642-243 Online Practice Questions and Answers

Common configuration elements occur across Cisco Contact Enterprise solution components. Drag and drop the Cisco Unified ICM configuration elements on the left to the matching Cisco Unified Communications Manager and IP IVR configuration elements on the right.

Select and Place:

Select and Place:

In addition to enabling tracing in the Cisco Unified IP IVR, what additional trace files would be helpful in troubleshooting calls that are being dropped in the Cisco Unified IP IVR for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Detailed

B. Cisco Unified Communications Manager > CM Services > CM Services > Cisco CallManager > Debug Trace Level set to Error

C. Cisco Unified Communications Manager > CTI Services > SDI > Debug Trace Level set to Error

D. Cisco Unified Communications Manager > CTI Services > Cisco CTIManager > Debug Trace Level set to Detailed

E. Cisco Unified Communications Manager > CM Services > Cisco CTIManager > Debug Trace Level set to Detailed

Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor provides a "Monitor Mode" that is useful in understanding how calls are being handled in real time. Given the screen capture, which two states describe the calls handled by this Call Routing Script? (Choose two.)

A. Thirty calls are currently in queue for the "Gold" Skill Group.

B. Three calls failed the Queue to Skill Group Node because no "Gold" agents were logged in.

C. Agents in the "Gold" Skill Group were immediately available for 20 calls.

D. Four calls remained in queue on the Cisco Unified IP IVR waiting for available agents and heard the prompts played by the "qmsg" script.

E. "CCM1_1" is the Media Routing Domain of the "Gold" Skill Group.

Refer to the exhibit. In this Cisco Unified Contact Center Enteprise system design:

All calls come into the US Data Center for treatment or queuing in a local Cisco Unified IP IVR Agents are located in a call center in the US and India and there are also Mobile Agents in their local countries using "nailed-up" connections via the local PSTN All agents are using CTI OS for their agent desktop, using a specific connection profile to define the appropriate silent monitoring method for their location

In this design, a Supervisor in the US wants to monitor agents in India. What are the possible combinations that will allow that to happen? (Choose two.)

A. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor any CTI OS agent in India.

B. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the Mobile Agents in India.

C. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the internal or local Call Center Agents in India.

D. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor any CTI OS agent in India.

E. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the Mobile Agents in India.

F. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the internal or local Call Center Agents in India.

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, call center agents report that calls drop intermittently as soon as they answer the phone.

Callers who experienced the symptoms said they did not hang up, they were disconnected by the system.

The Cisco Unified Communications Manager log files were examined during this failure, with specific items noted.

Given these symptoms and the information in the log file, what is the most likely cause of this problem?"

A. lack of Music on Hold resources in Cisco Unified Communications Manager

B. lack of Conference Bridge resources in Cisco Unified Communications Manager

C. lack of Transcoder resources in Cisco Unified Communications Manager

D. lack of trunk or port resources on Voice Gateway

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, the call flow uses a Cisco Unified IP IVR application to collect an Account ID and PIN from the caller as shown above. In testing this call flow, the Cisco Unified ICM Call Routing Script is not receiving the digits entered by the caller. What is the most likely cause of the problem?

A. The "Set Contact Info" variable should be used before the "Set ICM Result" to set "Call.PeripheralVariable1". to "accountID" and "Call.PeripheralVariable2" to "accountPIN"

B. The "Set Enterprise Call Info" step should be used before the "Set ICM Result" step to set "Call.PeripheralVariable1" to "accountID" and "Call.PeripheralVariable2" to "accountPIN".

C. In the "Set ICM Result" the "Call.PeripheralVariable1" variable should be set to "accountID" and the "Call.PeripheralVariable2" variable should be set to "accountPIN".

D. The "Set Call Variable" step should be used before the "Set ICM Result" step to set "Call.PeripheralVariable1" to "accountID" and "Call.PeripheralVariable2" to "accountPIN".

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, calls are failing during the Translation Route to the Cisco Unified IP IVR. Review the MIVR log file and select the most possible reason for this failure.

A. There are not enough Sessions configured on the JTAPI Trigger configuration of the Cisco Unified IP IVR.

B. There are not enough Channels configured in the Cisco Media Group of the Cisco Unified IP IVR.

C. There are not enough CTI Ports configured in the CTI Port Group of the Cisco Unified IP IVR.

D. The CTI Port's Partition is not in the Calling Search Space of the JTAPI Trigger in the Cisco Unified IP IVR.

In a Cisco Unified Contact Center Enterprise deployment, which three traces would you apply for a Cisco Unified Communications Manager PIM in the Cisco Unified ICM PROCMON tool? (Choose three.)

A. trace *low* /on

B. trace csta* /on

C. trace *event /on

D. trace closedcalls /on

E. trace precall /on

F. trace routing /on

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, Agent 180020 using the Cisco Unified Communications Manager IP Phone with Extension 7220 is unable to log in to the system.

Given the configuration in the exhibit, what changes need to be made to allow this agent to log in?

A. Add the agent's device (IP Phone) to the Controlled Devices for PGuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

B. Add Agent 180020 to the "Sales" skill group to allow the system to route calls to the agent.

C. Add the agent's device (IP Phone) to the Controlled Devices for IPIVRuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

D. Add the Role "Standard Presence User" to the PGuser configuration using Cisco Unified Communications Manager Administration.

In the Cisco Unified Contact Center Enterprise system, there are several key utilities and commands that can be used to verify the state of a logged in agent. Which two of these tools or lines of syntax should be used to perform this test? (Choose two.)

A. C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: list_agent_status /agent 5001

B. C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: agent_status /agent

C. C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: list_agents

D. C:\>procmon UCCE PG1A pim1>>>>pim_list_agents

E. C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: dump_agents 5000 /agent 67172900