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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Cisco Unified Communications Manager Integration | 19% | - Cluster over WAN and redundancy - CUCM design considerations for UCCE - CTI Manager and device integration |
| Advanced Features & Special Design Considerations | 15% | - Virtualization and consolidated design - Outbound Option and SIP Dialer - Mobile Agent and Remote Agent design - Security and network infrastructure |
| Call Flow & Routing Design | 22% | - Integration with CVP and gateways - Courtesy Callback and queuing - Scripting and routing logic - Inbound call flow design |
| UCCE Architecture & Component Design | 23% | - High availability and redundancy - Deployment models: PCCE, UCCE, Hosted - Sizing and capacity planning - Router, Logger, PG, VRU, and HDS design |
| Design Methodology & Requirements Gathering | 11% | - Define design constraints and assumptions - Analyze business and technical requirements |
| Post-Deployment & Sizing Tools | 10% | - Cisco UCCE Sizing Tool usage - Validation and documentation |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. You need to design Cisco Unified Communications Manager 6.1(1) for normal calls and contact center calls. The customer requirement is to have approximately 250 simultaneous MOH sessions. What is the minimum server platform that you can use?
A) standalone or co-resident MOH server using a Cisco MCS 7815 or equivalent
B) standalone MOH server using a Cisco MCS 7815 or equivalent
C) standalone or co-resident MOH server using a Cisco MCS 7835 or equivalent
D) standalone MOH server using a Cisco MCS 7835 or equivalent
2. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?
A) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
B) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.
C) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
D) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
3. When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)
A) Log in to Cisco Agent Desktop followed by Extension Mobility.
B) Log out of Extension Mobility and Cisco Agent Desktop at the same time.
C) Log in to Extension Mobility and Cisco Agent Desktop at the same time.
D) Log in to Extension Mobility followed by Cisco Agent Desktop.
E) Log out of Cisco Agent Desktop followed by Extension Mobility.
F) Log out of Extension Mobility followed by Cisco Agent Desktop.
4. In the Cisco Unified Contact Center Enterprise Outbound Option 8.0 SIP Dialer, where does the answering machine detection happen?
A) in the campaign manager on the Logger A server
B) in the dialer process on the Peripheral Gateway
C) in the Cisco Voice Gateway by using digital signal processing (DSP) resources
D) in the Media Routing Peripheral Gateway for the dialer
5. How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?
A) Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring
B) Cisco Unified Communications Manager Silent Monitoring
C) Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop
D) Cisco Remote Silent Monitoring (RSM) Service Monitoring
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D,E | Question # 4 Answer: C | Question # 5 Answer: A |
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