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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Security and Integration | - Security design for contact center environments - Integration with Cisco Unified Communications Manager - CRM and third-party system integration concepts |
| Topic 2: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
| Topic 3: System Sizing and Capacity Planning | - Agent, call volume, and concurrency planning - High availability and redundancy design - Scalability considerations for distributed deployments |
| Topic 4: UCCE Architecture and Components | - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview |
| Topic 5: Reporting and Monitoring | - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts |
| Topic 6: Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - CVP deployment models (standalone, comprehensive) - SIP and voice gateway integration |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question 1
Using the Cisco Unified Contact Center Enterprise 8.0(x) Analysis Manager CLI, which command will show the current debug trace levels?
A. show debug
B. show level
C. show trace
D. show log
Question 2
DRAG DROP
Question 3
In a Cisco Unified Contact Center Enterprise customer design, there is a remote PSTN voice gateway with a single T1 in a G.729 region. Calls will cross the WAN to reach one of 14 agents using G.729 Cisco IP phones or be queued in one of 10 available Cisco Unified IP IVR ports (configured for G.711). Which is the correct quantity and type of resource to support these calls in this configuration?
A. 24 hardware transcoders
B. 10 conference bridges
C. 24 conference bridges
D. 10 hardware transcoders
Question 4
A new contact center deployment does not have an exact busy hour call attempt number for the sizing tools. The customer plans to hire 1500 agents and projects that each call will average four minutes, including wrap-up. Which value is the best estimate to use for busy hour call attempts?
A. 10,000
B. 15,000
C. 24,750
D. 30,000
E. 22,500
Question 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. configuration requests
D. Real-Time Monitoring
Solutions:
| Question 1 Answer: A | Question 2 Answer: Only visible for members | Question 3 Answer: D | Question 4 Answer: E | Question 5 Answer: A |
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