Cisco Cisco Certifications 642-243 Questions & Answers

• Question 31:

  Refer to the exhibit. In this Cisco Unified Contact Center Enteprise system design:

  All calls come into the US Data Center for treatment or queuing in a local Cisco Unified IP IVR Agents are located in a call center in the US and India and there are also Mobile Agents in their local countries using "nailed-up" connections via the local PSTN All agents are using CTI OS for their agent desktop, using a specific connection profile to define the appropriate silent monitoring method for their location

  In this design, a Supervisor in the US wants to monitor agents in India. What are the possible combinations that will allow that to happen? (Choose two.)

  

  A. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor any CTI OS agent in India.

  B. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the Mobile Agents in India.

  C. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the internal or local Call Center Agents in India.

  D. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor any CTI OS agent in India.

  E. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the Mobile Agents in India.

  F. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the internal or local Call Center Agents in India.

  Correct Answer: CE

• Question 32:

  In addition to enabling tracing in the Cisco Unified IP IVR, what additional trace files would be helpful in troubleshooting calls that are being dropped in the Cisco Unified IP IVR for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

  A. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Detailed

  B. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Error

  C. Cisco Unified Communications Manager > CTI Services > SDI > Debug Trace Level set to Error

  D. Cisco Unified Communications Manager > CTI Services > Cisco CTIManager > Debug Trace Level set to Detailed

  E. Cisco Unified Communications Manager > CM Services > Cisco CTIManager > Debug Trace Level set to Detailed

  Correct Answer: AE

• Question 33:

  In a Cisco Unified Contact Center Enterprise system, external callers being queued on the Cisco Unified IP IVR are reporting voice quality issues with the Cisco Unified IP IVR prompts as being "choppy." Which two actions would be helpful in finding the problem? (Choose two.)

  A. Check that the codec configuration matches between the voice gateway configuration on the Cisco Unified Communications Manager, and the codec configured on the Cisco Unified IP IVR/CRS server.

  B. Trace the voice path of a problem call through the network, collecting and analyzing traffic from the voice gateway and Cisco Unified IP IVR/CRS server.

  C. Enable Performance Monitor counters on the Cisco Unified IP IVR/CRS server to monitor CPU and memory usage.

  D. Collect JTAPI logs from the Cisco Unified IP IVR to investigate any errors with the call control messages.

  E. Verify the MTP resources that are available in Cisco Unified Communications Manager for this call flow.

  Correct Answer: BC

• Question 34:

  Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor provides a "Monitor Mode" that is useful in understanding how calls are being handled in real time. Given the screen capture, which two states describe the calls handled by this Call Routing Script? (Choose two.)

  

  A. Thirty calls are currently in queue for the "Gold" Skill Group.

  B. Three calls failed the Queue to Skill Group Node because no "Gold" agents were logged in.

  C. Agents in the "Gold" Skill Group were immediately available for 20 calls.

  D. Four calls remained in queue on the Cisco Unified IP IVR waiting for available agents and heard the prompts played by the "qmsg" script.

  E. "CCM1_1" is the Media Routing Domain of the "Gold" Skill Group.

  Correct Answer: BC

• Question 35:

  Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the call flow allows the caller to opt out and leave a voice-mail message for an agent team while in queue. The Cisco Unified IP IVR application "Script1.aef" is called to prompt the caller and transfer the call to voice mail. What impact does the script shown in the exhibit have on the system?

  

  A. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Abandoned" in the Cisco Unified CCE Call Type reporting.

  B. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Transferred Out" in the Cisco Unified CCE Call Type reporting.

  C. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Handled" in the Cisco Unified CCE Call Type reporting.

  D. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.

  E. Callers will remain in queue after they leave the voice-mail message.

  Correct Answer: A

• Question 36:

  In a Cisco Unified Contact Center Enterprise system, a new agent and phone have been added to the system; however, the agent is unable to log in to the system.

  The agent is using the same type of phone and and has the same CTI OS desktop setup as other agents who are able to log in without issue.

  What are two possible causes for this issue?(Choose two.)

  A. The incorrect CTIOS Server IP and Port are configured on the new agent's CTI desktop.

  B. The new phone used by the agent is not associated with IVRJtapiUser.

  C. A new Device Target needs to be added for the phone in the Config (for example, /devtype ipphone / DN 12345).

  D. The phone has call forwarding and call waiting enabled.

  E. The new phone used by the agent is not associated with PGJtapiUser.

  Correct Answer: CE

• Question 37:

  Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, there are a number of different log files that are generated by different components and processes in the solution. Identify the specific process that generated the log file.

  

  A. CTI OS (Server)

  B. CTI OS (Client)

  C. JTAPI Gateway (jgw)

  D. UC Manager PIM (Enterprise Agent PIM)

  E. ICM Call Router (rtr)

  Correct Answer: D

• Question 38:

  Common configuration elements occur across Cisco Contact Enterprise solution components. Drag and drop the Cisco Unified ICM configuration elements on the left to the matching Cisco Unified Communications Manager and IP IVR configuration elements on the right.

  Select and Place:

  

  Select and Place:

  

  Correct Answer:

  

• Question 39:

  In the Cisco Unified Contact Center Enterprise Solution, "Translation Route to VRU" node in the Cisco Unified ICM Script Editor has several options that can be used for intelligent routing. Drag and drop the option on the left to its function on the right.

  Select and Place:

  

  Select and Place:

  

  Correct Answer:

  

• Question 40:

  Drag and drop the Cisco Unified Communications Manager tool on the left to its function on the right.

  Select and Place:

  

  Select and Place:

  

  Correct Answer: