Cisco Cisco Certifications 642-242 Questions & Answers

• Question 101:

  In a Cisco Unified ICM routing script, what is the best way to assign a sales call a higher priority in the system?

  A. At the beginning of the Sales routing script, use the Queue Priority node to set the priority of all calls hitting that script to 1.

  B. In the Queue to Skill Group node, set the call priority to 1 for any Sales skill group queue nodes.

  C. In the Queue to Skill Group node, set the call priority to 10 for any Sales skill group queue nodes.

  D. Use a Queue Priority node for support and other non-sales calls with priority 1.

  Correct Answer: B

• Question 102:

  When installing Microsoft SQL Server for the Cisco Unified Contact Center Enterprise 7.0 release, which of the following settings is required for TempDB?

  A. Check Autogrow option (enable).

  B. Clear Autogrow option (disable).

  C. Increase the size of the TempDB database and logs to half the available disk space.

  D. Leave database settings for TempDB at the default SQL settings.

  Correct Answer: B

• Question 103:

  Refer to the exhibit.

  

  The Peripheral Interface Manager on the Agent Peripheral Gateway displays status information in the title bar of the process window.

  Which two of the following can you identify from this exhibit? (Choose two.)

  A. The Instance Name of this Cisco Unified Contact Center Enterprise deployment is "cus01".

  B. The Peripheral Interface Manager process on PG1B is in the ACTIVE state.

  C. The JTAPI Gateway process is in an ACTIVE state.

  D. The first Peripheral Interface Manager process on this Peripheral Gateway is IDLE.

  E. This is not an Agent Peripheral Gateway; it is an Expert Advisor Peripheral Gateway.

  Correct Answer: AC

• Question 104:

  Refer to the exhibit.

  

  The Cisco Unified Contact Center Enterprise system uses the ICMDBA utility to manage the databases in the solution.

  Which of the following databases is not managed by the ICMDBA tool?

  A. Logger Side A

  B. Logger Side B

  C. Outbound Option

  D. Dialer Port Map

  E. Administration Data Server DDS

  Correct Answer: D

• Question 105:

  When configuring the Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR, how is the return on no answer configured for agents?

  A. in Cisco Unified Communications Manager as a Forward on No Answer setting

  B. in Cisco Unified ICM PG Explorer as a Peripheral Configuration Parameter

  C. in Cisco Unified ICM agent desk settings

  D. in the Cisco Unified IP IVR Queue Loop

  Correct Answer: C

• Question 106:

  A default label can be configured for a dialed number in the Cisco Unified ICM Configuration Manager.

  This default label is used under which two circumstances? (Choose two.)

  A. It is the default and is used in all situations.

  B. If a target cannot be determined within the timeout threshold of the routing client.

  C. If an ICM routing script reaches an End node without having produced a target.

  D. If a RONA event occurs when attempting to deliver a call to an agent.

  E. If an agent call fails due to call admission control.

  Correct Answer: BC

• Question 107:

  In a Cisco Unified Contact Center Enterprise solution, the agent phones are set up with two lines: DN 2XXX as the first line for ACD calls, and DN 3XXX as the second line for private/personal calls.

  How could these phones be configured to provide a backup call routing strategy for the agents for maintenance/outages of the UCCE system?

  A. Set the Call Forward on Failure for the 2XXX first line to forward the call to the 3XXX second line on the agent phone.

  B. Set up call forwarding from first line 2XXX range to second line 3XXX.

  C. Create a Cisco Unified Communications Manager hunt group that has the agent phone line in 3XXX range.

  D. Set up call forwarding from second line 3XXX range to first line 2XXX.

  Correct Answer: C

• Question 108:

  Which interface is used by the Cisco Unified ICM VRU Peripheral Gateway to communicate with the Cisco Unified IP IVR?

  A. JTAPI

  B. H.323

  C. SIP

  D. GED-125 Service Control

  Correct Answer: D

• Question 109:

  In the Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR, which statement is false?

  A. A duplex IVR PG can be split across the WAN provided there are IP IVRs at each location and they are local to a Cisco Unified Communications Manager subscriber.

  B. Loss of visible connection between Peripheral Gateways will not affect calls if the private network is uninterrupted.

  C. Latency between the IVR and PG cannot exceed 100 ms on the visible network link.

  D. A Cisco Unified IP IVR can communicate to only one side of the duplex Peripheral Gateway pair.

  Correct Answer: B

• Question 110:

  In order for the Cisco Unified ICM platform to provide reports on all the ICM routed calls handled by agents on their extension, how must the ICM routing script be designed?

  A. Redirect calls using Cisco Unified IP IVR scripts (.aef) while call is in queue.

  B. Redirect calls using ICM transfers to a Cisco Unified Communications Manager hunt group for all the agents.

  C. Redirect calls using the ICM queue to skill group, agent, or select nodes.

  D. Redirect calls using ICM to the agent's second line on their IP Phone with a Direct Label node.

  Correct Answer: C