Cisco Cisco Certifications 642-243 Questions & Answers

• Question 1:

  Choose the correct sequence of agent state events from Agent Login to Agent Logout in the Cisco Unified Contact Center Enterprise solution.

  A. login, not ready, ready, available, reserved, talking, hold, wrap up, logout

  B. login, ready, available, reserved, talking, hold, wrap up, not ready, logout

  C. login, not ready, ready, available, reserved, hold, wrap up, not ready, logout

  D. login, not ready, ready, available, reserved, talking, hold, wrap up, not ready, logout

  Correct Answer: C

• Question 2:

  In the Cisco Unified Contact Center Enterprise system, there are several key utilities and commands that can be used to verify the state of a logged in agent. Which two of these tools or lines of syntax should be used to perform this test? (Choose two.)

  A. C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: list_agent_status /agent 5001

  B. C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: agent_status /agent

  C. C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: list_agents

  D. C:\>procmon UCCE PG1A pim1>>>>pim_list_agents

  E. C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: dump_agents 5000 /agent 67172900

  Correct Answer: BC

• Question 3:

  Refer to the exhibit. In the distributed Cisco Unified Contact Center Enterprise design with multiple Cisco Unified Communications Manager clusters as shown in the exhibit, what is the impact if Agent 2551 transfers a call, routed to that agent by Cisco Unified CCE, directly to Agent 1233 using the agent extension 3311?

  

  A. Agent 1233 could get an ACD call routed by Cisco Unified CCE on extension 3311.

  B. Cisco Unified CCE would reject the transfer across the intercluster trunk automatically.

  C. Agent 1233 would get the call, but without any screen pop or CTI data.

  D. Cisco Unified CCE provides cradle-to-grave reporting on the call once it is sent to Agent 1233.

  E. The call would only work if both agents were using either CAD or CTI OS desktops.

  Correct Answer: C

• Question 4:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, Agent 180020 using the Cisco Unified Communications Manager IP Phone with Extension 7220 is unable to log in to the system.

  Given the configuration in the exhibit, what changes need to be made to allow this agent to log in?

  

  A. Add the agent's device (IP Phone) to the Controlled Devices for PGuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

  B. Add Agent 180020 to the "Sales" skill group to allow the system to route calls to the agent.

  C. Add the agent's device (IP Phone) to the Controlled Devices for IPIVRuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

  D. Add the Role "Standard Presence User" to the PGuser configuration using Cisco Unified Communications Manager Administration.

  Correct Answer: A

• Question 5:

  In the Cisco Unified Contact Center Enterprise deployment, agents are reporting they are getting two ACD calls from the system at once. Which three of these tools or logs would be useful to help find the cause of this error? (Choose three.)

  A. RTRTrace to enable tracing on the Cisco Unified ICM Call Router

  B. Procmon to enable tracing on the Cisco Unified Communications Manager Peripheral Gateway

  C. TraceUtil to enable tracing on the Cisco Unified Communications Manager Peripheral Gateway

  D. EMSTrace to enable tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway

  E. OPCTest to turn up tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway

  F. OPCTrace to turn up tracing for OPC on the Cisco Unified Communications Manager Peripheral Gateway

  Correct Answer: ABE

• Question 6:

  In the Cisco Unified Contact Center Enterprise solution, which command should be entered at the command prompt to invoke the Cisco Unified ICM Support Tools command-line version of the "Log Collection Utility" in interactive mode?

  A. lct

  B. lcutil

  C. lcutility

  D. lctool

  E. supporttoolslogcollection

  Correct Answer: D

• Question 7:

  In a Cisco Unified Contact Center Enterprise deployment, calls are unable to reach the Cisco Unified IP IVR for prompting or queuing. Which three tools and logs would be most useful in troubleshooting this problem? (Choose three.)

  A. Cisco Unified Communications Manager PG PIM Log

  B. VRU PG PIM Log

  C. Cisco Unified IP IVR MIVR Log with SS_TEL and LIB_ICM tracing turned up

  D. CTI OS Log with Agent State Trace turned up

  E. Cisco Unified Communications Manager PG OPC Log

  F. Cisco Unified ICM Router Log Viewer

  Correct Answer: BCF

• Question 8:

  In a Cisco Unified Contact Center Enterprise deployment, which three traces would you apply for a Cisco Unified Communications Manager PIM in the Cisco Unified ICM PROCMON tool? (Choose three.)

  A. trace *low* /on

  B. trace csta* /on

  C. trace *event /on

  D. trace closedcalls /on

  E. trace precall /on

  F. trace routing /on

  Correct Answer: BCE

• Question 9:

  Refer to the exhibit. The Cisco Unified Communications Manager Peripheral Gateway is unable to connect and activate the link to Cisco Unified Communications Manager. Review the log file from the Cisco Unified Communications Manager JTAPI Gateway. What are two possible causes of this failure to connect? (Choose two.)

  

  A. The Cisco Unified Communications Manager is not reachable on the network.

  B. The JTAPI Gateway's configuration of the Cisco Unified Communications Manager Publisher IP Address is invalid.

  C. The JTAPI Gateway's configuration of the JTAPI User ID (ccm1pguserX) does not match with the Cisco Unified Communications Manager's preconfigured ID.

  D. The JTAPI Gateway version is not compatible with the Cisco Unified Communications Manager version and needs to be downloaded again from the Plug-in page in Cisco Unified Communications Manager.

  E. The Cisco Unified Communications Manager's CTI Manager service is not enabled.

  F. The JTAPI Gateway's configuration of the JTAPI User Password does not match the Cisco Unified Communications Manager's preconfigured password.

  Correct Answer: CF

• Question 10:

  Refer to the exhibit. Given the highlighted error message in the Cisco Unified ICM Call Router Log Viewer, what is the most appropriate configuration change to make to avoid the error?

  

  A. Create a Device Target and Label for the Dialed Number (CTI Route Point).

  B. Configure a default Label for the Dialed Number or update Cisco Unified ICM Routing Scripts to avoid "End" Nodes without Labels.

  C. Use a Divert Node in the Cisco Unified ICM Routing Script for that Dialed Number.

  D. Associate the Cisco Unified Communications Manager CTI Route Point for the Dialed Number to the JTAPI User.

  Correct Answer: B