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Cisco 642-241 Exam Syllabus Topics:

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

1. When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what does the caller experience?

A) The caller hears ringing at the agent and then follows the new script for Ring No Answer.
B) The caller hears queue music and is sent to the default queue for that call type.
C) The caller is automatically transferred to the next agent without any indication.
D) The caller hears ringing at the agent; this ringing continues until the caller drops the call.

2. A new contact center deployment does not have an exact busy hour call attempt number for the sizing tools. The customer plans to hire 1500 agents and projects that each call will average four minutes, including wrap-up. Which value is the best estimate to use for busy hour call attempts?

A) 30,000
B) 22,500
C) 10,000
D) 15,000
E) 24,750

3. Which one of the following types of traffic from the PG to the central controller is considered high priority in the Cisco Unified Contact Center Enterprise solution?

A) Real-Time Monitoring
B) skill group data
C) routing and DMP control traffic
D) configuration requests

4. Which two configuration tasks are necessary in Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A) configure the agent, supervisor, and CTI user accounts
B) configure agent targeting rules for agent IP phone dialed numbers
C) configure the agent ID, supervisor ID, and system administrator password
D) configure Cisco Unified IP IVR translation routes
E) configure device associations of agent phones and CTI devices with the peripheral gateway user
F) configure agent IP phone, supervisor IP phone, and CTI route points

5. In the Cisco Unified Contact Center Enterprise solution, which agent-initiated transfer method is not supported?

A) hookflash transfer to the Cisco Unified IP IVR
B) consult transfer to another agent
C) consult transfer to a skill group or queue
D) blind transfer to another agent

Solutions: