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Cisco 642-241 Exam Syllabus Topics:

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

1. 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) blind transfer to another agent
D) consult transfer to a skill group or queue

2. 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 peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.
C) The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.
D) Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.

3. Cisco provides a CTI OS Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?

A) to size the private network that is required between the two CTI OS servers
B) to size the visible network that is required between the CTI OS server and the Peripheral Gateway
C) to size the visible network that is required between the CTI OS server and the remote agent CTI OS desktops
D) to size the visible network that is required between the CTI OS server and the call router

4. What role does the Cisco Unified ICM play in the Cisco Unified Contact Center Enterprise solution?

A) plays music on hold and in queue for callers
B) provides routing and queuing instructions for contacts
C) terminates media streams for agents and callers
D) records and stores voice calls for quality purposes

5. Which three of these features are supported by the Cisco Unified Contact Center Enterprise Cisco Unified IP Phone Agent? (Choose three.)

A) Cisco Agent Desktop supervisor agent reskilling
B) call recording
C) call center statistics
D) Cisco Agent Desktop automated workflows
E) silent monitoring

Solutions: