642-243 Online Practice Questions and Answers

Drag and drop the Cisco Unified Communications Manager tool on the left to its function on the right.

Select and Place:

Select and Place:

In a Cisco Unified Contact Center Enterprise system, a new agent and phone have been added to the system; however, the agent is unable to log in to the system.

The agent is using the same type of phone and and has the same CTI OS desktop setup as other agents who are able to log in without issue.

What are two possible causes for this issue?(Choose two.)

A. The incorrect CTIOS Server IP and Port are configured on the new agent's CTI desktop.

B. The new phone used by the agent is not associated with IVRJtapiUser.

C. A new Device Target needs to be added for the phone in the Config (for example, /devtype ipphone / DN 12345).

D. The phone has call forwarding and call waiting enabled.

E. The new phone used by the agent is not associated with PGJtapiUser.

Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, there are a number of different log files that are generated by different components and processes in the solution. Identify the specific process that generated the log file.

A. CTI OS (Server)

B. CTI OS (Client)

C. JTAPI Gateway (jgw)

D. UC Manager PIM (Enterprise Agent PIM)

E. ICM Call Router (rtr)

In a Cisco Unified Contact Center Enterprise system, external callers being queued on the Cisco Unified IP IVR are reporting voice quality issues with the Cisco Unified IP IVR prompts as being "choppy." Which two actions would be helpful in finding the problem? (Choose two.)

A. Check that the codec configuration matches between the voice gateway configuration on the Cisco Unified Communications Manager, and the codec configured on the Cisco Unified IP IVR/CRS server.

B. Trace the voice path of a problem call through the network, collecting and analyzing traffic from the voice gateway and Cisco Unified IP IVR/CRS server.

C. Enable Performance Monitor counters on the Cisco Unified IP IVR/CRS server to monitor CPU and memory usage.

D. Collect JTAPI logs from the Cisco Unified IP IVR to investigate any errors with the call control messages.

E. Verify the MTP resources that are available in Cisco Unified Communications Manager for this call flow.

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 using the Multi-Site Centralized call processing model, all calls come into the central site for treatment or queuing and are then transferred across the WAN to agents. In this deployment, agents have reported that they are getting stuck in a reserved state but not getting the actual call delivered to them. What is the most likely cause of this failure?

A. There are not enough Cisco Unified IP IVR ports available to queue calls at the central site.

B. The agents have lost connection to the centralized CTI OS Servers.

C. The agent's phone was off-hook during the transfer from the Cisco Unified IP IVR.

D. There was not enough bandwidth for the call over the WAN, and the Cisco Unified Communications Manager's Locations-based Call Admission Control rejected the call setup.

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.

Refer to the exhibit. The Cisco Unified Communications Manager Peripheral Gateway is unable to connect and activate the link to Cisco Unified Communications Manager. Review the log file from the Cisco Unified Communications Manager JTAPI Gateway. What are two possible causes of this failure to connect? (Choose two.)

A. The Cisco Unified Communications Manager is not reachable on the network.

B. The JTAPI Gateway's configuration of the Cisco Unified Communications Manager Publisher IP Address is invalid.

C. The JTAPI Gateway's configuration of the JTAPI User ID (ccm1pguserX) does not match with the Cisco Unified Communications Manager's preconfigured ID.

D. The JTAPI Gateway version is not compatible with the Cisco Unified Communications Manager version and needs to be downloaded again from the Plug-in page in Cisco Unified Communications Manager.

E. The Cisco Unified Communications Manager's CTI Manager service is not enabled.

F. The JTAPI Gateway's configuration of the JTAPI User Password does not match the Cisco Unified Communications Manager's preconfigured password.

Refer to the exhibit. In the distributed Cisco Unified Contact Center Enterprise design with multiple Cisco Unified Communications Manager clusters as shown in the exhibit, what is the impact if Agent 2551 transfers a call, routed to that agent by Cisco Unified CCE, directly to Agent 1233 using the agent extension 3311?

A. Agent 1233 could get an ACD call routed by Cisco Unified CCE on extension 3311.

B. Cisco Unified CCE would reject the transfer across the intercluster trunk automatically.

C. Agent 1233 would get the call, but without any screen pop or CTI data.

D. Cisco Unified CCE provides cradle-to-grave reporting on the call once it is sent to Agent 1233.

E. The call would only work if both agents were using either CAD or CTI OS desktops.

Choose the correct sequence of agent state events from Agent Login to Agent Logout in the Cisco Unified Contact Center Enterprise solution.

A. login, not ready, ready, available, reserved, talking, hold, wrap up, logout

B. login, ready, available, reserved, talking, hold, wrap up, not ready, logout

C. login, not ready, ready, available, reserved, hold, wrap up, not ready, logout

D. login, not ready, ready, available, reserved, talking, hold, wrap up, not ready, logout