Instant Download 642-241 Exam Dumps : Unified Contact Center Enterprise Design (UCCED)
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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Call routing architecture and call flow design - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| Security and Integration | - Security design for contact center environments - Integration with Cisco Unified Communications Manager - CRM and third-party system integration concepts |
| Dial Plan and Call Routing Design | - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts - Dial plan considerations for enterprise contact centers |
| System Sizing and Capacity Planning | - High availability and redundancy design - Scalability considerations for distributed deployments - Agent, call volume, and concurrency planning |
| Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) |
| Reporting and Monitoring | - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is true?
- A. The SIP Dialer engages the agent peripheral gateway for each outbound call.
- B. The SIP Dialer requires two MR PIMs for duplex SIP dialers.
- C. The SIP Dialer uses Cisco Unified Communications Manager routing and dial plans for outbound call routing.
- D. The SIP Dialer scales to 60 calls per second per dialer.
Correct Answer: D 🗳️
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. WebView 8.0(x) does not include report templates for 15-minute-interval reports.
- B. Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
- C. WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
- D. Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
Correct Answer: A 🗳️
Which statement is correct about the Erlang-C sizing calculation model?
- A. Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
- B. Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
- C. Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
- D. Erlang-C is used for sizing agents in a queuing model.
Correct Answer: D 🗳️
You need to design Cisco Unified Communications Manager 6.1(1) for normal calls and contact center calls. The customer requirement is to have approximately 250 simultaneous MOH sessions. What is the minimum server platform that you can use?
- A. standalone or co-resident MOH server using a Cisco MCS 7835 or equivalent
- B. standalone MOH server using a Cisco MCS 7815 or equivalent
- C. standalone or co-resident MOH server using a Cisco MCS 7815 or equivalent
- D. standalone MOH server using a Cisco MCS 7835 or equivalent
Correct Answer: C 🗳️
When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?
- A. Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.
- B. Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.
- C. Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.
- D. Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.
Correct Answer: B 🗳️
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