Cisco Cisco Certifications 642-241 Questions & Answers

• Question 101:

  When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?

  A. when the call is routed to an agent

  B. when the call is first post-routed from Cisco Unified Communications Manager

  C. when the call terminates and data is written to the Cisco TCD table

  D. when a call-routing script hits the first Queue to Skill Group node

  Correct Answer: B

• Question 102:

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

  A. The call cannot be transferred or conferenced back to an agent.

  B. Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.

  C. Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.

  D. Cisco Unified Contact Center Enterprise does not record the transfer number dialed.

  Correct Answer: C

• Question 103:

  Where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR?

  A. Call Type tables

  B. Skill Group tables

  C. Route Call Detail table

  D. Call Termination Detail table

  Correct Answer: A

• Question 104:

  How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/ Child model with calls queued at the parent?

  A. in the parent Cisco Unified ICM system, using Agent Level Detail data

  B. in the parent Cisco Unified ICM system, using skill group data

  C. in the child Cisco Unified Contact Center Enterprise system, using call type data

  D. in the child Cisco Unified Contact Center Enterprise system, using services data

  Correct Answer: A

• Question 105:

  When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR using a "Translation Route to VRU" node, which label is sent to the routing client?

  A. Cisco Unified IP IVR CTI route point

  B. Cisco Unified IP IVR CTI port

  C. Cisco Unified Communications Manager MTP

  D. Cisco Unified Communications Manager CTI route point

  Correct Answer: D

• Question 106:

  When a Cisco Unified Contact Center Enterprise agent transfers a call to another agent on a different Cisco Unified Communications Manager cluster, what is the impact if the agent dials the phone number of the second agent directly to perform the transfer?

  A. The second agent will not get screen pop data about the call.

  B. The second agent will not be able to perform a secondary transfer of the call.

  C. The caller will not hear queue music during the transfer.

  D. The different call leg records will be linked in the Cisco Unified Contact Center Enterprise database Termination Call Detail Variable Table.

  Correct Answer: A

• Question 107:

  Which tool is used in Cisco Unified ICM to develop call flows for the Cisco Unified Contact Center Enterprise solution?

  A. Router Log Viewer

  B. Call Tracer

  C. Script Editor

  D. Config Manager

  E. Applications Editor

  Correct Answer: C

• Question 108:

  In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if call queue times increase?

  A. Additional queue ports may be required to ensure that callers are able to be queued and hear appropriate treatment.

  B. No additional ports are required because the system will automatically put callers on hold in Cisco Unified Communications Manager waiting for a queue port to become available.

  C. Additional Cisco Unified Contact Center Enterprise Call Routers and Loggers are required.

  D. Additional Cisco Unified Communications Manager MTP resources are required to terminate media longer for callers in queue.

  Correct Answer: A

• Question 109:

  What role does the Cisco Unified ICM play in the Cisco Unified Contact Center Enterprise solution?

  A. plays music on hold and in queue for callers

  B. terminates media streams for agents and callers

  C. provides routing and queuing instructions for contacts

  D. records and stores voice calls for quality purposes

  Correct Answer: C

• Question 110:

  Which of the following statements is not correct regarding QoS and prioritization for traffic in a Cisco Unified Contact Center Enterprise deployment?

  A. QoS is only required when a customer does not have sufficient bandwidth to handle the Cisco Unified Contact Center Enterprise traffic.

  B. A network that is not prioritized correctly almost always has heartbeat timeouts or heartbeat problems.

  C. Large packets in a slow network can cause delay that results in the loss of one or more UDP heartbeats or TCP keepalive messages.

  Correct Answer: A