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Cisco 642-241 Exam Syllabus Topics:

Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

Question 1

Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A. IVR ports
B. agents
C. PSTN gateway trunks
D. MTP resources

Question 2

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 Contact Center Enterprise Support Tools
B. direct URL that is typed into an Internet browser
C. Cisco Unified Communications Manager Real-Time Monitoring Tool
D. Cisco Unified ICM CLI
E. Web-based portico interface

Question 3

In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is untrue?

A. WebView 8.0(x) can be deployed in a cluster of up to eight servers that share report templates.
B. WebView 8.0(x) supports up to 25 concurrent reporting users.
C. Cisco Unified Intelligence Center 8.0(x) supports up to 200 concurrent reporting users.
D. Cisco Unified Intelligence Center 8.0(x) uses Informix to store its local database of report templates.

Question 4

In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)

A. If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
B. If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.
C. The CTI Desktop will show only the ACD line that the agent used to log in.
D. The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.

Question 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. Logical Partition
B. Call Park and Pickup
C. Swap and Cancel
D. Join Across Lines and Direct Transfer Across Lines

Solutions: