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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
| Topic 2: Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
| Topic 3: Peripheral Gateway and System Integration | 15% | - PG configuration and role
|
| Topic 4: Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Topic 5: Reporting and Monitoring | 10% | - Historical and real-time reporting
|
| Topic 6: Call Routing and Dial Plan Design | 20% | - Integration with PSTN and enterprise telephony
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?
A) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
B) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C) the time that the agent spent talking to the caller, including any hold time during the call
D) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
2. Which statement is correct about the Erlang-C sizing calculation model?
A) Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
B) Erlang-C is used for sizing agents in a queuing model.
C) Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
D) Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
3. In a Cisco Unified Contact Center Enterprise deployment in which the agents are configured to "auto answer" calls in their agent desk settings, which behavior is expected of the system?
A) As soon as the agent hangs up the phone, the agent can change state to Not Ready to prevent being reserved for the next queued call.
B) As soon as the agent hangs up the phone, the next queued call will be sent to the agent regardless of any timed after call work or wrap-up code entry requirement.
C) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
D) If a timed after call work value is set for the system, the system will wait for this timer to expire before sending another call to the agent unless the agent state is changed manually to Available before the timer expires.
4. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?
A) event-based routing
B) pre-routing
C) service control routing
D) post-routing
E) translation routing
5. Which Cisco Unified Communications Manager feature is not supported as part of the Multi-Line ACD feature of the Cisco Unified Contact Center Enterprise 8.0(x)?
A) Call Park and Pickup
B) Join Across Lines and Direct Transfer Across Lines
C) Swap and Cancel
D) Logical Partition
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: E | Question # 5 Answer: A |
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