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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Monitoring | - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts |
| Topic 2: Security and Integration | - Integration with Cisco Unified Communications Manager - Security design for contact center environments - CRM and third-party system integration concepts |
| Topic 3: Cisco Unified CVP (Customer Voice Portal) | - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design |
| Topic 4: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - High availability and redundancy design - Agent, call volume, and concurrency planning |
| Topic 5: UCCE Architecture and Components | - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Cisco Unified Contact Center Enterprise architecture overview - Call routing architecture and call flow design |
| Topic 6: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question #1
In the Cisco Unified Contact Center Enterprise 8.0(x) system, if an agent requires more than five skills, what is the impact to the Peripheral Gateway?
A. None, agents can have an unlimited number of skills defined.
B. As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 50 skills per agent with 484 total agents.
C. As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 20 skills per agent with 1000 total agents.
D. None, agents can only have five skills defined.
Question #2
Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.)
A. number of dialed numbers in the Cisco Unified Contact Center Enterprise that is configured for remote Cisco Voice Gateways
B. size and number of Cisco Unified Contact Center ECC variables that are passed to remote CTI OS agent desktops for screen pop
C. number and type of configured Cisco Unified Contact Center Enterprise agents
D. number and type of remote administrative data servers
Question #3
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. number of translation routes built in the Cisco Unified Contact Center Enterprise system
B. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise
C. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions
D. number of configured Cisco Unified Contact Center Enterprise agents and supervisors
E. number of users administering the Cisco Unified Communications Manager
F. server hardware model for Cisco Unified Communications Manager subscriber nodes
Question #4
When Cisco Unified Contact Center Enterprise is deployed with Cisco Unified IP IVR as the queue point, where does Ring No Answer treatment get defined?
A. In the Cisco Unified Contact Center Enterprise Agent desk settings in ConfigManager
B. In the Cisco Unified IP IVR application editor script
C. In the Cisco Unified Communications Manager Call Forward No Answer setting
D. In the re-query node in the Cisco Unified Contact Center Enterprise routing script
Question #5
Which two of these are sizing considerations for an IVR Peripheral Gateway for the Cisco Unified Contact Center Enterprise solution 7.5(x)? (Choose two.)
A. An IVR Peripheral Gateway can support up to 80 Peripheral Interface Managers (PIMs) coloaded on the same MCS 7845 class server.
B. An IVR Peripheral Gateway can support up to 40 calls per second across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.
C. An IVR Peripheral Gateway can support a mix of Service Control Interface (SCI) and Call Routing Interface (CRI) across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.
D. An IVR Peripheral Gateway can support up to 9,999 sessions or ports across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: B,D | Question #3 Correct Answer: C,F | Question #4 Correct Answer: A | Question #5 Correct Answer: B,C |
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