Free 642-241 download :cisco Optical Advanced Optical AM exam
Certification Provider: cisco
Exam Name: Unified Contact Center Enterprise Design (UCCED)
Related Certifications: Optical
Language: English
Latest update:2010-05-01
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642-241 UCCED
Unified Contact Center Enterprise Design
Exam Number: 642-241
Duration: 90 Minutes (75-85 Questions)
Available Languages: English
Click Here to Register: Pearson VUE
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Exam Description Exam Topics
Exam Description
The 642-241 UCCED Unified Contact Center Enterprise Design exam tests a candidate’s knowledge of design considerations and guidelines for deploying Cisco Unified Contact Center Enterprise solutions. Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network.
Exam Topics
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
Describe the features and functionality of the UCCE solution (team)
Describe the role of CallManager in UCCE
Describe the role of Gateways in UCCE
Describe the role of Gatekeepers & Proxy Servers in UCCE
Describe the role of ICM in UCCE
Describe the role of CTI in UCCE
Describe the role of IP IVR in UCCE
Describe the role of CVP in UCCE
Describe the role of IP Phones & Communicator in UCCE
Describe the role of LAN/WAN Networking in UCCE environments
Describe the role of QoS in UCCE
Describe the role of Security in UCCE
Identify the design considerations for Unified CallManager in a UCCE solution
Describe the impact of CTI devices and agent devices on CallManager capacity
Describe the impact of CTI users and associations of CTI devices on CallManager capacity
Describe the impact of AD, DC Directory, & iPlanet integration with CallManager
Describe the impact of MOH and media resources in CallManager
Describe the impact of JTAPI connections over the WAN in CallManager
Describe the impact of CAC & AAR in CallManager
Describe the impact of dial plan considerations in CallManager
Describe the impact of Calling Search Space/Partition, codec, conferences, & MTP in CallManager
Describe the impact of extension mobility in CallManager
Describe the impact of CallManager groups & device pool in CallManager
Describe the impact of attendant console in CallManager
Identify the design considerations for network components in a UCCE solution
List the factors that contribute to Gateway capacity calculations
Explain how H.323 Gateways & Gatekeepers are used with CVP
Explain how SIP Gateways & Proxy Servers are used with CVP
Explain how VoiceXML Gateways are used with CVP
Describe the QoS requirements for Gateways
Explain how applications and services are used on Gateways
List the call transfer methods supported by the UCCE solution
Describe the call survivability/high availability options available in the UCCE solution
List network security options for voice calls
Describe interoperability of voice protocols in the UCCE environment (IP Gateway)
List the factors that impact bandwidth capacity in the UCCE environment
Identify the design considerations for Unified ICM in a UCCE solution
Describe the usage of public and private networks in ICM (fault tolerance)
Describe the usage of public networks (LANs & WANs) in ICM (see 4.15)
Describe the integration between the ICM and the AD infrastructure
Explain the importance of QoS in a UCCE solution
Explain database requirements and their impact on a UCCE solution
Describe the reporting implications of network queuing vs. local queuing
Describe the use of call types for reporting data segmentation
Describe the use of data filtering with CVP reporting
Describe the options for Admin Workstation/HDS/WebView Servers
Differentiate between CVP and IP IVR as a queue point
Differentiate between CVP and IP IVR as a self-service platform
Describe the advantages & disadvantages of using MicroApp vs. voiceXML server scripting (ECC variables and their impact on the database)
Describe factors that impact PG performance (mobile agent, number of skills per agent, Outbound Option, CAD, & CAD with IPPA)
Describe the network requirements for clustering over the WAN with UCCE
Describe the network requirements for PG to ICM Central Controller over the WAN with UCCE
Describe the selection criteria for choosing System Unified CCE
Describe the selection criteria for choosing CTI OS or CAD
Cisco 642-241
Unified Contact Center Enterprise Design (UCCED)
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1. In a Cisco Unified Contact Center Enterprise design, the customer requires that agents are able to make personal outbound calls from their Cisco IP phone, but they do not want to allow the agent to use their ACD line for these calls. How would this requirement be addressed given the following: Agent ACD Line: 1000 (DN) Allow PSTN calling search space: Allows outbound calls to PSTN. Block PSTN calling search space: Blocks outbound calls to PSTN.
A. add second line on IP phone with DN 1000, but in different partition, allow PSTN calling search space
B. add second line on IP phone with DN 1000, but in same partition, block PSTN calling search space
C. add second line on IP phone with DN 2000, but in different partition, allow PSTN calling search space
D. add second line on IP phone with DN 2000, but in same partition, block PSTN calling search space
Answer: C
2. Which of the following Cisco Unified Customer Voice Portal call-flow models does not require a Cisco IOS-based VoiceXML Gateway?
A. Standalone Self-Service
B. Cisco Unified Customer Voice Portal Call Control
C. Cisco Unified Customer Voice Portal Call Control with Queue and Collect
D. Cisco Unified Customer Voice Portal Call Control with Queue and Self-Service
E. Cisco Unified Contact Center Enterprise Network Interface Controller-based Call Control with Cisco Unified Customer Voice Portal Queue, Collect, and Self-Service
Answer: B
3. Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution?
A. AXL
B. SIP
C. H.323
D. JTAPI E. SOAP
Answer: D
4. When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR to queue the call using a translation route to VRU, what label is sent to the routing client?
A. Cisco Unified Contact Center Enterprise Busy label
B. Cisco Unified IP IVR CTI port
C. Cisco Unified Communications Manager MTP
D. Cisco Unified Communications Manager CTI route point
Answer: D
5. Which of the following configurations are supported with the Cisco Unified Contact Center Enterprise solution?
A. Cisco Agent Desktop with Communications Manager Attendant Console
B. Cisco Agent Desktop without Communications Manager Attendant Console
C. Cisco CTI Object Server Agent Desktop with Communications Manager Attendant Console
D. Cisco Siebel Driver/CRM Desktop with Communications Manager Attendant Console
Answer: B
6. Which of these functions is not a function of the Cisco Unified Contact Center Enterprise solution?
A. reporting with WebView
B. CTI desktop functionality for agent state control
C. call-routing functionality based on real-time conditions
D. instructing queue points to play specific messages to callers
E. accepting media streams and acting as a conference bridge
Answer: E
7. Which two of the following are not parts of the Cisco Unified Communications Manager device pool configuration? (Choose two.)
A. primary Cisco Unified Communications Manager group
B. SRST reference
C. region
D. location
E. Media Resource Group List
Answer: AD
8. Which two configuration tasks are necessary in the Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)
A. configure agent IP phone, supervisor IP phone, and CTI route points
B. configure agent ID, supervisor ID, and system administrator password
C. configure agent, supervisor, and CTI user accounts
D. configure scripts for call routing
E. configure call routing to agents
F. configure device associations of agent phones and CTI devices with the PG user
Answer: AF
9. Which type of user access is not controlled by Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise?
A. agent login
B. supervisor login
C. WebView user login
D. service account login
Answer: A
10. When sizing the Cisco Unified Communications Manager cluster in a Cisco Unified Contact Center Enterprise solution with the Cisco Unified IP IVR, which factor must be taken into account?
A. the number of dialed numbers configured in the Cisco Unified Contact Center Enterprise Call Router
B. the maximum number of concurrent calls in progress in the Cisco Unified IP IVR, serviced by CTI ports
C. the number of Run VRU script nodes executed by the Cisco Unified Contact Center Enterprise routing script once the call is terminated in the Cisco Unified IP IVR
D. the total number of CTI route points, CTI ports, and BHCAs associated with the Cisco Unified IP IVR
E. the maximum number of concurrent agents in the Cisco Unified Contact Center Enterprise system
Answer: D
11. Which interface in the Cisco Unified Contact Center Enterprise solution is supported over a firewall with NAT deployed?
A. Cisco Unified Contact Center Enterprise CTI OS Desktop and CTI OS for silent monitoring
B. DMP between the Peripheral Gateway and Cisco Unified Contact Center Enterprise Call Routers
C. Cisco TAPI QBE between the Peripheral Gateway and Cisco Unified Communications Manager cluster
D. MDS or private network path between Cisco Unified Contact Center Enterprise Call Router pair (side A and side B)
Answer: B
12. When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)
A. Log in to Extension Mobility and Cisco Agent Desktop at the same time.
B. Log out of Extension Mobility followed by Cisco Agent Desktop.
C. Log in to Extension Mobility followed by Cisco Agent Desktop.
D. Log out of Cisco Agent Desktop followed by Extension Mobility.
E. Log in to Cisco Agent Desktop followed by Extension Mobility.
F. Log out of Extension Mobility and Cisco Agent Desktop at the same time.
Answer: CD
13. Which statement best describes the functions that the Cisco Unified Customer Voice Portal performs?
A. IP Call Control and queuing platform behind legacy or TDM ACD environments
B. IVR and queuing treatment for Cisco Unified Contact Center Express deployments
C. IP soft switch for integrating service provider networks to Cisco Unified Contact Center Enterprise solutions
D. IP Call Control and IVR application creation or execution, which can be deployed in many different call scenarios both with and without contact center
Answer: D
14. Cisco Voice Gateways can provide services beyond just DSP. How are these services provided?
A. using external servers and gateways to support additional functions
B. integrated into subroutines stored in flash RAM on the gateway
C. integrated into Cisco IOS core on the gateway
D. written in Tcl scripts on the gateway to provide supplemental services
Answer: C
15. Which feature of Cisco Unified Contact Center Enterprise is not supported when deployed using the System CCE deployment model introduced in Cisco Unified Contact Center Enterprise 7.0?
A. Cisco Unified Contact Center Enterprise dynamic re-skilling of agents on the System PG
B. Cisco Unified Customer Voice Portal for queuing on the System PG
C. Cisco Unified IP IVR for queuing on the System PG
D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop on the System PG
E. Cisco Unified Contact Center Enterprise Mobile Agent on the System PG
Answer: B
16. When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve availability of the solution? (Choose three.)
A. Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
B. Use the Cisco Unified IP IVR high-availability option.
C. Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
D. Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available trunks or peripheral status.
E. Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
F. Use default scripts in the Cisco Unified IP IVR.
Answer: CDF
17. Which two of the following statements are correct regarding Cisco voice gateways in the Cisco Unified Contact Center Enterprise solution? (Choose two.)
A. Additional call processing is available by using H.323 Tcl scripts and additional dial peers.
B. Additional call processing is available by using MGCP Tcl scripts and additional dial peers.
C. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 184 calls using ISDN PRI service.
D. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 192 calls using ISDN PRI service.
Answer: AC
18. Which agent-initiated transfer method is not supported by the Cisco Unified Contact Center Enterprise solution with either Cisco Unified Customer Voice Portal nor Cisco Unified IP IVR?
A. Blind Transfer
B. Warm Transfer
C. Hook Flash Transfer
D. Carrier Services – Two B-Channel Transfer
E. Carrier Services – Transfer Connect or Take Back and Transfer
Answer: C
19. What is the codec requirement when using Cisco Unified Mobile Agent in Cisco Unified Contact Center Enterprise 7.1.x?
A. The CTI ports used to place calls to the agent (remote CTI ports) can use any mix codecs (G.711/G.729), depending on the agent location.
B. The CTI ports used to route new inbound calls to the the agent (local CTI ports) can use any mix codecs (G.711/G.729), depending on the location of the ingress Cisco Voice Gateway.
C. The CTI ports used for both placing calls to the agents (remote CTI ports) and for handling new inbound calls (local CTI ports) can use any mix of codecs (G.711/G.729), provided that the correct transcoding resources are engaged to match the regions correctly.
D. The CTI ports used for both placing calls to the agents (remote CTI ports) and for handling new inbound calls (local CTI ports) must all be the same codec (G.711 or G.729).
Answer: D
20. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact CenterEnterprise solution is known as which of these terms?
A. pre-routing
B. post-routing
C. translation routing
D. event-based routing
E. service control routing
Answer: C