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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Cisco Unified Communications Manager Integration | 19% | - Cluster over WAN and redundancy - CTI Manager and device integration - CUCM design considerations for UCCE |
| Call Flow & Routing Design | 22% | - Scripting and routing logic - Integration with CVP and gateways - Inbound call flow design - Courtesy Callback and queuing |
| Advanced Features & Special Design Considerations | 15% | - Outbound Option and SIP Dialer - Security and network infrastructure - Mobile Agent and Remote Agent design - Virtualization and consolidated design |
| Post-Deployment & Sizing Tools | 10% | - Cisco UCCE Sizing Tool usage - Validation and documentation |
| UCCE Architecture & Component Design | 23% | - Sizing and capacity planning - High availability and redundancy - Router, Logger, PG, VRU, and HDS design - Deployment models: PCCE, UCCE, Hosted |
| Design Methodology & Requirements Gathering | 11% | - Analyze business and technical requirements - Define design constraints and assumptions |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/Child model with calls queued at the parent?
- A. in the parent Cisco Unified ICM system, using Agent Level Detail data
- B. in the child Cisco Unified Contact Center Enterprise system, using call type data
- C. in the child Cisco Unified Contact Center Enterprise system, using services data
- D. in the parent Cisco Unified ICM system, using skill group data
In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is true?
- A. Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
- B. Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
- C. WebView 8.0(x) does not include report templates for 15-minute-interval reports.
- D. WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
Cisco provides a CTI OS Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?
- A. to size the visible network that is required between the CTI OS server and the remote agent CTI OS desktops
- B. to size the private network that is required between the two CTI OS servers
- C. to size the visible network that is required between the CTI OS server and the call router
- D. to size the visible network that is required between the CTI OS server and the Peripheral Gateway
What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?
- A. There is no impact, the call type is only used for the initial script selection process.
- B. The call is reset to the new call type, like a new call with all counters reset to zero.
- C. The call is reclassified and the system picks a new routing script based on the call type.
- D. The call type is changed and maintains the old data in the original call type.
In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)
- A. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.
- B. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
- C. Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.
- D. Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.
- E. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
