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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Dial Plan and Call Routing Design | - Routing scripts and VXML/CVP integration concepts - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design |
| Topic 2: Reporting and Monitoring | - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts - System monitoring and troubleshooting considerations |
| Topic 3: Security and Integration | - Security design for contact center environments - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager |
| Topic 4: Cisco Unified CVP (Customer Voice Portal) | - SIP and voice gateway integration - Self-service call flows and IVR design - CVP deployment models (standalone, comprehensive) |
| Topic 5: UCCE Architecture and Components | - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| Topic 6: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - Agent, call volume, and concurrency planning - High availability and redundancy design |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. Which function is not provided by the Cisco Gatekeeper software in a Cisco Unified Contact Center Enterprise deployment?
A) to register H.323 endpoints and associate them with specific dialed numbers
B) to control bandwidth utilization in a Cisco Unified Contact Center Enterprise multisite centralized call-processing deployment
C) to provide a GKTMP interface to a Cisco Unified ICM solution
D) to provide CAC in a Cisco Unified Contact Center Enterprise multisite distributed call-processing deployment
2. 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) Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration
C) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server
D) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition
E) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option
3. What impact does the Cisco Unified Contact Center Enterprise 8.0(x) Mobile Agent option have on the agent peripheral gateway?
A) The number of mobile agents must be less than 500.
B) There is no impact.
C) The number of call-by-call agents with Cisco Agent Desktop cannot be more than 1,000.
D) The number of call-by-call agents with CTI OS cannot be more than 1025.
E) The number of nailed-up agents with CTI OS cannot be more than 1156.
4. Which Cisco Unified IP phone model is incompatible with Cisco Unified Communications Manager Silent Monitoring 8.0(x)?
A) 6921
B) IP Communicator 8.0(x)
C) 7970
D) 9971
E) 8961
5. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?
A) The Cisco ICM database schema contains half-hour tables, but they are no longer populated unless the 30-minute interval option is used.
B) The Cisco ICM database schema was updated to include new interval tables, which are populated for both 30-minute or 15-minute data, but the original half-hour tables are not populated.
C) All peripherals in the Cisco Unified Contact Center Enterprise must use the same interval-reporting method, either 30-minute or 15-minute.
D) The Cisco ICM database schema was updated to include new quarter-hour tables, which are only populated when the 15-minute interval option is used.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: E | Question # 4 Answer: C | Question # 5 Answer: B |
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