Cisco Cisco Certifications 642-242 Questions & Answers

• Question 121:

  When installing the Agent Peripheral Gateway for Cisco Unified Communications Manager, what is the proper order for the installation steps?

  A. Install the JTAPI client from the Cisco Unified Communications Manager plug-ins window. Run the Peripheral Gateway Setup Tool to load and configure the Peripheral Gateway software. Configure the Peripheral Gateway in Config ICM using an Administration and Data Server. Create the JTAPI Application User in Cisco Unified Communications Manager for the Peripheral Gateway.

  B. Configure the Peripheral Gateway in Config ICM using an Administration and Data Server. Run the Peripheral Gateway Setup Tool to load and configure the Peripheral Gateway software. Install the JTAPI client from the Cisco Unified Communications Manager plug-ins window. Create the JTAPI Application User in Cisco Unified Communications Manager for the Peripheral Gateway.

  C. Create the AXL Application User in Cisco Unified Communications Manager for the Peripheral Gateway. Run the Peripheral Gateway Setup Tool to load and configure the Peripheral Gateway software. Configure the Peripheral Gateway in Config ICM using an Administration and Data Server. Install the JTAPI client from the Cisco Unified Communications Manager plug-ins window.

  D. Run the Peripheral Gateway Setup Tool to load and configure the Peripheral Gateway software. Install the JTAPI client from the Cisco Unified Communications Manager plug-ins window. Create the AXL Application User in Cisco Unified Communications Manager for the Peripheral Gateway. Configure the Peripheral Gateway in Config ICM using an Administration and Data Server.

  Correct Answer: B

• Question 122:

  In the Cisco Unified Contact Center Enterprise 8.0 solution, which Cisco Unified Communications Manager Application User Group role assignments are required for the Cisco Unified Contact Center Enterprise Agent Peripheral Gateway JTAPI user? (Choose two.)

  A. Standard AXL API Access

  B. Standard CTI Allow Call Monitoring

  C. Standard CTI Manager API Access

  D. Standard CTI Enabled

  E. Standard JTAPI Allow Control

  Correct Answer: BD

• Question 123:

  A Cisco Unified Contact Center Enterprise call center has a group of supervisors who handle supervisor assist calls from all agents, but do not take customer calls.

  Which statement best describes how you would configure the supervisory assist function for all of the agents?

  A. Define a dialed number for each agent team; create a routing script that uses the agent- to-agent node branch to another agent-to-agent node if the primary supervisor is not available.

  B. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node.

  C. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node; branch to another agent-to-agent node if the primary supervisor is not available.

  D. Create a skill group to be used for supervisors; define a dialed number for each agent team; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

  E. Create a skill group to be used for supervisors; define a dialed number for each agent skill group; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

  Correct Answer: D

• Question 124:

  When installing Cisco Unified IP IVR version 4.0(1), which three types of LDAP server information must be configured? (Choose three.)

  A. LDAP server type

  B. LDAP server host name or IP address

  C. Cisco LDAP license file

  D. LDAP administrator password

  E. LDAP language codec

  F. Fully Qualified Domain Name of the LDAP server

  Correct Answer: ABD

• Question 125:

  When configuring the translation route for a Cisco Unified Contact Center Enterprise solution, which of the following configuration statements is correct?

  A. The Cisco Media Control Group ID must match the Trunk Group Peripheral ID.

  B. The Post-Route Translation Application ID must match the Trunk Group Peripheral ID.

  C. The JTAPI Call Control Group ID must match the Trunk Group Peripheral ID.

  D. The Trunk Group Peripheral ID must match the first JTAPI Trigger associated with Post- Route Translation Application ID.

  Correct Answer: C

• Question 126:

  Which statement is true about administrative scripts in the Cisco Unified Contact Center Enterprise solution?

  A. Administrative scripts can run more than one time per second.

  B. Administrative scripts must be associated with a call type.

  C. Administrative scripts can use a DB Lookup node.

  D. Administrative scripts can use an ICM Gateway node.

  Correct Answer: C

• Question 127:

  A Cisco CTI Supervisor Desktop can display real-time statistics for Cisco Unified Contact Center Enterprise agents.

  Which item must be configured in ICM Configuration Manager for those statistics to be displayed?

  A. Supervisor script dialed number.

  B. Agent teams.

  C. Agent State Trace must be checked in the Advanced tab of Agent Explorer.

  D. Routes must be created for each agent in Agent Explorer.

  Correct Answer: B

• Question 128:

  The Cisco Unified ICM call routing script can access an external database for routing or CTI data. In this script, the DB Lookup node is used to access a CustDB to look up the customer by the caller entered digits associated with the call.

  

  What will this script do if the caller entered digits are invalid?

  A. The DB Lookup node will be ignored and pass control to the Select node, with the database values left empty because the value was invalid.

  B. The DB Lookup node will fail and the SET node will be used to set Call Variable 2 to "Customer Not Found".

  C. The DB Lookup node will find the first row in the table, which is set to have the customer name as "INVALID DATA".

  D. The DB Lookup node will fail and the SET node will be used to set Call Variable 2 to "Customer Not Found," but only if the Call Variable 2 is not already set for this call.

  Correct Answer: B

• Question 129:

  In the common ground upgrade method of the Cisco Unified Contact Center Enterprise, the Cisco Unified Communications Manager was upgraded to 8.0(1) first. The Peripheral Gateway CTI route points are not registering with the Cisco Unified Communications Manager after the upgrade.

  What can be done to fix this issue?

  A. Rerun ICM Setup to reload the JTAPI Gateway process on the Peripheral Gateway.

  B. Reboot the Peripheral Gateway to force an update of the CTI route point JTAPI associations.

  C. Remove the CTI route points from the JTAPI user association for the PG user and reinsert them in the Cisco Unified Communications Manager.

  D. Redownload the JTAPI plug-in for the Peripheral Gateway from the Cisco Unified Communications Manager.

  Correct Answer: D

• Question 130:

  When a call is queued for an agent using Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR, which two methods can be used to play music to the waiting caller? (Choose two.)

  A. Configure the Cisco voice gateway to request the music media file from a media server.

  B. Specify a .wav file that contains music in the Cisco Unified IP IVR script.

  C. Configure a Cisco Unified Communications Manager Music on Hold source for the agent IP phone.

  D. In the Cisco Unified ICM routing script, use the Run External Script node to call a Cisco Unified IP IVR application like BasicQ.aef.

  E. Configure the voice gateway with a Real Time Streaming Protocol music source.

  Correct Answer: BD