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642-243 Unified Contact Center Enterprise Support

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Cisco · 642-243

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Question 1

Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, the call flow uses a Cisco Unified IP IVR application to collect an Account ID and PIN from the caller as shown above. In testing this call flow, the Cisco Unified ICM Call Routing Script is not receiving the digits entered by the caller.

What is the most likely cause of the problem?

A
The "Set Contact Info" variable should be used before the "Set ICM Result" to set
"Call.PeripheralVariable1". to "accountID" and "Call.PeripheralVariable2" to "accountPIN"
B
The "Set Enterprise Call Info" step should be used before the "Set ICM Result" step to set
"Call.PeripheralVariable1" to "accountID" and "Call.PeripheralVariable2" to "accountPIN".
C
In the "Set ICM Result" the "Call.PeripheralVariable1" variable should be set to "accountID" and the "Call.PeripheralVariable2" variable should be set to "accountPIN".
D
The "Set Call Variable" step should be used before the "Set ICM Result" step to set
"Call.PeripheralVariable1" to "accountID" and "Call.PeripheralVariable2" to "accountPIN".

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Correct answerB

Question 2

Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the call flow allows the caller to opt out and leave a voice-mail message for an agent team while in queue. The Cisco Unified IP IVR application "Script1.aef" is called to prompt the caller and transfer the call to voice mail.

What impact does the script shown in the exhibit have on the system?

A
Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Abandoned" in the Cisco Unified CCE Call Type reporting.
B
Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Transferred Out" in the Cisco Unified CCE Call Type reporting.
C
Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Handled" in the Cisco Unified CCE Call Type reporting.
D
All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
E
Callers will remain in queue after they leave the voice-mail message.

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Correct answerA

Question 3

Single choice

In the Cisco Unified Contact Center Enterprise solution, which command should be entered at the command prompt to invoke the Cisco Unified ICM Support Tools command-line version of the "Log Collection Utility" in interactive mode?

A
lct
B
lcutil
C
lcutility
D
lctool
E
supporttoolslogcollection

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Correct answerD

Question 4

Single choice

In the Cisco Unified Contact Center Enterprise system, which of these steps will enable JTAPI tracing for the Cisco Unified IP IVR/CRS Server?

A
IP-IVR JTAPI traces are enabled during installation by default with IP-IVR/CRS 4.X and higher.
B
Enable debugging from the IP-IVR/CRS Application Administration System > Tracing > CRS Engine >
Subsystems > SS_Tel and SS_ICM.
C
In the IP-IVR/CRS Server - Start Programs > CiscoJTAPI > Cisco Unified Communications JTAPI
Preference.
D
JTAPI tracing is handled by the Cisco Unified Communications Manager so JTAPI tracing is enabled by activating the CTI Manager tracing.

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Correct answerC

Question 5

Drag & drop

DRAG DROP

In the Cisco Unified Contact Center Enterprise Solution, "Translation Route to VRU" node in the Cisco Unified ICM Script Editor has several options that can be used for intelligent routing. Drag and drop the option on the left to its function on the right.

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Question 6

Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with the Outbound Option, the CCM1_Cisco_Voice_Sales skill group did not receive any outbound calls on Tuesday between 8:30 a.m. and 9:00 a.m.

During this time frame the campaign was scheduled to begin at 8:30 a.m. and 10 (ten) agents were logged into the skill group.

Based on the Cisco Unified ICM Admin Script that is used to control the outbound calling, what could cause the group not to get any outbound calls?

A
The Outbound Percent for the skill is set to 50%.
B
The Admin Script is invalid because the Time legs are inverted.
C
The period the Admin Script was set to run is hourly and the next time that it ran was 9:00 a.m.
D
The Outbound mode in Node 6 should be set to "BLENDED".

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Correct answerC

Question 7

Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with agents deployed as shown in the exhibit, an agent has reported receiving CTI screen pops for calls, but then the call is not sent to the agent.

What is a possible cause of this problem?

A
The agent logged in with an extension that does not exist.
B
The agent logged in using an extension that is assigned to another agent's phone.
C
The agent's phone is not associated with the PG User.
D
The agent is still logged into CTIOS on another PC.

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Correct answerB

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2	Drag & drop	1

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Unified Contact Center Enterprise Support

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