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Question 1

Multiple choice

Which two functions can the Cisco Unified IP IVR perform in a Cisco Unified Contact Center Enterprise environment? (Choose two.)

A
prompt and collect
B
call control
C
voicemail
D
queuing controlled by Cisco Unified ICM

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Correct answersA, D

Question 2

Single choice

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.

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Correct answerC

Question 3

Multiple choice

Erlang calculations are used to size contact center resources.

Which two types of resources are sized by using Erlang-B? (Choose two.)

A
agents
B
IVR ports
C
PSTN gateway trunks
D
MTP resources

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Correct answersB, C

Question 4

Multiple choice

Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)

A
controls call and agent state
B
places outbound calls for agents in the Outbound Option Progressive mode
C
presents information provided by the caller from the voice response system
D
accepts Instant Messaging requests from third-party chat clients routed to the agent
E
presents caller data to agent in pre-call whisper with the Cisco IP phone

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Correct answersA, C

Question 5

Single choice

Using the Cisco Unified Contact Center Enterprise 8.0(x) Analysis Manager CLI, which command will show the current debug trace levels?

A
show log
B
show trace
C
show level
D
show debug

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Correct answerD

Question 6

Multiple choice

Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.)

A
number and type of remote administrative data servers
B
number of dialed numbers in the Cisco Unified Contact Center Enterprise that is configured for remote Cisco Voice Gateways
C
size and number of Cisco Unified Contact Center ECC variables that are passed to remote CTI OS agent desktops for screen pop
D
number and type of configured Cisco Unified Contact Center Enterprise agents

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Correct answersA, C

Question 7

Single choice

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

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Correct answerE

Question 8

Single choice

When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A
Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
B
Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
C
Cisco Agent Desktop lets you view agent and team statistics from the desktop.
D
Cisco Agent Desktop lets you transfer calls by using a dial pad.

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Correct answerB

Question 9

Single choice

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
Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
B
WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
C
Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
D
WebView 8.0(x) does not include report templates for 15-minute-interval reports.

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Correct answerD

Question 10

Single choice

Erlang-C calculations require multiple inputs, including a target service level.

What does the service level goal of 90/30 imply?

A
Ninety percent of all calls will be handled by agents within 30 seconds.
B
Ninety percent of all calls will queue for 30 seconds.
C
Ninety percent of all calls will be answered within 30 seconds by an agent.
D
Ninety percent of all calls will go directly to agents without queuing.

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Correct answerC

Question 11

Single choice

Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution?

A
AXL
B
SIP
C
H.323
D
JTAPI
E
SOAP

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Correct answerD

Question 12

Multiple choice

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

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Correct answersA, B

Question 13

Drag & drop

DRAG DROP

the Cisco Voice Gateway protocol to the appropriate network call control agent for the Cisco Unified Contact Center Enterprise deployment.

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Question 14

Multiple choice

What are the two primary factors affecting bandwidth sizing between a Cisco Unified Intelligence Center (CUIC) Server and a CUIC client? (Choose two.)

A
number of historical reports the user is running concurrently
B
number of concurrent agents displayed on real--time reports
C
number of rows returned for historical reports in CUIC
D
number of real--time reports the user is running concurrently
E
total ECC in bytes

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Correct answersA, D

Question 15

Multiple choice

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.

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Correct answersC, D, F

Question 16

Single choice

What role does the Cisco Unified ICM play in the Cisco Unified Contact Center Enterprise solution?

A
plays music on hold and in queue for callers
B
terminates media streams for agents and callers
C
provides routing and queuing instructions for contacts
D
records and stores voice calls for quality purposes

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Correct answerC

Question 17

Single choice

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

A
from the call arrival to the point that the agent answers
B
from the transfer to IVR to the point that the agent hangs up
C
from the transfer to IVR to the point that the agent answers
D
from the call arrival to the point that the agent is ready

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Correct answerC

Question 18

Single choice

Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server with SPAN port-based monitoring to support supervisor silent monitoring of agent calls?

A
Cisco Unified Contact Center Enterprise Cisco Agent Desktop
B
Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled
C
Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
D
Cisco Unified CRM Connector for Siebel

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Correct answerD

Question 19

Single choice

Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution?

A
Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions.
B
SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it.
C
When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR.
D
If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.

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Correct answerC

Question 20

Single choice

Which table name is not used as part of the Cisco Unified Contact Center Enterprise 8.0(x) 15-minute reporting model?

A
Agent_Interval
B
Agent_Skill_Group_Interval
C
Call_Type_SG_Interval
D
Dialer_Interval
E
Router_Interval

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Correct answerE

Free 642-241 Exam Dumps Preview

Unified Contact Center Enterprise Design (UCCED)

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2	Multiple choice	7
3	Drag & drop	1