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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - SIP and voice gateway integration - Self-service call flows and IVR design |
| System Sizing and Capacity Planning | - High availability and redundancy design - Scalability considerations for distributed deployments - Agent, call volume, and concurrency planning |
| Security and Integration | - Integration with Cisco Unified Communications Manager - Security design for contact center environments - CRM and third-party system integration concepts |
| Dial Plan and Call Routing Design | - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers - Routing scripts and VXML/CVP integration concepts |
| 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) |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?
- A. The call cannot be transferred or conferenced back to an agent.
- B. Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.
- C. Cisco Unified Contact Center Enterprise does not record the transfer number dialed.
- D. Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
Correct Answer: B 🗳️
With the Cisco Unified Contact Center Enterprise Outbound Option 8.0, how many dialer ports are supported per SIP Dialer?
- A. 1500
- B. 96
- C. 192
- D. 3000
Correct Answer: A 🗳️
When deploying the Cisco Unified Contact Center Enterprise on Cisco Unified Computing System B-Series hardware, which two statements are true? (Choose two.)
- A. Cisco Unified Computing System B-Series supports both VMware ESX and ESXi virtualization software.
- B. Oversubscription of virtual CPU or memory is not supported.
- C. VMware images must boot from the SAN and store all data on the SAN.
- D. Cisco Unified Contact Center Enterprise clustering over the WAN is not supported in the Cisco Unified Computing System B-Series.
Correct Answer: B,C 🗳️
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 🗳️
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 followed by Cisco Agent Desktop.
- B. Log in to Cisco Agent Desktop followed by Extension Mobility.
- C. Log out of Cisco Agent Desktop followed by Extension Mobility.
- D. Log out of Extension Mobility followed by Cisco Agent Desktop.
- E. Log out of Extension Mobility and Cisco Agent Desktop at the same time.
- F. Log in to Extension Mobility and Cisco Agent Desktop at the same time.
Correct Answer: A,C 🗳️
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