Cisco Cisco Certifications 642-242 Questions & Answers

• Question 61:

  In a Cisco Unified Contact Center Enterprise system with redundant Cisco Unified IP IVRs deployed, how should the IP IVRs be configured?

  A. with both IP IVRs pointed to two of the Cisco Unified Communications Manager subscribers on the cluster using different Application User names

  B. with both IP IVRs pointed to dedicated Cisco Unified Communications Manager subscribers on the cluster using different Application User names, each pointing to their own subscriber

  C. with both IP IVRs pointed to dedicated Cisco Unified Communications Manager subscribers on the cluster using the same Application User names, each pointing to their own subscriber

  D. with each IP IVR pointed to two of the Cisco Unified Communications Manager subscribers on the cluster using the same Application User names

  Correct Answer: A

• Question 62:

  When installing a duplexed Cisco Unified ICM Peripheral Gateway, given the table of host names and IP addresses, which is the correct configuration for Cisco Unified Communications Manager Service parameters for the Cisco Unified Communications Manager Peripheral Gateway?

  A. PG1A Unified Communications Manager Service Parameters = CCMPUB, CCMSUB1 PG1B Unified Communications Manager Service Parameters = CCMSUB1, CCMPUB

  B. PG1A Unified Communications Manager Service Parameters = CCMSUB1 PG1B Unified Communications Manager Service Parameters = CCMSUB2

  C. PG1A Unified Communications Manager Service Parameters = CCMSUB01, IPIVR01 PG1B Unified Communications Manager Service Parameters = CCMSUB2, IPIVR02

  D. PG1A Unified Communications Manager Service Parameters = IPCCPG1B, IPCCPG1BH PG1B Unified Communications Manager Service Parameters = IPCCPG1A, IPCCPG1AH

  Correct Answer: B

• Question 63:

  When deploying the Cisco Unified Contact Center Enterprise solution with the mobile agent option in a SIP-based trunk environment, which statement is true?

  A. Each mobile agent will require additional MTP resources.

  B. Mobile agents support KPML for out-of-band DTMF processing.

  C. Mobile agents cannot be used in outbound campaigns over SIP trunks.

  D. Supervisors are not able to monitor mobile agents when they are deployed with SIP trunks.

  Correct Answer: A

• Question 64:

  When a Cisco Unified ICM Logger / Database Server starts up, which process on the Cisco Unified ICM Call Router must be active?

  A. pgagent

  B. configLogger

  C. mdsproc

  D. testsync

  E. dbagent

  F. recovery

  Correct Answer: C

• Question 65:

  The Cisco ICM platform provides routing and administrative scripts.

  What can administrative scripts be used for?

  A. to process route requests on a call-by-call basis

  B. to set or check values of global variables on a regular basis

  C. to change the call type of a set of scripts on a scheduled basis

  D. to change the way service level is calculated across services and call types without having to edit each individually

  Correct Answer: B

• Question 66:

  In the Cisco Unified Contact Center Enterprise 8.0 solution, what is the proper order to deploy a new Administration and Data Server with HDS?

  A. Run the Cisco Unified Contact Center Enterprise Installer. Run the Cisco Unified Contact Center Enterprise Domain Manager if the Active Directory setup has not already been done. Run the Cisco Unified Contact Center Enterprise Web Setup Tool to add the instance to the server. Run the Cisco Unified Contact Center Enterprise ICMDBA Tool to create the HDS database. Run the Cisco Unified Contact Center Enterprise Web Setup Tool to setup the Administration and Data Server options.

  B. Run the Cisco Unified Contact Center Enterprise Installer. Run the Cisco Unified Contact Center Enterprise Domain Manager if the Active Directory setup has not already been done. Run the Cisco Unified Contact Center Enterprise ICMDBA Tool to create the HDS database. Run the Cisco Unified Contact Center Enterprise Web Setup Tool to add the instance to the server and setup the Administration and Data Server options.

  C. Run the Cisco Unified Contact Center Enterprise Installer. Run the Cisco Unified Contact Center Enterprise Domain Manager if the Active Directory setup has not already been done. Run the Cisco Unified Contact Center Enterprise Web Setup Tool to add the instance to the server and setup the Administration and Data Server options. Run the Cisco Unified Contact Center Enterprise ICMDBA Tool to create the HDS database.

  D. Run the Cisco Unified Contact Center Enterprise Installer. Run the Cisco Unified Contact Center Enterprise ICMDBA Tool to create the HDS database. Run the Cisco Unified Contact Center Enterprise Web Setup Tool to add the instance to the server and setup the Administration and Data Server options. Run the Cisco Unified Contact Center Enterprise Domain Manager if the Active Directory setup has not already been done.

  Correct Answer: A

• Question 67:

  In the Cisco Unified Contact Center Enterprise 8.0 solution, if there are multiple Administration Data Server HDS systems but only one Administration Data Server DDS Server and it fails, what is the impact on the system?

  A. Reporting data users will not be able to access Agent Real Time data from the system.

  B. Reporting data users will not be able to access Termination Call Detail data from the system.

  C. Reporting data users will not be able to access Call Type Interval data from the system.

  D. Reporting data users will not be able to access Skill Group Half Hour data from the system.

  Correct Answer: B

• Question 68:

  In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard button for "Supervisor Assist," which will find the team supervisor and bring them into the call.

  

  Using the Agent Desk Settings above, how is the supervisor brought into the call?

  A. The supervisor will get a conference call from the agent, with just the agent first, then they can join the caller.

  B. The supervisor will be joined into a conference with the agent and caller automatically.

  C. The supervisor will be joined to a conference with the caller and the agent will be dropped from the call once the supervisor is connected.

  D. The agent will have to manually consult the supervisor on their second line of the Cisco IP Phone.

  Correct Answer: A

• Question 69:

  Exhibit:

  

  When Cisco Unified ICM Servers need to have Microsoft SQL Server installed, which two Microsoft SQL Server authentication modes are used? (Choose two.)

  A. Microsoft SQL Server authentication mode

  B. Windows authentication mode

  C. Local Machine authentication mode

  D. Mixed authentication mode

  E. Domain authentication mode

  Correct Answer: BD

• Question 70:

  In the Cisco Unified Contact Center Enterprise solution, it is possible to double count calls based on the way calls are routed. Which two events require the use of a different call type to prevent double counting calls in reports? (Choose two.)

  A. The routing script logic transfers the call to a different routing script.

  B. Supervisor / emergency assist scripts are used.

  C. An available agent walks away from a desk and the caller receives reroute on ring-no- answer call treatment.

  D. The caller selects the option to transfer to voice mail while in queue.

  E. A routing script queues a call to more than one skill group.

  Correct Answer: BC