642-241 Online Practice Questions and Answers

Which of the following statements is not correct regarding QoS and prioritization for traffic in a Cisco Unified Contact Center Enterprise deployment?

A. QoS is only required when a customer does not have sufficient bandwidth to handle the Cisco Unified Contact Center Enterprise traffic.

B. A network that is not prioritized correctly almost always has heartbeat timeouts or heartbeat problems.

C. Large packets in a slow network can cause delay that results in the loss of one or more UDP heartbeats or TCP keepalive messages.

How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/ Child model with calls queued at the parent?

A. in the parent Cisco Unified ICM system, using Agent Level Detail data

B. in the parent Cisco Unified ICM system, using skill group data

C. in the child Cisco Unified Contact Center Enterprise system, using call type data

D. in the child Cisco Unified Contact Center Enterprise system, using services data

Where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR?

A. Call Type tables

B. Skill Group tables

C. Route Call Detail table

D. Call Termination Detail table

In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A. Include only 350 as concurrent logged-in agents.

B. Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.

C. Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.

D. Include an average of the agent and port count as 375 agents.

Which Cisco Unified IP phone model is incompatible with Cisco Unified Contact Center Enterprise Desktop Silent Monitoring 8.0(x)?

A. 9951

B. 8961

C. 6941

D. 7940

E. 7912

In a single-site deployment model for Cisco Unified Contact Center Enterprise, which statement is true?

A. The Cisco Unified Communications Manager cluster can be split between two data center locations.

B. The Cisco Unified Contact Center Enterprise agents are colocated at the same site as the data center components.

C. The Cisco Voice Gateways can be distributed at multiple locations.

D. The Cisco Unified IP IVR must be deployed with the G.279 codec for local voice quality.

The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?

A. Cisco Unified Communications Manager Real-Time Monitoring Tool

B. Cisco Unified Contact Center Enterprise Support Tools

C. Cisco Unified ICM CLI

D. Web-based portico interface

E. direct URL that is typed into an Internet browser

When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is true?

A. The SIP Dialer requires two MR PIMs for duplex SIP dialers.

B. The SIP Dialer scales to 60 calls per second per dialer.

C. The SIP Dialer uses Cisco Unified Communications Manager routing and dial plans for outbound call routing.

D. The SIP Dialer engages the agent peripheral gateway for each outbound call.

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port engaged?

A. from the call arrival to the point that the agent answers

B. from the transfer to IVR to the point that the agent hangs up

C. from the call arrival to the point that the agent hangs up

D. from the call arrival to the point that the agent is ready

Cisco provides a CTI OS Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?

A. to size the visible network that is required between the CTI OS server and the call router

B. to size the visible network that is required between the CTI OS server and the remote agent CTI OS desktops

C. to size the visible network that is required between the CTI OS server and the Peripheral Gateway

D. to size the private network that is required between the two CTI OS servers

Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?

A. 3.7 kB/s

B. 7.4 kB/s

C. 6.5 kB/s

D. 8.32 kB/s

Which node in a Cisco Unified Contact Center Enterprise system should be used to modify contact center configuration?

A. Cisco Unified Contact Center Enterprise Logger

B. Cisco Unified Contact Center Enterprise Call Router

C. Cisco Unified Contact Center Enterprise NIC

D. Cisco Unified Contact Center Enterprise Administrative Server

E. Cisco Unified Contact Center Enterprise Peripheral Gateway

Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)

A. Regions define the maximum bandwidth allowed per call.

B. Locations define the maximum bandwidth allowed per all calls to and from locations.

C. Locations define the maximum bandwidth allowed per call.

D. Regions define the maximum bandwidth allowed per all calls to and from locations.

The Cisco Unified Mobile Agent option for Cisco Unified Contact Center Enterprise supports which of the following modes of operation? (Choose two.)

A. call-by-call

B. nailed-up

C. predictive

D. preview

E. progressive

In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)

A. Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.

B. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.

C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.

D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.

E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.