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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Call routing architecture and call flow design - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| Topic 2: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - Agent, call volume, and concurrency planning - High availability and redundancy design |
| Topic 3: Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) |
| Topic 4: Security and Integration | - Security design for contact center environments - Integration with Cisco Unified Communications Manager - CRM and third-party system integration concepts |
| Topic 5: Reporting and Monitoring | - Historical and real-time reporting concepts - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design |
| Topic 6: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?
- A. when the call is first post-routed from Cisco Unified Communications Manager
- B. when the call terminates and data is written to the Cisco TCD table
- C. when the call is routed to an agent
- D. when a call-routing script hits the first Queue to Skill Group node
Correct Answer: A 🗳️
Which Cisco Unified IP phone model is incompatible with the Cisco Unified Contact Center Enterprise system 8.0(x)?
- A. 9951
- B. 7970
- C. 7920
- D. 7930
- E. 6921
Correct Answer: D 🗳️
Which Cisco Unified IP phone model is incompatible with Cisco Unified Communications Manager Silent Monitoring 8.0(x)?
- A. 9971
- B. 7970
- C. IP Communicator 8.0(x)
- D. 8961
- E. 6921
Correct Answer: B 🗳️
Which Cisco Unified IP phone model is incompatible with Cisco Unified Contact Center Enterprise Desktop Silent Monitoring 8.0(x)?
- A. 9951
- B. 7940
- C. 7912
- D. 6941
- E. 8961
Correct Answer: C 🗳️
In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)
- A. The CTI Desktop will show only the ACD line that the agent used to log in.
- B. The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.
- C. If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
- D. If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.
Correct Answer: A,D 🗳️
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