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Cisco 642-241 Exam Syllabus Topics:

Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)

A) If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.
B) The CTI Desktop will show only the ACD line that the agent used to log in.
C) If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
D) The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.

2. Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A) PSTN gateway trunks
B) MTP resources
C) agents
D) IVR ports

3. In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)

A) Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.
B) Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.
C) Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.
D) Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
E) The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.

4. A Cisco Unified Contact Center Enterprise system is designed with geographic redundancy for the central controllers (with separate call routers and loggers). At the Side A location, there are Call Router A, Logger A, and a duplex pair of peripheral gateways (PG1A/PG1B). At the Side B location, there are Call Router B, Logger B, and a duplex pair of peripheral gateways (PG2A/PG2B). The visible network WAN between the two sites goes down while the private network is operational.
Which of these is true?

A) Both pairs of peripheral gateways stay active at both sites because both call routers are still communicating through the private connection and remain functional.
B) The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.
C) The peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.
D) Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.

5. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

A) Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
B) Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
C) Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
D) Use the Cisco Unified IP IVR high-availability option.
E) Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
F) Use default scripts in the Cisco Unified IP IVR.

Solutions: