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Cisco 642-241 Exam Syllabus Topics:

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

1. When call progress analysis is done in the voice gateway with the Cisco Unified Contact Center Enterprise Outbound Option 8.0, which protocol is used to communicate the call progress status to the dialer?

A) H.323
B) SIP
C) SCCP
D) MCGP

2. Which two of these are not parts of the Cisco Unified Communications Manager Release 6.1(1) device pool configuration? (Choose two.)

A) Media Resource Group List
B) SIP trunk
C) SRST reference
D) region
E) primary Cisco Unified Communications Manager group

3. What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?

A) The call is reset to the new call type, like a new call with all counters reset to zero.
B) The call is reclassified and the system picks a new routing script based on the call type.
C) There is no impact, the call type is only used for the initial script selection process.
D) The call type is changed and maintains the old data in the original call type.

4. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
B) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
D) the time that the agent spent talking to the caller, including any hold time during the call

5. Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)

A) Cisco Unified Contact Center Enterprise Cisco Agent Desktop
B) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition
C) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
D) Cisco Unified Contact Center Enterprise Siebel CRM Connector

Solutions: