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Cisco 642-241 Exam Syllabus Topics:

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

1. Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?

A) Ninety percent of all calls will queue for 30 seconds.
B) Ninety percent of all calls will be handled by agents within 30 seconds.
C) Ninety percent of all calls will go directly to agents without queuing.
D) Ninety percent of all calls will be answered within 30 seconds by an agent.

2. Which two functions can the Cisco Unified IP IVR perform in a Cisco Unified Contact Center Enterprise environment? (Choose two.)

A) queuing controlled by Cisco Unified ICM
B) prompt and collect
C) call control
D) voicemail

3. When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)

A) Log in to Extension Mobility followed by Cisco Agent Desktop.
B) Log in to Cisco Agent Desktop followed by Extension Mobility.
C) Log out of Cisco Agent Desktop followed by Extension Mobility.
D) Log out of Extension Mobility and Cisco Agent Desktop at the same time.
E) Log out of Extension Mobility followed by Cisco Agent Desktop.
F) Log in to Extension Mobility and Cisco Agent Desktop at the same time.

4. Which three of these statements about QoS in a Cisco Unified Intelligent Contact Management (ICM) solution are correct? (Choose three.)

A) The high priority queue for the Private Network should be granted 75 percent of total available bandwidth.
B) The high priority queue for the Private Network should be granted 90 percent of total available bandwidth.
C) The high priority queue for the Private Network should be granted 65 percent of total available bandwidth.
D) Traffic marking in Cisco Unified Intelligent Contact Management means that configuring separate private high and private medium/low sets of IP addresses is no longer necessary, because the ICM tags the priority of the packets correctly.
E) In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches.

5. Which one of the following types of traffic from the PG to the central controller is considered high priority in the Cisco Unified Contact Center Enterprise solution?

A) routing and DMP control traffic
B) skill group data
C) Real-Time Monitoring
D) configuration requests

Solutions: