Cisco 642-241 Online Practice Questions and Exam Preparation

Cisco 642-241 Online Questions & Answers

• Question 1:

  When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?

  A. when the call is routed to an agent
  B. when the call is first post-routed from Cisco Unified Communications Manager
  C. when the call terminates and data is written to the Cisco TCD table
  D. when a call-routing script hits the first Queue to Skill Group node
  B. when the call is first post-routed from Cisco Unified Communications Manager

• Question 2:

  The Cisco Unified Mobile Agent option for Cisco Unified Contact Center Enterprise supports which of the following modes of operation? (Choose two.)

  A. call-by-call
  B. nailed-up
  C. predictive
  D. preview
  E. progressive
  A. call-by-call
  B. nailed-up

• Question 3:

  When using the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, which configuration item is not supported in the Cisco Unified Communications Manager?

  A. Busy triggers on each line must be set to one.
  B. Maximum number of calls on each line must be set to two.
  C. Agent ACD line can be a shared line.
  D. Lines can be configured to forward calls to other lines on the phone.
  C. Agent ACD line can be a shared line.

• Question 4:

  During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port 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 call arrival to the point that the agent hangs up
  D. from the call arrival to the point that the agent is ready
  C. from the call arrival to the point that the agent hangs up

• Question 5:

  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
  A. number and type of remote administrative data servers
  C. size and number of Cisco Unified Contact Center ECC variables that are passed to remote CTI OS agent desktops for screen pop

• Question 6:

  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. None, agents can only have five skills defined.
  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. 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.
  D. 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.

• Question 7:

  Which three features or functionalities does Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.)

  A. call routing from PSTN gateway to agents
  B. CTI data on Cisco Agent Desktop screen pop
  C. call routing from PSTN gateway to Cisco Unified IP IVR
  D. agent, supervisor, and team configuration
  E. Cisco Extension Mobility for agents
  F. hunt groups and pickup groups for Cisco Unified Contact Center Enterprise
  A. call routing from PSTN gateway to agents
  C. call routing from PSTN gateway to Cisco Unified IP IVR
  E. Cisco Extension Mobility for agents

• Question 8:

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

• Question 9:

  Cisco provides a CTI OS Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?

  A. to size the visible network that is required between the CTI OS server and the call router
  B. to size the visible network that is required between the CTI OS server and the remote agent CTI OS desktops
  C. to size the visible network that is required between the CTI OS server and the Peripheral Gateway
  D. to size the private network that is required between the two CTI OS servers
  B. to size the visible network that is required between the CTI OS server and the remote agent CTI OS desktops

• Question 10:

  Cisco provides an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?

  A. to size the visible network that is required between the Peripheral Gateway and the call router
  B. to size the private network that is required between the Peripheral Gateway Side A and B
  C. to size the visible network that is required between the Peripheral Gateway and the Cisco Unified Communications Manager cluster
  D. to size the private network that is required between the call routers A and B for this specific Peripheral Gateway traffic flow
  A. to size the visible network that is required between the Peripheral Gateway and the call router