642-241 Online Practice Questions and Answers

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. configuration requests

B. skill group data

C. routing and DMP control traffic

D. Real-Time Monitoring

When using the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, which configuration item is not supported in the Cisco Unified Communications Manager?

A. Busy triggers on each line must be set to one.

B. Maximum number of calls on each line must be set to two.

C. Agent ACD line can be a shared line.

D. Lines can be configured to forward calls to other lines on the phone.

In a Cisco Unified Contact Center Enterprise that is deployed in a multisite centralized model, which resource can be used for transcoding?

A. Cisco Unified IP phone built-in-bridge

B. Cisco Unified IP IVR CTI ports

C. Cisco Unified Communications Manager CTI route points

D. Cisco Unified Communications Manager software conference bridge resources

When using SIP in a Cisco Unified Contact Center Enterprise deployment with Cisco Unified IP IVR, how does the Cisco Unified IP IVR support DTMF?

A. by DTMF using KPML and does not require additional MTP resources

B. by using KPML and does require additional MTP resources

C. by using RFC 2833 and does not require additional MTP resources

D. by using RFC 2833 and does require additional MTP resources

In a multisite distributed call processing model for Cisco Unified Contact Center Enterprise, which statement is true?

A. The Cisco Unified Communications Manager cluster must be located in one data center.

B. The Cisco Unified Contact Center Enterprise agents must be at the same site as the Cisco Unified Communications Manager cluster.

C. More than one Cisco Unified Communications Manager cluster is supported.

D. Each Cisco Unified Communications cluster must have its own dedicated Cisco Unified IP IVR for queuing and treatment.

When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A. Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.

B. Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.

C. Cisco Agent Desktop lets you view agent and team statistics from the desktop.

D. Cisco Agent Desktop lets you transfer calls by using a dial pad.

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR 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 transfer to IVR to the point that the agent answers

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

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

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

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

A. agents

B. IVR ports

C. PSTN gateway trunks

D. MTP resources