Cisco Cisco Certifications 642-242 Questions & Answers

• Question 11:

  Refer to the exhibit.

  

  The Cisco Unified Contact Center Enterprise Outbound Option uses a reservation script to find an available agent for the outbound contact.

  Which of the following statements is true about this reservation script?

  A. If no agents are available in the skill group, the script will wait 180 seconds before checking again for an agent to reserve for this outbound contact.

  B. This is not a valid reservation script; there is no queue music being played during the 180-second wait.

  C. If the skill group is also used for inbound calls, there will be a race condition to reserve the same agent.

  D. If no agents are logged into the skill group, the outbound contact will be cancelled.

  Correct Answer: D

• Question 12:

  Which of the following is not recommended to reside on theC.drive partition of any Cisco Unified ICM Server?

  A. Microsoft SQL Server log files

  B. Core Unified ICM software

  C. Microsoft SQL Server

  D. Unified ICM Historical Data Server Database

  Correct Answer: D

• Question 13:

  In the Cisco Unified Contact Center Enterprise solution, calls can be routed directly to agents.

  

  In this script and agent-to-agent node, how is the agent selected?

  A. The requested agent's name is stored in the Caller Entered Digits field for the call, and the system will select the agent by name.

  B. The requested agent's login ID (number) is stored in the Caller Entered Digits field for the call, and the system will select the agent by number.

  C. The requested agent must be logged in for the system to select that agent from Skill Group 1.

  D. The script is not valid, because the call is not at an agent, so the agent-to-agent node cannot be used.

  Correct Answer: B

• Question 14:

  Which is the correct installation order for the Cisco Agent Desktop in a Cisco Unified Contact Center Enterprise solution?

  A. Cisco Agent Desktop server; Cisco Agent Desktop administrator; Cisco Unified Communications Manager Peripheral Gateway; CTI/OS Server; CTI Server; Cisco Agent Desktop agent

  B. Cisco Agent Desktop administrator; Cisco Unified Communications Manager Peripheral Gateway; CTI/OS Server; CTI Server; Cisco Agent Desktop server; Cisco Agent Desktop agent

  C. Cisco Unified Communications Manager Peripheral Gateway; CTI Server; CTI/OS Server; Cisco Agent Desktop server; Cisco Agent Desktop administrator; Cisco Agent Desktop agent

  D. Cisco Unified Communications Manager Peripheral Gateway; Cisco Agent Desktop administrator; CTI Server; CTI/OS Server; Cisco Agent Desktop server; Cisco Agent Desktop agent

  Correct Answer: C

• Question 15:

  In the Cisco Unified Contact Center Enterprise solution, what is a dialed number associated with in the ICM configuration database?

  A. an agent phone

  B. an IP IVR port

  C. a routing client

  D. a device target

  Correct Answer: C

• Question 16:

  Which two statements are correct when configuring device targets in a Cisco Unified Contact Center Enterprise solution? (Choose two.)

  A. The correct configuration parameter for a device target is /devtype 7961 /dn 7901, where 7901 is the extension of the agent phone.

  B. The correct configuration parameter for a device target is /devtype CiscoPhone /dn 02000, where 02000 is the agent ID.

  C. The correct configuration parameter for a device target is /devtype CiscoPhone /dn 22000, where 22000 is the extension of the agent phone.

  D. The correct configuration parameter for a device target is /devtype CiscoPhone /dn 22000, where 22000 is the extension of the agent ID.

  E. Device targets are not configured when using a System PG.

  F. Device targets are not configured when using a Cisco Unified Communications Manager PG.

  Correct Answer: CE

• Question 17:

  In the Cisco Unified Contact Center Enterprise solution, when a CTI Server on a Peripheral Gateway fails, which of the following will not occur?

  A. CTI OS Server disconnects all active agent CTI OS desktop clients from failed server.

  B. CTI OS Agent Desktop clients attempt to automatically connect to another CTI OS Server.

  C. CTI OS Agent Desktop clients display an "Offline" message.

  D. Both CTI OS Servers perform a graceful shutdown to reset CTI OS Agent Desktop client connections.

  Correct Answer: D

• Question 18:

  When there is a failure of the Cisco Unified Communications Manager CTI Manager service in a high-availability design, a contact center agent with a call in progress sees which behavior with the PIM /LOAD 0 option enabled?

  A. High-availability design means that there is no change of behavior visible to the agent.

  B. Call remains in progress; however, the CTI Desktop and Cisco IP Phone have no call control. When call completes, the agent's CTI Desktop is set to Not Ready after the failover is completed.

  C. Call will be terminated while Cisco IP Phone reregisters to alternate Cisco Unified Communications Manager CTI Manager service.

  D. Call remains in progress, but when call completes, the agent's IP Phone reregisters with the backup subscriber and the agent must restart the CTI Desktop software.

  Correct Answer: B

• Question 19:

  Exhibit: In this Cisco Unified ICM Call Type Manager tool example, given this specific call type and script selection, what script will run on January 1, 2008 and why?

  

  A. Script1, because it comes first in the ordered list of scripts

  B. Weather, because it is the most specific date range of the scripts loaded

  C. Script1, because it is scheduled to run every day, all day

  D. None of these, as the scripts are not flagged as "Active"

  Correct Answer: B

• Question 20:

  In the Cisco Unified Contact Center Enterprise solution, agent reason and wrap up codes for a CTI OS deployment are configured in which of the following components?

  A. Microsoft Windows registry of the agent's desktop computer

  B. ICM Configuration Manager on the Admin Workstation

  C. Microsoft Windows registry of the CTI OS Server

  D. Cisco Desktop Administrator

  Correct Answer: C