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Cisco 642-241 Exam Syllabus Topics:

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

1. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?

A) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.
B) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
C) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
D) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.

2. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the private network bandwidth that is required for the clustering over the WAN deployment model. Using these tables, how much bandwidth is required to support the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900 agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.

A) Recommended Link: 330,000 with a Recommended Queue of 264,000
B) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000
C) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
D) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000

3. Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?

A) When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR.
B) SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it.
C) Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
D) If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.

4. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

A) from the call arrival to the point that the agent is ready
B) from the transfer to IVR to the point that the agent answers
C) from the transfer to IVR to the point that the agent hangs up
D) from the call arrival to the point that the agent answers

5. In the Cisco Unified Contact Center Enterprise Outbound Option 8.0 SIP Dialer, where does the answering machine detection happen?

A) in the campaign manager on the Logger A server
B) in the Cisco Voice Gateway by using digital signal processing (DSP) resources
C) in the Media Routing Peripheral Gateway for the dialer
D) in the dialer process on the Peripheral Gateway

Solutions: