Cisco Others Cisco Certifications 642-242 Questions & Answers

• Question 1:

  When creating a new call routing script in the Cisco ICM Script Editor, what two steps must be included? (Choose two.)

  A. Run the Script Monitor mode to ensure the script functions properly.

  B. Validate the script to ensure there are no errors.

  C. Delete the prior script version to maintain less than 10 active script revisions.

  D. Schedule the script using Call Type Manager.

  E. Save the script and activate it in Script Editor.

  F. Create a matching VRU script name for the script in ICM.

  Correct Answer: BE

• Question 2:

  Refer to the exhibit. This is the setup of the Cisco Unified Communications Manager Telephony Call Control Group.

  Which two of the following is true based on this configuration? (Choose two.)

  A. Callers will be unable to use keypad digits to enter numbers on these CTI ports because the Media Termination Support radio button has "No" selected.

  B. The trunk group number must be defined as "112" in the Cisco Unified Contact Center Enterprise Configuration Manager tool.

  C. The Device Name for the CTI ports of this group in Cisco Unified Communications Manager will be named "xxxx_CTIP" where "xxxx" is the CTI port number.

  D. There are five CTI ports that begin with port number "3101" for this group in Cisco Unified Communications Manager.

  E. No calls will be routed to these CTI ports because the DN Calling Search Space is set to "None".

  Correct Answer: BD

• Question 3:

  The Cisco Unified Contact Center Enterprise Outbound Option uses the global variable "Skill.OutboundPercent" in the Administrative Script that controls the outbound campaign. What does this variable control?

  A. percent of dial list contacts to send to the Dialer at any given time

  B. percent of agents in this skill group who can be used for outbound contacts

  C. percent of contacts that are allowed to be abandoned by the campaign for regulatory compliance

  D. percent of agents that must be available for the campaign to run

  Correct Answer: B

• Question 4:

  Microsoft Windows service accounts are created for the Cisco Unified ICM 8.0(x) application to run. Which statement is true?"

  A. Service accounts are created in Active Directory in the Cisco Organizational Unit by the Cisco Unified ICM Domain Manager tool.

  B. Service accounts are created by Cisco Unified ICM Setup in the root organizational unit.

  C. Service accounts cannot be relocated from their installed directory.

  D. Service accounts are created as local users on Cisco Unified ICM Servers.

  Correct Answer: C

• Question 5:

  In a Cisco Unified Contact Center Enterprise design with a Cisco Unified Communications Manager cluster with three nodes:

  Publisher (PUB)

  Subscriber 1 (Sub1)

  Subscriber 2 (Sub2)

  For 500 agents with 1:1 redundancy option, PG A and B connect to Sub1 and Sub2 respectively.

  Which is the proper configuration of device pools and the Cisco Unified Communications Manager groups for redundancy?

  A. Device Pool 1 (CCM Group1 - Sub1, Sub2) Device Pool 2 (CCM Group2 - Sub2, Sub1)

  B. Device Pool 1 (CCM Group1 - Pub, Sub1) Device Pool 2 (CCM Group 2 - Pub, Sub2)

  C. Device Pool 1 (CCM Group1 - Sub1, Sub2) Device Pool 2 (CCM Group 2 ?Sub1, Sub2)

  D. Device Pool 1 (CCM Group1 - Pub, Sub2) Device Pool 2 (CCM Group 2 - Pub, Sub1)

  Correct Answer: A

• Question 6:

  In the Cisco Unified Contact Center Enterprise 7.0 solution, if a call is offered to two different skill groups, what is the effect on reporting?

  A. The call statistics will be reported only against the first skill group the call was offered to.

  B. The call statistics will be reported only against the skill group that actually handled the call.

  C. The call statistics will be reported against both skill groups as offered, but only handled by one (and dequeued for the others).

  D. The call statistics will be reported by call type, not skill group.

  Correct Answer: C

• Question 7:

  A Dialed Number Plan is configured in the Cisco Unified ICM configuration to manage and track agent-initiated calls. Dialed Number Plan patterns can contain wildcard values. Which of the following options is not acceptable to use in the wildcard pattern?

  A. digits

  B. letters

  C. and

  D. ?

  E. #

  Correct Answer: C

• Question 8:

  In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard button for "Emergency Assist," which will find the team supervisor and bring them into the call.

  

  Using the Agent Desk Settings above, how is the supervisor brought into the call?

  A. The supervisor will get a conference call from the agent, with just the agent first, then they can join the caller, and a CTI message will be sent to the call recording system to record this call.

  B. The supervisor will be joined into a conference with the agent and caller automatically, and a CTI message will be sent to the call recording system to record this call.

  C. The supervisor will be joined to a conference with the caller and the agent will be dropped from the call once the supervisor is connected, and a CTI message will be sent to the call recording system to record this call.

  D. The agent will have to manually consult the supervisor on their second line of the Cisco IP Phone, and a CTI message will be sent to the call recording system to record this call once the supervisor is on the line.

  Correct Answer: B

• Question 9:

  In the Cisco Unified Contact Center Enterprise solution with Cisco Unified IP IVR, how are service levels set for reporting?

  A. at the Cisco Unified ICM Service in the Service Explorer tool

  B. systemwide in the ICM Enterprise ConfigManager tool as a default

  C. at the Cisco Unified ICM Call Type using the Call Type List tool

  D. at the Cisco Unified ICM Skill Group using the Skill Group Explorer tool

  Correct Answer: C

• Question 10:

  Which two of the following options are functions of the Cisco Unified ICM Call Type Manager tool? (Choose two.)

  A. map call types to routing scripts

  B. create call types

  C. create dialed numbers

  D. map dialed numbers to call types

  E. map call type to skill groups

  Correct Answer: AD