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642-243 Real Exam Questions

Unified Contact Center Enterprise Support

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Question 1 Drag & drop

DRAG DROP

the available Cisco Unified IP IVR on the left to its function on the right.

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Question 2 Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Call Routing Script shows one call failed in the Translation Route to VRU node.

How will the system treat this call?

  1. A

    If a Default Route is configured on the Peripheral, the call is redirected to the number configured under "Forward On Failure" on the CTI Route Point used for the Dialed Number in Cisco Unified Communications Manager.

  2. B

    The caller would hear the default error prompt from the Cisco Unified IP IVR.

  3. C

    The script would return the label 8000, so the call is redirected to the extension 8000 in Cisco Unified

    Communications Manager.

  4. D

    If a Default Route is configured on the Peripheral, the call is rerouted to the Default Route.

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Correct answer: D

Question 3 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 4 Single choice

Refer to the exhibit. After reviewing the CTIOS log shown in the exhibit, identify the "final" agent state for these agent IDs.

10771
99960
99920

  1. A

    Agent 10771 is TalkingAgent 99960 is BusyAgent 99920 is Talking

  2. B

    Agent 10771 is AvailableAgent 99960 is TalkingAgent 99920 is Reserved

  3. C

    Agent 10771 is ReservedAgent 99960 is AvailableAgent 99920 is Talking

  4. D

    Agent 10771 is BusyAgent 99960 is ReservedAgent 99920 is Talking

  5. E

    Agent 10771 is ReservedAgent 99960 is ReservedAgent 99920 is Busy

Show answer and explanation

Correct answer: C

Question 5 Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Routing Script and related Cisco Unified IP IVR Application shown in the exhibit are causing calls to drop while in queue at the Cisco Unified IP IVR.

What is the best option to correct this problem?

  1. A

    Add another "Run External Script" Node and connect the Success Path from Node 5 (five) to this new Node to allow calls to queue for an additional 180 seconds.

  2. B

    Increase the maximum steps for a Cisco Unified IP IVR Script in the IP-IVR/CRS Server AppAdmin >
    System Parameters.

  3. C

    Replace Node 6 (six) with a "Release Call" node which will transfer control of the queued call to the Cisco Unified IP IVR.

  4. D

    Use a Line Segment to connect the Success Path from Node 5 (five) to the "Queue to Skill Group"
    Node 4 (four).

  5. E

    Add additional Prompts in the Cisco Unified IP IVR BasicQ.aef script to play music, which will allow the script to play music for longer than 180 seconds.

Show answer and explanation

Correct answer: D

Question 6 Multiple choice

In the Cisco Unified Contact Center Enterprise system, there are several key utilities and commands that can be used to verify the state of a logged in agent.

Which two of these tools or lines of syntax should be used to perform this test? (Choose two.)

  1. A

    C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest:
    list_agent_status /agent 5001

  2. B

    C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: agent_status /agent
    5001

  3. C

    C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: list_agents

  4. D

    C:\>procmon UCCE PG1A pim1>>>>pim_list_agents

  5. E

    C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: dump_agents
    5000 /agent 67172900

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Correct answers: B, C

Question 7 Multiple choice

In the Cisco Unified Contact Center Enterprise deployment, agents are reporting they are getting two ACD calls from the system at once.

Which three of these tools or logs would be useful to help find the cause of this error? (Choose three.)

  1. A

    RTRTrace to enable tracing on the Cisco Unified ICM Call Router

  2. B

    Procmon to enable tracing on the Cisco Unified Communications Manager Peripheral Gateway

  3. C

    TraceUtil to enable tracing on the Cisco Unified Communications Manager Peripheral Gateway

  4. D

    EMSTrace to enable tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway

  5. E

    OPCTest to turn up tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway

  6. F

    OPCTrace to turn up tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway

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Correct answers: A, B, E

Question 8 Single choice

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment using the Multi-Site Centralized call processing model, all calls come into the central site for treatment or queuing and are then transferred across the WAN to agents. In this deployment, agents have reported that they are getting stuck in a reserved state but not getting the actual call delivered to them.

What is the most likely cause of this failure?

  1. A

    There are not enough Cisco Unified IP IVR ports available to queue calls at the central site.

  2. B

    The agents have lost connection to the centralized CTI OS Servers.

  3. C

    The agent's phone was off-hook during the transfer from the Cisco Unified IP IVR.

  4. D

    There was not enough bandwidth for the call over the WAN, and the Cisco Unified Communications Manager's Locations-based Call Admission Control rejected the call setup.

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Correct answer: D

Question 9 Multiple choice

In addition to enabling tracing in the Cisco Unified IP IVR, what additional trace files would be helpful in troubleshooting calls that are being dropped in the Cisco Unified IP IVR for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

  1. A

    Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug
    Trace Level set to Detailed

  2. B

    Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug
    Trace Level set to Error

  3. C

    Cisco Unified Communications Manager > CTI Services > SDI > Debug Trace Level set to Error

  4. D

    Cisco Unified Communications Manager > CTI Services > Cisco CTIManager > Debug Trace Level set
    to Detailed

  5. E

    Cisco Unified Communications Manager > CM Services > Cisco CTIManager > Debug Trace Level set
    to Detailed

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Correct answers: A, E

Question 10 Multiple choice

In a Cisco Unified Contact Center Enterprise deployment, which three traces would you apply for a Cisco Unified Communications Manager PIM in the Cisco Unified ICM PROCMON tool? (Choose three.)

  1. A

    trace *low* /on

  2. B

    trace csta* /on

  3. C

    trace *event /on

  4. D

    trace closedcalls /on

  5. E

    trace precall /on

  6. F

    trace routing /on

Show answer and explanation

Correct answers: B, C, E