Cisco Unified Contact Center Enterprise Design (UCCED)

QUESTION NO: 1
During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

A. from the transfer to IVR to the point that the agent hangs up B. from the call arrival to the point that the agent is ready C. from the call arrival to the point that the agent answers D. from the transfer to IVR to the point that the agent answers

Correct Answer: D

QUESTION NO: 2
When deploying the Cisco Unified Contact Center Enterprise on Cisco Unified Computing System B-Series hardware, which two statements are true? (Choose two.)

A. Cisco Unified Contact Center Enterprise clustering over the WAN is not supported in the Cisco Unified Computing System B-Series. B. Oversubscription of virtual CPU or memory is not supported. C. VMware images must boot from the SAN and store all data on the SAN. D. Cisco Unified Computing System B-Series supports both VMware ESX and ESXi virtualization software.

Correct Answer: B,C

QUESTION NO: 3
The Cisco Unified IP IVR and Intelligent Contact Management components of the Cisco Unified Contact Center Enterprise solution cannot perform which function?

A. providing CTI desktop functionality for agent state control B. providing conference bridge for agent and supervisor calls C. reporting with Cisco Unified Intelligence Center D. providing call-routing functionality based on real-time conditions E. instructing queue points to play specific messages to callers

Correct Answer: B

QUESTION NO: 4
The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A. event-based routing B. translation routing C. service control routing D. post-routing E. pre-routing

Correct Answer: B

QUESTION NO: 5
When a Cisco Unified Contact Center Enterprise agent transfers a call to another agent on a different Cisco Unified Communications Manager cluster, what is the impact if the agent dials the phone number of the second agent directly to perform the transfer?

A. The caller will not hear queue music during the transfer. B. The different call leg records will be linked in the Cisco Unified Contact Center Enterprise database Termination Call Detail Variable Table. C. The second agent will not be able to perform a secondary transfer of the call. D. The second agent will not get screen pop data about the call.

Correct Answer: D

QUESTION NO: 6
In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines?

A. 1 - Primary Distributor AW, 1 - Client AW B. 1 - Primary Client AW, 1 - Secondary Client AW C. 2 - Secondary Distributor AWs D. 1 - Primary Distributor AW, 1 - Secondary Distributor AW E. 2 - Client AWs F. 1 - Secondary Distributor AW, 1 - Client AW

Correct Answer: D

QUESTION NO: 7
When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A. Cisco Agent Desktop lets you transfer calls by using a dial pad. B. Cisco Agent Desktop lets you view agent and team statistics from the desktop. C. Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop. D. Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.

Correct Answer: D

QUESTION NO: 8
Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

A. when QoS is enabled on both networks B. when the Cisco Catalyst switch has dual power supplies C. under no circumstances D. in cases in which there is gigabit bandwidth between sites

Correct Answer: C

QUESTION NO: 9
How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?

A. Cisco Remote Silent Monitoring (RSM) Service Monitoring B. Cisco Unified Communications Manager Silent Monitoring C. Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop D. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring

Correct Answer: D

QUESTION NO: 10
The Cisco Unified Mobile Agent option for Cisco Unified Contact Center Enterprise supports which of the following modes of operation? (Choose two.)

A. predictive B. progressive C. call-by-call D. nailed-up E. preview

Correct Answer: C,D

Cisco Unified Contact Center Enterprise Design (UCCED) - 642-241 Exam Questions