Cisco Cisco Certifications 642-241 Questions & Answers

• Question 21:

  Which three of these features are supported by the Cisco Unified Contact Center Enterprise Cisco Unified IP Phone Agent? (Choose three.)

  A. silent monitoring

  B. call recording

  C. Cisco Agent Desktop automated workflows

  D. Cisco Agent Desktop supervisor agent reskilling

  E. call center statistics

  Correct Answer: ABE

• Question 22:

  Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)

  A. Regions define the maximum bandwidth allowed per call.

  B. Locations define the maximum bandwidth allowed per all calls to and from locations.

  C. Locations define the maximum bandwidth allowed per call.

  D. Regions define the maximum bandwidth allowed per all calls to and from locations.

  Correct Answer: AB

• Question 23:

  Which two statements are Cisco Best Practices when enabling CTI Manager on a Cisco Unified Communications Manager Server? (Choose two.)

  A. CTI Manager must be enabled on the Cisco Unified CallManager publisher to allow CTI applications access to the publisher database.

  B. CTI applications should be load-balanced across all CTI Managers in a cluster.

  C. All phones on the Cisco Unified Communications Manager cluster should be associated with CTI Manager to allow calls to be sent to the phones.

  D. CTI Manager should only be enabled on call-processing subscribers.

  Correct Answer: BD

• Question 24:

  Which two of the following statements are correct regarding Cisco voice gateways in the Cisco Unified Contact Center Enterprise solution? (Choose two.)

  A. Additional call processing is available by using H.323 Tcl scripts and additional dial peers.

  B. Additional call processing is available by using MGCP Tcl scripts and additional dial peers.

  C. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 184 calls using ISDN PRI service.

  D. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 192 calls using ISDN PRI service.

  Correct Answer: AC

• Question 25:

  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 Extension Mobility and Cisco Agent Desktop at the same time.

  B. Log out of Extension Mobility followed by Cisco Agent Desktop.

  C. Log in to Extension Mobility followed by Cisco Agent Desktop.

  D. Log out of Cisco Agent Desktop followed by Extension Mobility.

  E. Log in to Cisco Agent Desktop followed by Extension Mobility.

  F. Log out of Extension Mobility and Cisco Agent Desktop at the same time.

  Correct Answer: CD

• Question 26:

  You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)

  A. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions

  B. server hardware model for Cisco Unified Communications Manager subscriber nodes

  C. number of configured Cisco Unified Contact Center Enterprise agents and supervisors

  D. number of translation routes built in the Cisco Unified Contact Center Enterprise system

  E. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise

  F. number of users administering the Cisco Unified Communications Manager

  Correct Answer: AB

• Question 27:

  Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)

  A. controls call and agent state

  B. places outbound calls for agents in the Outbound Option Progressive mode

  C. presents information provided by the caller from the voice response system

  D. accepts Instant Messaging requests from third-party chat clients routed to the agent

  E. presents caller data to agent in pre-call whisper with the Cisco IP phone

  Correct Answer: AC

• Question 28:

  In the Cisco Unified Contact Center Enterprise 8.0(x) system, if an agent requires more than five skills, what is the impact to the Peripheral Gateway?

  A. None, agents can have an unlimited number of skills defined.

  B. None, agents can only have five skills defined.

  C. As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 20 skills per agent with 1000 total agents.

  D. As skills are added to agents, the total number of agents supported on the PG is decreased to a maximum of 50 skills per agent with 484 total agents.

  Correct Answer: D

• Question 29:

  In the Cisco Unified Contact Center Enterprise solution, which CTI option is required to support an integration to drive Siebel agent workflows and provide data to the Siebel application?

  A. Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration

  B. Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector

  C. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option

  D. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server

  E. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition

  Correct Answer: B

• Question 30:

  Which Cisco Unified ICM Administrative Server type does not require Microsoft SQL Server to be installed on the physical server?

  A. Administrative Server with Real Time Data

  B. Administration Client

  C. Historical Data Server with Detail Data Server

  D. Administrative Server with Historical Data Server

  E. Configuration Only Administrative Server

  Correct Answer: B