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Exam Code: 642-241
Exam Name: Cisco (Unified Contact Center Enterprise Design (UCCED))
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NO.1 Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified
Communications Manager in the Cisco Unified Contact Center Enterprise solution?
A.AXL
B.SIP
C.H.323
D.JTAPI
E.SOAP
Correct:D
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NO.2 When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP
IVR to queue the call using a translation route to VRU, what label is sent to the routing client?
A.Cisco Unified Contact Center Enterprise Busy label
B.Cisco Unified IP IVR CTI port
C.Cisco Unified Communications Manager MTP
D.Cisco Unified Communications Manager CTI route point
Correct:D
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NO.3 Which two configuration tasks are necessary in the Cisco Unified Communications Manager for
the Cisco Unified Contact Center Enterprise solution? (Choose two.)
A.configure agent IP phone, supervisor IP phone, and CTI route points
B.configure agent ID, supervisor ID, and system administrator password
C.configure agent, supervisor, and CTI user accounts
D.configure scripts for call routing
E.configure call routing to agents
F.configure device associations of agent phones and CTI devices with the PG user
Correct:A F
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NO.4 Which type of user access is not controlled by Microsoft Windows Active Directory in Cisco
Unified Contact Center Enterprise?
A.agent login
B.supervisor login
C.WebView user login
D.service account login
Correct:A
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NO.5 Which of the following configurations are supported with the Cisco Unified Contact Center
Enterprise solution?
A.Cisco Agent Desktop with Communications Manager Attendant Console
B.Cisco Agent Desktop without Communications Manager Attendant Console
C.Cisco CTI Object Server Agent Desktop with Communications Manager Attendant Console
D.Cisco Siebel Driver/CRM Desktop with Communications Manager Attendant Console
Correct:B
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NO.6 When sizing the Cisco Unified Communications Manager cluster in a Cisco Unified Contact
Center Enterprise solution with the Cisco Unified IP IVR, which factor must be taken into account?
A.the number of dialed numbers configured in the Cisco Unified Contact Center Enterprise Call Router
B.the maximum number of concurrent calls in progress in the Cisco Unified IP IVR, serviced by CTI ports
C.the number of Run VRU script nodes executed by the Cisco Unified Contact Center Enterprise routing
script once the call is terminated in the Cisco Unified IP IVR
D.the total number of CTI route points, CTI ports, and BHCAs associated with the Cisco Unified IP IVR
E.the maximum number of concurrent agents in the Cisco Unified Contact Center Enterprise system
Correct:D
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NO.7 Which two of the following are not parts of the Cisco Unified Communications Manager device
pool configuration? (Choose two.)
A.primary Cisco Unified Communications Manager group
B.SRST reference
C.region
D.location
E.Media Resource Group List
Correct:A D
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NO.8 Which of these functions is not a function of the Cisco Unified Contact Center Enterprise
solution?
A.reporting with WebView
B.CTI desktop functionality for agent state control
C.call-routing functionality based on real-time conditions
D.instructing queue points to play specific messages to callers
E.accepting media streams and acting as a conference bridge
Correct:E
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NO.9 Which of the following Cisco Unified Customer Voice Portal call-flow models does not require a
Cisco IOS-based VoiceXML Gateway?
A.Standalone Self-Service
B.Cisco Unified Customer Voice Portal Call Control
C.Cisco Unified Customer Voice Portal Call Control with Queue and Collect
D.Cisco Unified Customer Voice Portal Call Control with Queue and Self-Service
E.Cisco Unified Contact Center Enterprise Network Interface Controller-based Call Control with Cisco
Unified Customer Voice Portal Queue, Collect, and Self-Service
Correct:B
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NO.10 In a Cisco Unified Contact Center Enterprise design, the customer requires that agents are able
to make personal outbound calls from their Cisco IP phone, but they do not want to allow the
agent to use their ACD line for these calls. How would this requirement be addressed given the
following: Agent ACD Line: 1000 (DN) Allow PSTN calling search space: Allows outbound calls to
PSTN. Block PSTN calling search space: Blocks outbound calls to PSTN.
A.add second line on IP phone with DN 1000, but in different partition, allow PSTN calling search space
B.add second line on IP phone with DN 1000, but in same partition, block PSTN calling search space
C.add second line on IP phone with DN 2000, but in different partition, allow PSTN calling search space
D.add second line on IP phone with DN 2000, but in same partition, block PSTN calling search space
Correct:C
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