Cisco 642-241 Online Practice Questions and Exam Preparation

Cisco 642-241 Online Questions & Answers

• Question 71:

  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
  D. JTAPI

• Question 72:

  The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

  A. pre-routing
  B. post-routing
  C. translation routing
  D. event-based routing
  E. service control routing
  C. translation routing

• Question 73:

  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.
  C. The number of nailed-up agents with CTI OS cannot be more than 1156.

• Question 74:

  Which statement is correct about the Erlang-C sizing calculation model?

  A. Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
  B. Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
  C. Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
  D. Erlang-C is used for sizing agents in a queuing model.
  D. Erlang-C is used for sizing agents in a queuing model.

• Question 75:

  Where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR?

  A. Call Type tables
  B. Skill Group tables
  C. Route Call Detail table
  D. Call Termination Detail table
  A. Call Type tables

• Question 76:

  How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?

  A. Cisco Unified Communications Manager Silent Monitoring
  B. Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop
  C. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring
  D. Cisco Remote Silent Monitoring (RSM) Service Monitoring
  C. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring

• Question 77:

  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
  D. Cisco Unified CRM Connector for Siebel

• Question 78:

  The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?

  A. Cisco Unified Communications Manager Real-Time Monitoring Tool
  B. Cisco Unified Contact Center Enterprise Support Tools
  C. Cisco Unified ICM CLI
  D. Web-based portico interface
  E. direct URL that is typed into an Internet browser
  B. Cisco Unified Contact Center Enterprise Support Tools

• Question 79:

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

  A. automatic call distribution
  B. integrated call distribution
  C. interactive voice response system
  D. call switching to agent and Cisco Unified IP IVR
  D. call switching to agent and Cisco Unified IP IVR

• Question 80:

  When call progress analysis is done in the voice gateway with the Cisco Unified Contact Center Enterprise Outbound Option 8.0, which protocol is used to communicate the call progress status to the dialer?

  A. H.323
  B. MCGP
  C. SIP
  D. SCCP
  C. SIP