Cisco 642-243 Online Practice Questions and Exam Preparation

Cisco 642-243 Online Questions & Answers

• Question 11:

  Drag and drop the Cisco Unified Communications Manager tool on the left to its function on the right.

  Select and Place:

  

  

• Question 12:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, Agent 180020 using the Cisco Unified Communications Manager IP Phone with Extension 7220 is unable to log in to the system.

  Given the configuration in the exhibit, what changes need to be made to allow this agent to log in?

  

  A. Add the agent's device (IP Phone) to the Controlled Devices for PGuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.
  B. Add Agent 180020 to the "Sales" skill group to allow the system to route calls to the agent.
  C. Add the agent's device (IP Phone) to the Controlled Devices for IPIVRuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.
  D. Add the Role "Standard Presence User" to the PGuser configuration using Cisco Unified Communications Manager Administration.
  A. Add the agent's device (IP Phone) to the Controlled Devices for PGuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

• Question 13:

  In the Cisco Unified Contact Center Enterprise system, which of these steps will enable JTAPI tracing for the Cisco Unified IP IVR/CRS Server?

  A. IP-IVR JTAPI traces are enabled during installation by default with IP-IVR/CRS 4.X and higher.
  B. Enable debugging from the IP-IVR/CRS Application Administration System > Tracing > CRS Engine > Subsystems > SS_Tel and SS_ICM.
  C. In the IP-IVR/CRS Server - Start Programs > CiscoJTAPI > Cisco Unified Communications JTAPI Preference.
  D. JTAPI tracing is handled by the Cisco Unified Communications Manager so JTAPI tracing is enabled by activating the CTI Manager tracing.
  C. In the IP-IVR/CRS Server - Start Programs > CiscoJTAPI > Cisco Unified Communications JTAPI Preference.

• Question 14:

  Refer to the exhibit. An agent in a Cisco Unified Contact Center Enterprise system is reporting that the system is automatically changing the agent's state from "Ready" to "Not-Ready" for no apparent reason.

  In the Cisco Unified Communications Manager configuration, the default Calling Search Space for the CTI Ports and CTI Route Points is "Calling Party."

  Given the log file and Cisco Unified Communications Manager configuration, which option is the most likely cause of the failure?

  

  A. The agent walked away from the desk without putting him or herself into "Not Ready."To resolve this issue instruct the agent to put his or her phone in a "Not Ready" state before leaving the workstation.
  B. The error is caused by a Cisco Unified Communications Manager Calling Search Space mis- configuration.The Calling Search Space of the CTI Route Point 1208 needs to have the agent's extension 613373 in Cisco Unified Communications Manager.
  C. The error is caused by a Cisco Unified Communications Manager Calling Search Space mis- configuration.The Calling Search Space of the calling device needs to have the agent's extension 613373 in Cisco Unified Communications Manager.
  D. The agent's extension 613373 is not associated with the IP-IVR JTAPI/CTI user in Cisco Unified Communications Manager.From the Cisco Unified Communications Manger Administration > User; add extension 613373 as a controlled device.
  C. The error is caused by a Cisco Unified Communications Manager Calling Search Space mis- configuration.The Calling Search Space of the calling device needs to have the agent's extension 613373 in Cisco Unified Communications Manager.

• Question 15:

  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?

  

  A. There are not enough Cisco Unified IP IVR ports available to queue calls at the central site.
  B. The agents have lost connection to the centralized CTI OS Servers.
  C. The agent's phone was off-hook during the transfer from the Cisco Unified IP IVR.
  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.
  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.

• Question 16:

  In the Cisco Unified Contact Center Enterprise solution, which command should be entered at the command prompt to invoke the Cisco Unified ICM Support Tools command-line version of the "Log Collection Utility" in interactive mode?

  A. lct
  B. lcutil
  C. lcutility
  D. lctool
  E. supporttoolslogcollection
  D. lctool

• Question 17:

  Refer to the exhibit. In this Cisco Unified Contact Center Enteprise system design:

  All calls come into the US Data Center for treatment or queuing in a local Cisco Unified IP IVR Agents are located in a call center in the US and India and there are also Mobile Agents in their local countries using "nailed-up" connections via the local PSTN All agents are using CTI OS for their agent desktop, using a specific connection profile to define the appropriate silent monitoring method for their location In this design, a Supervisor in the US wants to monitor agents in India. What are the possible combinations that will allow that to happen? (Choose two.)

  

  A. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor any CTI OS agent in India.
  B. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the Mobile Agents in India.
  C. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the internal or local Call Center Agents in India.
  D. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor any CTI OS agent in India.
  E. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the Mobile Agents in India.
  F. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the internal or local Call Center Agents in India.
  C. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the internal or local Call Center Agents in India.
  E. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the Mobile Agents in India.

• Question 18:

  Drag and drop the Cisco Unified ICM Support Utility on the left to its function on the right.

  Select and Place:

  

  

• Question 19:

  Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, there are a number of different log files that are generated by different components and processes in the solution. Identify the specific process that generated the log file.

  

  A. CTI OS (Server)
  B. CTI OS (Client)
  C. JTAPI Gateway (jgw)
  D. UC Manager PIM (Enterprise Agent PIM)
  E. ICM Call Router (rtr)
  D. UC Manager PIM (Enterprise Agent PIM)

• Question 20:

  Drag and drop the Cisco Unified ICM Utility Tool on the left to its function on the right.

  Select and Place: