642-243 Online Practice Questions and Answers

Drag and drop the available Cisco Unified IP IVR on the left to its function on the right.

Select and Place:

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, an agent reports being unable to transfer or conference callers with other agents. The agent is able to accept new inbound calls from the system, but cannot transfer the call. The log files shown in the exhibit were collected from the Cisco Unified Communications Manager PIM logs, the JTAPI Gateway log, and the Cisco Unified Communications Manager Trace log during testing of this failure. Which issue may be the cause of this problem?

A. The wrong Calling Search Space is defined on the Agent IP Phone in Cisco Unified Communications Manager.

B. The wrong Partition is defined on Agent Directory Number on the IP Phone in Cisco Unified Communications Manager.

C. No Transcoding Resources are defined in the MRGL assigned on the IP Phone in Cisco Unified Communications Manager.

D. Cisco Unified Communications Manager only allows one call leg per Directory Number on the IP Phone. The transfer fails due to the second call leg being invoked by the agent.

In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor Agent-to- Agent Node is used to send calls between agents in the system. Which item is not applicable to the Agent- to-Agent Node usage?

A. When selecting an agent by "Peripheral Number," an expression is required.

B. When selecting an agent by "Enterprise Name," an expression is required.

C. An agent may be selected by Peripheral Number, Enterprise Name, or Skill Target ID.

D. When the "Node fails if agent is unavailable" option is checked, the specified agent must be in a Ready state for the "success" branch of the node to be executed.

E. When the "Node fails if agent is unavailable" option is not checked, the "success" branch of the node is executed and the Cisco Unified ICM Call Router sends the call if the Call Router finds a valid label for the agent.

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Call Routing Script shows one call failed in the Translation Route to VRU node. How will the system treat this call?

A. If a Default Route is configured on the Peripheral, the call is redirected to the number configured under "Forward On Failure" on the CTI Route Point used for the Dialed Number in Cisco Unified Communications Manager.

B. The caller would hear the default error prompt from the Cisco Unified IP IVR.

C. The script would return the label 8000, so the call is redirected to the extension 8000 in Cisco Unified Communications Manager.

D. If a Default Route is configured on the Peripheral, the call is rerouted to the Default Route.

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, callers have reported that their calls are dropping intermittently without hearing any greetings or queue music. At times they are able to hear Cisco Unified IP IVR

prompts but are then dropped before connecting to an agent.

The Cisco Unified Communications Manager is configured as follows for this deployment:

All CTI Route Points that make requests to Cisco Unified ICM have names that start with "IPCC."

All CTI Route Points used for Cisco Unified ICM Translation Routing to the Cisco Unified IP IVR are named starting with "Trans."

All CTI Ports used by the Cisco Unified IP IVR are named starting with "CTI."

All Agent Phones are named starting with "SEP."

There is concern about how these devices are associated in the Cisco Unified Communications Manager configuration. The device associations for the PGuser and IVRuser are shown in the exhibit.

Given the problem and the current device associations, what two things might be causing these call failures? (Choose two.)

A. "Enable CTI Application Use" is not checked on the PGuser and IVRuser configurationoptions

B. The Peripheral Gateway and Cisco Unified IP IVR do not use the PGuser nor IVRuser Cisco Unified Communications Manager user accounts

C. CTI_1300 and TransRtPT3 should not be associated with the PGuser Cisco Unified Communications Manager user account

D. All devices should be associated with both the PGuser and IVRuser Cisco Unified Communications Manager user accounts

E. The Agent IP Phone 3001 should not be associated with the IVRuser Cisco Unified Communications Manager user account

F. The problem is not with the configuration. The Cisco Unified Communications Manager database subscription is broken on subscribers

Refer to the exhibit. An agent in a Cisco Unified Contact Center Enterprise system is reporting that the system is automatically changing the agent's state from "Ready" to "Not-Ready" for no apparent reason.

In the Cisco Unified Communications Manager configuration, the default Calling Search Space for the CTI Ports and CTI Route Points is "Calling Party."

Given the log file and Cisco Unified Communications Manager configuration, which option is the most likely cause of the failure?

A. The agent walked away from the desk without putting him or herself into "Not Ready."To resolve this issue instruct the agent to put his or her phone in a "Not Ready" state before leaving the workstation.

B. The error is caused by a Cisco Unified Communications Manager Calling Search Space mis- configuration.The Calling Search Space of the CTI Route Point 1208 needs to have the agent's extension 613373 in Cisco Unified Communications Manager.

C. The error is caused by a Cisco Unified Communications Manager Calling Search Space mis- configuration.The Calling Search Space of the calling device needs to have the agent's extension 613373 in Cisco Unified Communications Manager.

D. The agent's extension 613373 is not associated with the IP-IVR JTAPI/CTI user in Cisco Unified Communications Manager.From the Cisco Unified Communications Manger Administration > User; add extension 613373 as a controlled device.

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 the Cisco Unified Contact Center Enterprise system, which of these steps will enable JTAPI tracing for the Cisco Unified IP IVR/CRS Server?

A. IP-IVR JTAPI traces are enabled during installation by default with IP-IVR/CRS 4.X and higher.

B. Enable debugging from the IP-IVR/CRS Application Administration System > Tracing > CRS Engine > Subsystems > SS_Tel and SS_ICM.

C. In the IP-IVR/CRS Server - Start Programs > CiscoJTAPI > Cisco Unified Communications JTAPI Preference.

D. JTAPI tracing is handled by the Cisco Unified Communications Manager so JTAPI tracing is enabled by activating the CTI Manager tracing.

Refer to the exhibit. Given the highlighted error message in the Cisco Unified ICM Call Router Log Viewer, what is the most appropriate configuration change to make to avoid the error?

A. Create a Device Target and Label for the Dialed Number (CTI Route Point).

B. Configure a default Label for the Dialed Number or update Cisco Unified ICM Routing Scripts to avoid "End" Nodes without Labels.

C. Use a Divert Node in the Cisco Unified ICM Routing Script for that Dialed Number.

D. Associate the Cisco Unified Communications Manager CTI Route Point for the Dialed Number to the JTAPI User.

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.