642-241 Online Practice Questions and Answers

What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?

A. The call type is changed and maintains the old data in the original call type.

B. The call is reset to the new call type, like a new call with all counters reset to zero.

C. There is no impact, the call type is only used for the initial script selection process.

D. The call is reclassified and the system picks a new routing script based on the call type.

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. pre-routing

B. post-routing

C. translation routing

D. event-based routing

E. service control routing

In the Cisco Unified Contact Center Enterprise solution with Cisco Unified Communications Manager clustering over the WAN, how is the private network for the Peripheral Gateways sized?

A. The PG private network bandwidth is fixed at a T1 speed, regardless of call or agent volume.

B. The PG private network bandwidth is based on the BHCA handled by the Cisco Unified Communications Manager.

C. The PG private network bandwidth is based on the total number of agents on the Cisco Unified Communications Manager.

D. The PG private network bandwidth is double that of the Router/Logger private network in the system.

In a Cisco Unified Contact Center Enterprise 7.5(1) design, the customer requires that its agents be able to have personal lines (DID) as well as their agent extensions. Using the Cisco Unified Communications Manager 6.1(1) partition feature, how should the following agent phone be configured?

Agent ACD linE. 4000 (DN)

Agent DID linE. 5000 (personal line)

Partition: Personal Allow personal calls

Partition: ACDDN Allow Cisco Unified Contact Center Enterprise calls only

A. Line 1: 4000 Partition Personal, Line 2: 4000 Partition ACDDN

B. Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal

C. Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal

D. Line 1: 5000 Partition ACDDN, Line 2: 5000 Partition Personal

Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise controls all of these types of user access except which one?

A. Supervisor CTI OS or Cisco Agent Desktop user login

B. ConfigManager user access on Admin Workstation

C. WebView user login

D. service account login

When configuring Cisco Unified Communications Manager for use with the Cisco Unified Mobile Agent option of Cisco Unified Contact Center Enterprise, which statement is true?

A. Each mobile agent must have a Cisco Extension Mobility profile to log in remotely.

B. Each mobile agent must have its own unique JTAPI user in Cisco Unified Communications Manager.

C. Each mobile agent must have its own dedicated set of CTI ports that are tied to the Agent ID in Cisco Unified Contact Center Enterprise.

D. Each mobile agent can use one set of CTI ports from a pool of remote CTI ports and local CTI ports.

In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which WAN configuration is not supported?

A. Three WAN links: One private network connection and two visible networks (highly available) which do not fail over to the private network.

B. Two WAN links: One private network connection and one visible network that is allowed to fail over to the private network if the visible network fails.

C. One WAN link: All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to ensure latency and bandwidth requirements.

D. One MAN or SONET link: All traffic is converted on a single SONET ring network that is designed to automatically reroute if there is a link failure in one direction.

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.

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, including any hold time 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 plus the queue time for the call and any wrap-up time

D. 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

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. 22,500

D. 24,750

E. 30,000