642-241 Online Practice Questions and Answers

The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A. pre-routing

B. post-routing

C. translation routing

D. event-based routing

E. service control routing

In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair?

A. Each side of the Peripheral Gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location.

B. The PG private network may be shared with any other private connections--PGs or Call Routers/ Loggers.

C. The PG may use the highly available WAN connection between the sites (visible network) for all traffic-- visible and private.

D. The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster.

When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR using a "Translation Route to VRU" node, which label is sent to the routing client?

A. Cisco Unified IP IVR CTI route point

B. Cisco Unified IP IVR CTI port

C. Cisco Unified Communications Manager MTP

D. Cisco Unified Communications Manager CTI route point

What impact does the Cisco Unified Contact Center Enterprise 8.0(x) Mobile Agent option have on the agent peripheral gateway?

A. There is no impact.

B. The number of mobile agents must be less than 500.

C. The number of nailed-up agents with CTI OS cannot be more than 1156.

D. The number of call-by-call agents with Cisco Agent Desktop cannot be more than 1,000.

E. The number of call-by-call agents with CTI OS cannot be more than 1025.

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 a Cisco Extension Mobility profile to log in remotely.

B. Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.

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 can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.

Which Cisco Unified IP phone model is incompatible with Cisco Unified Contact Center Enterprise Desktop Silent Monitoring 8.0(x)?

A. 9951

B. 8961

C. 6941

D. 7940

E. 7912

The Cisco Unified IP IVR and Intelligent Contact Management components of the Cisco Unified Contact Center Enterprise solution cannot perform which function?

A. reporting with Cisco Unified Intelligence Center

B. providing CTI desktop functionality for agent state control

C. providing call-routing functionality based on real-time conditions

D. instructing queue points to play specific messages to callers

E. providing conference bridge for agent and supervisor calls

You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)

A. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions

B. server hardware model for Cisco Unified Communications Manager subscriber nodes

C. number of configured Cisco Unified Contact Center Enterprise agents and supervisors

D. number of translation routes built in the Cisco Unified Contact Center Enterprise system

E. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise

F. number of users administering the Cisco Unified Communications Manager

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. Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.

B. Use the Cisco Unified IP IVR high-availability option.

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 Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.

E. Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.

F. Use default scripts in the Cisco Unified IP IVR.

Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)

A. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop

B. Cisco Unified Contact Center Enterprise Cisco Agent Desktop

C. Cisco Unified Contact Center Enterprise Siebel CRM Connector

D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition