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Cisco 642-241 Exam Syllabus Topics:

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

1. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the private network bandwidth that is required for the clustering over the WAN deployment model. Using these tables, how much bandwidth is required to support the following configuration:
BHCA coming into the contact center is 10,000.
One hundred percent of calls are treated by the Cisco Unified IP IVR, and 40 percent are queued.
All calls are sent to agents unless they are abandoned; 10 percent of calls to agents are transfers or conferences.
Four Cisco Unified IP IVRs are used to treat and queue the calls, with one Peripheral Gateway pair supporting them.
There is one Cisco Unified Communications Manager Peripheral Gateway pair for a total of 900 agents.
Calls have ten 40-byte call variables and ten 40-byte ECC variables.

A) Recommended Link: 2,550,000 with a Recommended Queue of 1,998,000
B) Recommended Link: 1,275,000 with a Recommended Queue of 999,000
C) Recommended Link: 330,000 with a Recommended Queue of 264,000
D) Recommended Link: 5,100,000 with a Recommended Queue of 3,996,000

2. DRAG DROP

3. What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?

A) Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.
B) Cisco Unified Contact Center Enterprise does not record the transfer number dialed.
C) The call cannot be transferred or conferenced back to an agent.
D) Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.

4. When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?

A) Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.
B) Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.
C) Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.
D) Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.

5. Which of these statements must be true to provide silent monitoring for Cisco Unified Contact Center Enterprise 8.0(x) mobile agents?

A) The supervisor must be configured as both an agent and a mobile agent.
B) The inbound call and the mobile agent remote call leg must not be placed using the same voice gateway.
C) The agent must be configured as "nailed up" and not "call-by-call."
D) The local CTI port must have MOH enabled in Cisco Unified Communications Manager.
E) A mobile agent PC must be connected to the local phone at the agent location.

Solutions: