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Cisco 642-241 Exam Syllabus Topics:

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

Question 1

In the Cisco Unified Contact Center Enterprise solution, which CTI option is required to support an integration to drive Siebel agent workflows and provide data to the Siebel application?

A. Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector
B. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server
C. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition
D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration
E. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option

Question 2

Which two statements are Cisco Best Practices when enabling CTI Manager on a Cisco Unified Communications Manager Server? (Choose two.)

A. CTI Manager should only be enabled on call-processing subscribers.
B. All phones on the Cisco Unified Communications Manager cluster should be associated with CTI Manager to allow calls to be sent to the phones.
C. CTI Manager must be enabled on the Cisco Unified CallManager publisher to allow CTI applications access to the publisher database.
D. CTI applications should be load-balanced across all CTI Managers in a cluster.

Question 3

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

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

Question 4

Which two of these are not parts of the Cisco Unified Communications Manager Release 6.1(1) device pool configuration? (Choose two.)

A. SIP trunk
B. primary Cisco Unified Communications Manager group
C. region
D. SRST reference
E. Media Resource Group List

Question 5

When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

A. Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
B. Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.
C. Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
D. Use default scripts in the Cisco Unified IP IVR.
E. Use the Cisco Unified IP IVR high-availability option.
F. Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.

Solutions: