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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| System Sizing and Capacity Planning | - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments - High availability and redundancy design |
| 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) |
| Security and Integration | - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager - Security design for contact center environments |
| Dial Plan and Call Routing Design | - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers - Routing scripts and VXML/CVP integration concepts |
| Reporting and Monitoring | - Cisco Unified Intelligence Center (CUIC) reporting design - System monitoring and troubleshooting considerations - Historical and real-time reporting concepts |
| Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design - SIP and voice gateway integration |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
What is the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise 8.0(x) system?
- A. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33-each outbound port is equivalent to 1.33 agents on the peripheral gateway.
- B. Cisco Unified Outbound Dialer reduces agent capacity by a factor of four-each outbound port is equivalent to four agents on the peripheral gateway.
- C. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15-each outbound port is equivalent to 15 agents on the peripheral gateway.
- D. Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.
Correct Answer: A 🗳️
In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which WAN configuration is not supported?
- A. Three WAN links: One private network connection and two visible networks (highly available) which do not fail over to the private network.
- B. Two WAN links: One private network connection and one visible network that is allowed to fail over to the private network if the visible network fails.
- C. One WAN link: All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to ensure latency and bandwidth requirements.
- D. One MAN or SONET link: All traffic is converted on a single SONET ring network that is designed to automatically reroute if there is a link failure in one direction.
Correct Answer: D 🗳️
In the Cisco Unified Contact Center Enterprise Outbound Option 8.0 SIP Dialer, where does the answering machine detection happen?
- A. in the Media Routing Peripheral Gateway for the dialer
- B. in the Cisco Voice Gateway by using digital signal processing (DSP) resources
- C. in the campaign manager on the Logger A server
- D. in the dialer process on the Peripheral Gateway
Correct Answer: B 🗳️
You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)
- A. server hardware model for Cisco Unified Communications Manager subscriber nodes
- B. number of translation routes built in the Cisco Unified Contact Center Enterprise system
- C. number of configured Cisco Unified Contact Center Enterprise agents and supervisors
- D. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions
- E. number of users administering the Cisco Unified Communications Manager
- F. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise
Correct Answer: A,D 🗳️
A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers). If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events will occur? (Choose two.)
- A. The system will operate as it did prior to failure.
- B. The Call Router Side B will stay active, while the Call Router Side A will go idle.
- C. Both sides will go active.
- D. There is no ability to make configuration changes nor write any historical data to Logger A from Call Router A.
- E. The Call Router Side A will stay active, while Call Router Side B will go idle.
Correct Answer: D,E 🗳️
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