642-242 Online Practice Questions and Answers

Refer to the exhibit.

The Cisco Unified Contact Center Enterprise Outbound Option uses a reservation script to find an available agent for the outbound contact. Which of the following statements is true about this personal agent callback script?

A. If the preferred agent is not available, the outbound contact will hear queue music for 180 seconds while waiting.

B. If the preferred agent is not logged in, the outbound contact will be cancelled.

C. If the preferred agent is not logged in and no agents are available in the CM.outbound skill group, the outbound contact will be cancelled.

D. If the preferred agent became available after 185 seconds, the outbound contact will still be routed to the preferred agent if that agent was part of the CM.outbound skill group, regardless if there were other agents available for longer.

In a Cisco Unified Contact Center Enterprise deployment with two IP IVRs used for queuing, how does the system avoid sending calls to one of the IP IVRs if it is out of service?

A. The ICM routing script translation route to VRU node automatically detects the out-of- service condition and ignores the failed IP IVR.

B. The ICM routing script translation route to VRU node "consider if" is used to test the Peripheral Status.

C. The Cisco Unified Communications Manager CTI ports for the IP IVR would have a "forward on failure" to redistribute the calls sent by the ICM to the failed ports.

D. The ICM Send to VRU node "consider if" is used to test the peripheral status.

Which two options must be installed and configured for the Cisco ICM Central Controller to be active? (Choose two.)

A. ICM Logger / Database server

B. WebView server

C. Application Gateway

D. Historical Database Server

E. ICM Call Router A

F. Peripheral Gateway

In the Cisco Unified Contact Center Enterprise, a Dialed Number Plan can be created to make it easier for agents to perform transfers.

Which dialed number is invalid for agents to dial from the plan?

A. SALES

B. 3-45

C. 3-10

D. TEC123

When configuring an agent device target in the Cisco Unified Contact Center Enterprise, what is the correct format for the entry?

A. in the Config Parameter setting, /devtype 7960 /dn 9991213333, where 9991213333 is the agent extension

B. in the Config Parameter setting, /devtype CiscoPhone and the agent extension in the Global Address setting

C. in the Config Parameter setting, /devtype CiscoPhone /dn 9991213333, where 9991213333 is the agent phone extension

D. in the Config Parameter setting, /devtype 7960 /dn 999121000 /ext 3333 where the number to reach the agent site is 999121000, and the agent extension is 3333

In the Cisco Unified Contact Center Enterprise 8.0 Outbound Option with SIP Dialer, which configuration step is required in Cisco Unified Communications Manager?

A. A translation route must be built between the SIP Dialer peripheral and the Cisco Unified Communications Manager peripheral.

B. Additional busy line triggers must be enabled for the agent Cisco Unified IP phone to place and accept the reservation call from the SIP Dialer.

C. Each dialer port must be defined as a Cisco Unified VIP 30 IP Phone.

D. The SIP Dialer does not require any specific configuration elements in Cisco Unified Communications Manager.

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

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.

Which two of the following options are functions of the Cisco Unified ICM Call Type Manager tool? (Choose two.)

A. map call types to routing scripts

B. create call types

C. create dialed numbers

D. map dialed numbers to call types

E. map call type to skill groups

A Dialed Number Plan is configured in the Cisco Unified ICM configuration to manage and track agent-initiated calls. Dialed Number Plan patterns can contain wildcard values. Which of the following options is not acceptable to use in the wildcard pattern?

A. digits

B. letters

C. and

D. ?

E. #