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Cisco 642-241 Exam Syllabus Topics:

Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. In a Cisco Unified Contact Center Enterprise deployment in which the agents are configured to "auto answer" calls in their agent desk settings, which behavior is expected of the system?

A) If a timed after call work value is set for the system, the system will wait for this timer to expire before sending another call to the agent unless the agent state is changed manually to Available before the timer expires.
B) As soon as the agent hangs up the phone, the agent can change state to Not Ready to prevent being reserved for the next queued call.
C) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
D) As soon as the agent hangs up the phone, the next queued call will be sent to the agent regardless of any timed after call work or wrap-up code entry requirement.

2. In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is true?

A) WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
B) Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
C) Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
D) WebView 8.0(x) does not include report templates for 15-minute-interval reports.

3. Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)

A) Regions define the maximum bandwidth allowed per call.
B) Locations define the maximum bandwidth allowed per all calls to and from locations.
C) Regions define the maximum bandwidth allowed per all calls to and from locations.
D) Locations define the maximum bandwidth allowed per call.

4. 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 is routed to an agent
C) when the call terminates and data is written to the Cisco TCD table
D) when a call-routing script hits the first Queue to Skill Group node

5. Which table name is not used as part of the Cisco Unified Contact Center Enterprise 8.0(x) 15minute reporting model?

A) Agent_Interval
B) Call_Type_SG_Interval
C) Router_Interval
D) Agent_Skill_Group_Interval
E) Dialer_Interval

Solutions: