Cisco Cisco Certifications 642-243 Questions & Answers

• Question 21:

  In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor Agent-to- Agent Node is used to send calls between agents in the system. Which item is not applicable to the Agent- to-Agent Node usage?

  A. When selecting an agent by "Peripheral Number," an expression is required.

  B. When selecting an agent by "Enterprise Name," an expression is required.

  C. An agent may be selected by Peripheral Number, Enterprise Name, or Skill Target ID.

  D. When the "Node fails if agent is unavailable" option is checked, the specified agent must be in a Ready state for the "success" branch of the node to be executed.

  E. When the "Node fails if agent is unavailable" option is not checked, the "success" branch of the node is executed and the Cisco Unified ICM Call Router sends the call if the Call Router finds a valid label for the agent.

  Correct Answer: B

• Question 22:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Routing Script and related Cisco Unified IP IVR Application shown in the exhibit are causing calls to drop while in queue at the Cisco Unified IP IVR. What is the best option to correct this problem?

  

  A. Add another "Run External Script" Node and connect the Success Path from Node 5 (five) to this new Node to allow calls to queue for an additional 180 seconds.

  B. Increase the maximum steps for a Cisco Unified IP IVR Script in the IP-IVR/CRS Server AppAdmin > System Parameters.

  C. Replace Node 6 (six) with a "Release Call" node which will transfer control of the queued call to the Cisco Unified IP IVR.

  D. Use a Line Segment to connect the Success Path from Node 5 (five) to the "Queue to Skill Group" Node 4 (four).

  E. Add additional Prompts in the Cisco Unified IP IVR BasicQ.aef script to play music, which will allow the script to play music for longer than 180 seconds.

  Correct Answer: D

• Question 23:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with the Outbound Option, the CCM1_Cisco_Voice_Sales skill group did not receive any outbound calls on Tuesday between 8:30 m. and 9:00 a.m.

  During this time frame the campaign was scheduled to begin at 8:30 a.m. and 10 (ten) agents were logged into the skill group.

  Based on the Cisco Unified ICM Admin Script that is used to control the outbound calling, what could cause the group not to get any outbound calls?

  

  A. The Outbound Percent for the skill is set to 50%.

  B. The Admin Script is invalid because the Time legs are inverted.

  C. The period the Admin Script was set to run is hourly and the next time that it ran was 9:00 a.m.

  D. The Outbound mode in Node 6 should be set to "BLENDED".

  Correct Answer: C

• Question 24:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, the call flow uses a Cisco Unified IP IVR application to collect an Account ID and PIN from the caller as shown above. In testing this call flow, the Cisco Unified ICM Call Routing Script is not receiving the digits entered by the caller. What is the most likely cause of the problem?

  

  A. The "Set Contact Info" variable should be used before the "Set ICM Result" to set "Call.PeripheralVariable1". to "accountID" and "Call.PeripheralVariable2" to "accountPIN"

  B. The "Set Enterprise Call Info" step should be used before the "Set ICM Result" step to set "Call.PeripheralVariable1" to "accountID" and "Call.PeripheralVariable2" to "accountPIN".

  C. In the "Set ICM Result" the "Call.PeripheralVariable1" variable should be set to "accountID" and the "Call.PeripheralVariable2" variable should be set to "accountPIN".

  D. The "Set Call Variable" step should be used before the "Set ICM Result" step to set "Call.PeripheralVariable1" to "accountID" and "Call.PeripheralVariable2" to "accountPIN".

  Correct Answer: B

• Question 25:

  Refer to the exhibit. Calls in a Cisco Unified Contact Center Enterprise system are failing when the system attempts to queue the calls on the Cisco Unified IP IVR. A VRUCAP file was captured from the failed call. Based on this log file, what are the possible causes for the call failing?

  

  A. The DNIS 9091 is not configured as a JTAPI Application for the Cisco Unified IP IVR.

  B. The GED-125 Service Control Interface does not support Subtype 7 as part of a routing dialog.

  C. The IP-IVR Script "NoAgents.aef" does not exist.

  D. The Cisco Unified IP IVR Script "NoAgents.aef" is missing an "Accept Contact" step in the workflow.

  E. The Cisco Unified IP IVR ICM Service is out of service and needs to be restarted.

  Correct Answer: C

• Question 26:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, call center agents report that calls drop intermittently as soon as they answer the phone.

  Callers who experienced the symptoms said they did not hang up, they were disconnected by the system.

  The Cisco Unified Communications Manager log files were examined during this failure, with specific items noted.

  Given these symptoms and the information in the log file, what is the most likely cause of this problem?"

  

  A. lack of Music on Hold resources in Cisco Unified Communications Manager

  B. lack of Conference Bridge resources in Cisco Unified Communications Manager

  C. lack of Transcoder resources in Cisco Unified Communications Manager

  D. lack of trunk or port resources on Voice Gateway

  Correct Answer: C

• Question 27:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, an agent reports being unable to transfer or conference callers with other agents. The agent is able to accept new inbound calls from the system, but cannot transfer the call. The log files shown in the exhibit were collected from the Cisco Unified Communications Manager PIM logs, the JTAPI Gateway log, and the Cisco Unified Communications Manager Trace log during testing of this failure. Which issue may be the cause of this problem?

  

  A. The wrong Calling Search Space is defined on the Agent IP Phone in Cisco Unified Communications Manager.

  B. The wrong Partition is defined on Agent Directory Number on the IP Phone in Cisco Unified Communications Manager.

  C. No Transcoding Resources are defined in the MRGL assigned on the IP Phone in Cisco Unified Communications Manager.

  D. Cisco Unified Communications Manager only allows one call leg per Directory Number on the IP Phone. The transfer fails due to the second call leg being invoked by the agent.

  Correct Answer: D

• Question 28:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, an agent is having trouble logging in to the system. In reviewing the CTI OS log file, the error message has been found in the log. What is the likely cause of this error?

  

  A. The agent's phone is not associated with the PG User.

  B. The agent's password was typed incorrectly or is not valid.

  C. The agent's CTIOS client is running a lower version than the CTIOS on the Peripheral Gateway.

  D. The client cannot communicate with the CTIOS on port 42028.

  Correct Answer: A

• Question 29:

  To use the Cisco Unified ICM dumplog utility to gather the Call Router's MDS log from Monday, March 10, 2008, beginning at 9:30, and to ensure that you do not get binary data in the log, which command line syntax would you use?

  A. dump mds /bt 09:30 /nobinary /o

  B. dumplog mds /bd 03/10/2008 /9:30 /o

  C. dumplog mds /bd 03/10/2008 /bt 09:30 /nobin /o

  D. dumplog /bd 03/10/2008 /bt 09:30 /nobin /o

  Correct Answer: C

• Question 30:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise call flow, the Cisco Unified IP IVR application is used to queue calls during business hours, or plays the system generated "goodbye" prompt. In testing this call flow, all callers are hearing the "goodbye" prompt, even during business hours. In order to correct this error, which Cisco Unified IP IVR step needs to be moved in the flow shown in the exhibit?

  

  A. Get Enterprise Call Info step

  B. If step

  C. Play Prompt ("goodbye") step

  D. Play Prompt ("ICMStayOnline") step

  E. Label ("PlayPrompt:") step

  Correct Answer: E