| 642-241 Exam |
[Mar. 31st, 2009|01:22 am] |
Unified Contact Center Enterprise Design
Exam Number: 642-241
Duration: 90 Minutes (75-85 Questions)
Available Languages: English
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Exam Description Exam Topics
Exam Description
The 642-241 UCCED Unified Contact Center Enterprise Design exam tests a candidate’s knowledge of design considerations and guidelines for deploying Cisco Unified Contact Center Enterprise solutions. Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network.
Exam Topics
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
Describe the features and functionality of the UCCE solution (team)
* Describe the role of CallManager in UCCE
* Describe the role of Gateways in UCCE
* Describe the role of Gatekeepers & Proxy Servers in UCCE
* Describe the role of ICM in UCCE
* Describe the role of CTI in UCCE
* Describe the role of IP IVR in UCCE
* Describe the role of CVP in UCCE
* Describe the role of IP Phones & Communicator in UCCE
* Describe the role of LAN/WAN Networking in UCCE environments
* Describe the role of QoS in UCCE
* Describe the role of Security in UCCE
Identify the design considerations for Unified CallManager in a UCCE solution
* Describe the impact of CTI devices and agent devices on CallManager capacity
* Describe the impact of CTI users and associations of CTI devices on CallManager capacity
* Describe the impact of AD, DC Directory, & iPlanet integration with CallManager
* Describe the impact of MOH and media resources in CallManager
* Describe the impact of JTAPI connections over the WAN in CallManager
* Describe the impact of CAC & AAR in CallManager
* Describe the impact of dial plan considerations in CallManager
* Describe the impact of Calling Search Space/Partition, codec, conferences, & MTP in CallManager
* Describe the impact of extension mobility in CallManager
* Describe the impact of CallManager groups & device pool in CallManager
* Describe the impact of attendant console in CallManager
Identify the design considerations for network components in a UCCE solution
* List the factors that contribute to Gateway capacity calculations
* Explain how H.323 Gateways & Gatekeepers are used with CVP
* Explain how SIP Gateways & Proxy Servers are used with CVP
* Explain how VoiceXML Gateways are used with CVP
* Describe the QoS requirements for Gateways
* Explain how applications and services are used on Gateways
* List the call transfer methods supported by the UCCE solution
* Describe the call survivability/high availability options available in the UCCE solution
* List network security options for voice calls
* Describe interoperability of voice protocols in the UCCE environment (IP Gateway)
* List the factors that impact bandwidth capacity in the UCCE environment
Identify the design considerations for Unified ICM in a UCCE solution
* Describe the usage of public and private networks in ICM (fault tolerance)
* Describe the usage of public networks (LANs & WANs) in ICM (see 4.15)
* Describe the integration between the ICM and the AD infrastructure
* Explain the importance of QoS in a UCCE solution
* Explain database requirements and their impact on a UCCE solution
* Describe the reporting implications of network queuing vs. local queuing
* Describe the use of call types for reporting data segmentation
* Describe the use of data filtering with CVP reporting
* Describe the options for Admin Workstation/HDS/WebView Servers
* Differentiate between CVP and IP IVR as a queue point
* Differentiate between CVP and IP IVR as a self-service platform
* Describe the advantages & disadvantages of using MicroApp vs. voiceXML server scripting (ECC variables and their impact on the database)
* Describe factors that impact PG performance (mobile agent, number of skills per agent, Outbound Option, CAD, & CAD with IPPA)
* Describe the network requirements for clustering over the WAN with UCCE
* Describe the network requirements for PG to ICM Central Controller over the WAN with UCCE
* Describe the selection criteria for choosing System Unified CCE
* Describe the selection criteria for choosing CTI OS or CAD
Exam Number/Code: 642-241
Exam Name: Unified Contact Center Enterprise Design (UCCED)
“Unified Contact Center Enterprise Design (UCCED)”, also known as 642-241 exam, is a Cisco certification.
Preparing for the 642-241 exam? Searching 642-241 Test Questions, 642-241 Practice Exam, 642-241 Dumps?
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
Answer: C
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
Answer: B
QUESTION 3
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
Answer: D
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
Answer: D
QUESTION 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
Answer: B
QUESTION 6
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
Answer: E
QUESTION 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
Answer: A, D
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QUESTION 8
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
Answer: A, F
QUESTION 9
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
Answer: A
QUESTION 10
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
Answer: D
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With the complete collection of questions and answers, certpaper has assembled to take you through 80 Q&As to your 642-241 Exam preparation. In the 642-241 exam resources, you will cover every field and category in Others helping to ready you for your successful Cisco Certification.
Questions and Answers : 80 Q&As
Updated: April 8th , 2008. |
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