Cisco 642-241 Online Practice Questions and Exam Preparation

Cisco 642-241 Online Questions & Answers

• Question 41:

  In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

  A. the time that the agent spent talking to the caller, including any hold time during the call
  B. the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
  C. the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
  D. the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
  B. the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call

• Question 42:

  What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?

  A. The call cannot be transferred or conferenced back to an agent.
  B. Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
  C. Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.
  D. Cisco Unified Contact Center Enterprise does not record the transfer number dialed.
  C. Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.

• Question 43:

  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
  E. 7912

• Question 44:

  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
  A. prompt and collect
  D. queuing controlled by Cisco Unified ICM

• Question 45:

  Which two statements are true regarding the Cisco Unified Contact Center Enterprise Release 8.0(x) Mobile Agent peripheral gateway capacity? (Choose two.)

  A. Each mobile agent for a nailed-up configuration equals 1.37 local agents.
  B. Each mobile agent for a nailed-up configuration equals 1.73 local agents.
  C. Each mobile agent for a call-by-call configuration equals 2.2 local agents.
  D. Each mobile agent for a call-by-call configuration equals 2.4 local agents.
  B. Each mobile agent for a nailed-up configuration equals 1.73 local agents.
  D. Each mobile agent for a call-by-call configuration equals 2.4 local agents.

• Question 46:

  In a multisite distributed call processing model for Cisco Unified Contact Center Enterprise, which statement is true?

  A. The Cisco Unified Communications Manager cluster must be located in one data center.
  B. The Cisco Unified Contact Center Enterprise agents must be at the same site as the Cisco Unified Communications Manager cluster.
  C. More than one Cisco Unified Communications Manager cluster is supported.
  D. Each Cisco Unified Communications cluster must have its own dedicated Cisco Unified IP IVR for queuing and treatment.
  C. More than one Cisco Unified Communications Manager cluster is supported.

• Question 47:

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

  A. from the point that the agent answers to the point that the agent is ready
  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 point that the agent answers to the point that the agent hangs up
  D. from the point that the agent answers to the point that the agent hangs up

• Question 48:

  How does Cisco Unified Contact Center Enterprise provide security to the system?

  A. Microsoft Windows Active Directory is used to control access to the system.
  B. Microsoft SQL Server accounts and logins for all users are used to control access to the system.
  C. Cisco Synchronization Service is used to control access to the system.
  D. Administrator accounts for the system are encrypted and kept in the Cisco Unified Contact Center Enterprise database to control access to the system.
  A. Microsoft Windows Active Directory is used to control access to the system.

• Question 49:

  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.
  C. Ninety percent of all calls will be answered within 30 seconds by an agent.

• Question 50:

  When deploying the Cisco Unified Contact Center Enterprise on Cisco Unified Computing System B- Series hardware, which two statements are true? (Choose two.)

  A. Oversubscription of virtual CPU or memory is not supported.
  B. Cisco Unified Contact Center Enterprise clustering over the WAN is not supported in the Cisco Unified Computing System B-Series.
  C. Cisco Unified Computing System B-Series supports both VMware ESX and ESXi virtualization software.
  D. VMware images must boot from the SAN and store all data on the SAN.
  A. Oversubscription of virtual CPU or memory is not supported.
  D. VMware images must boot from the SAN and store all data on the SAN.