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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Security and Integration | - CRM and third-party system integration concepts - Security design for contact center environments - Integration with Cisco Unified Communications Manager |
| Reporting and Monitoring | - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design - System monitoring and troubleshooting considerations |
| UCCE Architecture and Components | - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| System Sizing and Capacity Planning | - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments - High availability and redundancy design |
| Cisco Unified CVP (Customer Voice Portal) | - SIP and voice gateway integration - Self-service call flows and IVR design - CVP deployment models (standalone, comprehensive) |
| Dial Plan and Call Routing Design | - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts - Dial plan considerations for enterprise contact centers |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
In a Cisco Unified Contact Center Enterprise design, the customer wants to use Session Initiation Protocol calls from its voice network carrier. Which design consideration is true for this solution?
- A. All agent phones must be configured as Session Initiation Protocol phones.
- B. Cisco Unified Border Element must be included for Session Initiation Protocol message normalization and management.
- C. Additional digital signal processor resources are required in the design for Session Initiation Protocol calls.
- D. Cisco Unified IP IVR must be configured for G.711 voice calls only.
Correct Answer: B 🗳️
What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?
- A. Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.
- B. Cisco Unified Contact Center Enterprise does not record the transfer number dialed.
- C. The call cannot be transferred or conferenced back to an agent.
- D. Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
Correct Answer: A 🗳️
DRAG DROP
Correct Answer:
Explanation:
SIP - Cisco Unified SIP Proxy
H.323 - Cisco IOS Gatekeeper MGCP - Cisco Unified Communications Manager
The Cisco Unified IP IVR and Intelligent Contact Management components of the Cisco Unified Contact Center Enterprise solution cannot perform which function?
- A. providing CTI desktop functionality for agent state control
- B. reporting with Cisco Unified Intelligence Center
- C. providing conference bridge for agent and supervisor calls
- D. instructing queue points to play specific messages to callers
- E. providing call-routing functionality based on real-time conditions
Correct Answer: C 🗳️
What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?
- A. call switching to agent and Cisco Unified IP IVR
- B. interactive voice response system
- C. integrated call distribution
- D. automatic call distribution
Correct Answer: A 🗳️
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