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Cisco 642-243 Online Practice Questions and Exam Preparation

642-243 Exam Details

  • Exam Code
    :642-243
  • Exam Name
    :Unified Contact Center Enterprise Support
  • Certification
    :Cisco Certifications
  • Vendor
    :Cisco
  • Total Questions
    :44 Q&As
  • Last Updated
    :Jul 12, 2026

Cisco 642-243 Online Questions & Answers

  • Question 21:

    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

    A. Agent 10771 is TalkingAgent 99960 is BusyAgent 99920 is Talking
    B. Agent 10771 is AvailableAgent 99960 is TalkingAgent 99920 is Reserved
    C. Agent 10771 is ReservedAgent 99960 is AvailableAgent 99920 is Talking
    D. Agent 10771 is BusyAgent 99960 is ReservedAgent 99920 is Talking
    E. Agent 10771 is ReservedAgent 99960 is ReservedAgent 99920 is Busy

  • Question 22:

    Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor provides a "Monitor Mode" that is useful in understanding how calls are being handled in real time. Given the screen capture, which two states describe the calls handled by this Call Routing Script? (Choose two.)

    A. Thirty calls are currently in queue for the "Gold" Skill Group.
    B. Three calls failed the Queue to Skill Group Node because no "Gold" agents were logged in.
    C. Agents in the "Gold" Skill Group were immediately available for 20 calls.
    D. Four calls remained in queue on the Cisco Unified IP IVR waiting for available agents and heard the prompts played by the "qmsg" script.
    E. "CCM1_1" is the Media Routing Domain of the "Gold" Skill Group.

  • Question 23:

    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.)

    A. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Detailed
    B. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Error
    C. Cisco Unified Communications Manager > CTI Services > SDI > Debug Trace Level set to Error
    D. Cisco Unified Communications Manager > CTI Services > Cisco CTIManager > Debug Trace Level set to Detailed
    E. Cisco Unified Communications Manager > CM Services > Cisco CTIManager > Debug Trace Level set to Detailed

  • Question 24:

    Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with the Outbound Option, the CCM1_Cisco_Voice_Sales skill group did not receive any outbound calls on Tuesday between 8:30 m. and 9:00 a.m.

    During this time frame the campaign was scheduled to begin at 8:30 a.m. and 10 (ten) agents were logged into the skill group.

    Based on the Cisco Unified ICM Admin Script that is used to control the outbound calling, what could cause the group not to get any outbound calls?

    A. The Outbound Percent for the skill is set to 50%.
    B. The Admin Script is invalid because the Time legs are inverted.
    C. The period the Admin Script was set to run is hourly and the next time that it ran was 9:00 a.m.
    D. The Outbound mode in Node 6 should be set to "BLENDED".

  • Question 25:

    Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the call flow allows the caller to opt out and leave a voice-mail message for an agent team while in queue. The Cisco Unified IP IVR application "Script1.aef" is called to prompt the caller and transfer the call to voice mail. What impact does the script shown in the exhibit have on the system?

    A. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Abandoned" in the Cisco Unified CCE Call Type reporting.
    B. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Transferred Out" in the Cisco Unified CCE Call Type reporting.
    C. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Handled" in the Cisco Unified CCE Call Type reporting.
    D. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
    E. Callers will remain in queue after they leave the voice-mail message.

  • Question 26:

    Common configuration elements occur across Cisco Contact Enterprise solution components. Drag and drop the Cisco Unified ICM configuration elements on the left to the matching Cisco Unified Communications Manager and IP IVR configuration elements on the right.

    Select and Place:

  • Question 27:

    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.

    Select and Place:

  • Question 28:

    Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, calls are failing during the Translation Route to the Cisco Unified IP IVR. Review the MIVR log file and select the most possible reason for this failure.

    A. There are not enough Sessions configured on the JTAPI Trigger configuration of the Cisco Unified IP IVR.
    B. There are not enough Channels configured in the Cisco Media Group of the Cisco Unified IP IVR.
    C. There are not enough CTI Ports configured in the CTI Port Group of the Cisco Unified IP IVR.
    D. The CTI Port's Partition is not in the Calling Search Space of the JTAPI Trigger in the Cisco Unified IP IVR.

  • Question 29:

    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.)

    A. trace *low* /on
    B. trace csta* /on
    C. trace *event /on
    D. trace closedcalls /on
    E. trace precall /on
    F. trace routing /on

  • Question 30:

    When troubleshooting calls that are dropping in the Cisco IP IVR in the Cisco Unified Contact Center Enterprise solution, which log file settings would be useful? Select the three best options for tracing from the AppAdmin > System > Tracing menu. (Choose three.)

    A. Trace Configuration > CRS Engine > SUBSYSTEMS turn on these MIVR trace Debug levels SS_TEL and SS_ICM
    B. Trace Configuration > CRS Engine > SUBSYSTEMS turn on these MIVR trace Debug levels SS_TEL and SS_JTAPI and SS_ICM
    C. Trace Configuration > CRS Engine > SUBSYSTEMS Under MISCELLANEOUS, turn on this MIVR trace Debug level for ENG
    D. Trace Configuration > CRS Engine > SUBSYSTEMS Under LIBRARIES, turn on this MIVR trace Debug level for LIB_ICM
    E. Trace Configuration > CRS Engine > SUBSYSTEMS Under LIBRARIES, turn on this MIVR trace Debug level for LIB_JTAPI

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