642-242 Online Practice Questions and Answers

In the Cisco Unified Contact Center Enterprise deployment, what is the correct order to configure a Cisco Unified Communications Manager Peripheral Gateway for use?

A. Build the agents, create the peripheral in PG Explorer, build the skill groups, associate the agents to the skill groups.

B. Create the peripheral in PG Explorer, enable sub-skills 1, 2, and 3, build the skill groups, build the agents, associate the agents to the skill groups.

C. Build the skill groups, build the agents, associate the agents to the skill groups, create the peripheral in PG Explorer, associate the skill groups to the peripheral.

D. Create the peripheral in PG Explorer, build the agents, build the skill groups, associate the agents to the skill groups.

A Cisco Unified Contact Center Enterprise call center has a group of supervisors who handle supervisor assist calls from all agents, but do not take customer calls.

Which statement best describes how you would configure the supervisory assist function for all of the agents?

A. Define a dialed number for each agent team; create a routing script that uses the agent- to-agent node branch to another agent-to-agent node if the primary supervisor is not available.

B. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node.

C. Define a dialed number for each agent skill group; create a routing script that uses the agent-to-agent node; branch to another agent-to-agent node if the primary supervisor is not available.

D. Create a skill group to be used for supervisors; define a dialed number for each agent team; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

E. Create a skill group to be used for supervisors; define a dialed number for each agent skill group; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.

There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3.

Which type of call will be delivered to the next available agent?

A. The next available agent will receive the longest queued Sales call with a priority of 5.

B. The next available agent will receive the longest queued Sales call with a priority of 4.

C. The next available agent will receive the longest queued Customer Service call with a priority of 5.

D. The next available agent will receive the longest queued Customer Service call with a priority of 3.

E. The next available agent will receive the call with the longest queued duration.

F. The next available agent will receive the Customer Service call with a priority of 3.

Refer to the exhibit.

The Cisco Unified Contact Center Enterprise system uses the ICMDBA utility to manage the databases in the solution.

Which of the following databases is not managed by the ICMDBA tool?

A. Logger Side A

B. Logger Side B

C. Outbound Option

D. Dialer Port Map

E. Administration Data Server DDS

What is the purpose of the Call Tracer function of the Cisco Unified ICM Script Editor?

A. to test ingress and egress voice gateways

B. to test ICM scripting logic

C. to test IP IVR scripting logic

D. to provide real-time monitoring of a script

When setting up a VRU Peripheral Gateway for the Cisco Unified Contact Center Enterprise solution, which is the correct value for the VRU Connection Port field?

A. The default value of 5000 should not be changed.

B. The default value of 5000 should be changed only if more than one IP IVR is used in the Cisco Unified Contact Center Enterprise solution so each IP IVR has a unique port.

C. The connection port should be 5000 for IP IVR, 5001 for CVP, and 5002 for any third- party IVR.

D. The connection port must be the same in the IVR and VRU PIM, because the PIM connects to the client, and the number can be anything as long as they match.

The Cisco Unified Contact Center Enterprise can queue calls at different queue priorities.

In this sample script, at what priority will the call be queued?

A. Three (3) ?As set in the Queue Priority node.

B. Five (5) ?The default for the Queue to Skill Group node, unless it was set otherwise.

C. None, as queue priority only is used when more than one skill group is used in the Queue to Skill.

D. It depends, as each call hitting the script will reset the priority for all calls when the Queue Priority node is executed.

Which Cisco Unified ICM ConfigManager tool is used to enable Expanded Call Context variables?

A. System Information

B. PG Explorer

C. Call Type Manager

D. User Variable List

The reason codes for the Cisco CTI OS Desktop clients are controlled by the registry keys of the Cisco CTI OS Server. The Cisco Unified ICM database tracks the reason codes.

What will be stored in the Cisco Unified ICM database for the "Lunch Break" logout reason code?

A. The text from the registry key "Lunch Break"

B. The number three (3)

C. The number two (2) because it is the second in the list

D. ICM does not track logout reason codes for agents in the Cisco Unified ICM Database

In the Cisco Unified Contact Center Enterprise solution, calls can be routed directly to agents.

In this script and agent-to-agent node, how is the agent selected?

A. The requested agent's name is stored in the Caller Entered Digits field for the call, and the system will select the agent by name.

B. The requested agent's login ID (number) is stored in the Caller Entered Digits field for the call, and the system will select the agent by number.

C. The requested agent must be logged in for the system to select that agent from Skill Group 1.

D. The script is not valid, because the call is not at an agent, so the agent-to-agent node cannot be used.