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Cisco 642-241 Exam Syllabus Topics:

SectionWeightObjectives
Peripheral Gateway and System Integration15%- CRM and third-party integration
  • 1. CTI OS and Finesse integration concepts
    • 2. Data synchronization and event handling
      - PG configuration and role
      • 1. Agent and CTI integration
        • 2. Peripheral communication models
          Design Best Practices and Capacity Planning15%- Scalability and sizing
          • 1. Traffic modeling and capacity planning
            • 2. High availability and redundancy design
              - Best practice design principles
              • 1. Resiliency and failover strategies
                • 2. Security and compliance considerations
                  Reporting and Monitoring10%- System monitoring
                  • 1. Performance tuning considerations
                    • 2. Fault monitoring and diagnostics
                      - Historical and real-time reporting
                      • 1. UCCE reporting tools overview
                        • 2. Call and agent performance metrics
                          Cisco Unified Contact Center Enterprise (UCCE) Architecture20%- Deployment models
                          • 1. High availability design considerations
                            • 2. Single-site vs multi-site deployments
                              - Core components and system architecture
                              • 1. Call processing architecture overview
                                • 2. Cisco Unified CCE components (CallRouter, Logger, PG)
                                  Call Routing and Dial Plan Design20%- Routing logic design
                                  • 1. Dialed Number plans
                                    • 2. Call routing strategies and rules
                                      - Integration with PSTN and enterprise telephony
                                      • 1. Gateway and trunk design considerations
                                        • 2. Call treatment and routing efficiency
                                          Scripting and Call Flow Design20%- Advanced call flow design
                                          • 1. Business logic implementation in scripts
                                            • 2. Skill-based routing design
                                              - Cisco ICM scripting fundamentals
                                              • 1. Script Editor logic elements
                                                • 2. Decision trees and call routing scripts

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

                                                  When using agent targeting rules in Cisco Unified Contact Center Enterprise 8.0(x), which statement is true?

                                                  • A. Agent labels must be created for each routing client that can route calls to an agent.
                                                  • B. Agent targeting rules are not allowed with translation routes.
                                                  • C. Agent extensions can be defined as a range, without having to build each device target.
                                                  • D. Agent device targets must be created for each phone that is used by an agent.
                                                  Reveal Solution  Discussion  0

                                                  Correct Answer: C  🗳️

                                                  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 untrue?

                                                  • A. WebView 8.0(x) can be deployed in a cluster of up to eight servers that share report templates.
                                                  • B. Cisco Unified Intelligence Center 8.0(x) supports up to 200 concurrent reporting users.
                                                  • C. WebView 8.0(x) supports up to 25 concurrent reporting users.
                                                  • D. Cisco Unified Intelligence Center 8.0(x) uses Informix to store its local database of report templates.
                                                  Reveal Solution  Discussion  0

                                                  Correct Answer: A  🗳️

                                                  Which function is not provided by the Cisco Gatekeeper software in a Cisco Unified Contact Center Enterprise deployment?

                                                  • A. to provide a GKTMP interface to a Cisco Unified ICM solution
                                                  • B. to provide CAC in a Cisco Unified Contact Center Enterprise multisite distributed call-processing deployment
                                                  • C. to register H.323 endpoints and associate them with specific dialed numbers
                                                  • D. to control bandwidth utilization in a Cisco Unified Contact Center Enterprise multisite centralized call-processing deployment
                                                  Reveal Solution  Discussion  0

                                                  Correct Answer: D  🗳️

                                                  When using the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, which configuration item is not supported in the Cisco Unified Communications Manager?

                                                  • A. Lines can be configured to forward calls to other lines on the phone.
                                                  • B. Agent ACD line can be a shared line.
                                                  • C. Maximum number of calls on each line must be set to two.
                                                  • D. Busy triggers on each line must be set to one.
                                                  Reveal Solution  Discussion  0

                                                  Correct Answer: B  🗳️

                                                  Which factor has the largest impact on bandwidth sizing for the visible network connection between the Cisco Unified Contact Center Enterprise VRU Peripheral Gateway and the Call Router?

                                                  • A. number of call and ECC variables
                                                  • B. number of agents
                                                  • C. busy hour call attempts
                                                  • D. percentage of calls queued
                                                  Reveal Solution  Discussion  0

                                                  Correct Answer: C  🗳️

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