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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features & Special Design Considerations | 15% | - Virtualization and consolidated design - Security and network infrastructure - Outbound Option and SIP Dialer - Mobile Agent and Remote Agent design |
| Topic 2: Post-Deployment & Sizing Tools | 10% | - Cisco UCCE Sizing Tool usage - Validation and documentation |
| Topic 3: Design Methodology & Requirements Gathering | 11% | - Analyze business and technical requirements - Define design constraints and assumptions |
| Topic 4: UCCE Architecture & Component Design | 23% | - Sizing and capacity planning - High availability and redundancy - Router, Logger, PG, VRU, and HDS design - Deployment models: PCCE, UCCE, Hosted |
| Topic 5: Cisco Unified Communications Manager Integration | 19% | - CUCM design considerations for UCCE - CTI Manager and device integration - Cluster over WAN and redundancy |
| Topic 6: Call Flow & Routing Design | 22% | - Inbound call flow design - Courtesy Callback and queuing - Scripting and routing logic - Integration with CVP and gateways |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. A Cisco Unified Contact Center Enterprise system is designed with geographic redundancy for the central controllers (with separate call routers and loggers). At the Side A location, there are Call Router A, Logger A, and a duplex pair of peripheral gateways (PG1A/PG1B). At the Side B location, there are Call Router B, Logger B, and a duplex pair of peripheral gateways (PG2A/PG2B). The visible network WAN between the two sites goes down while the private network is operational.
Which of these is true?
A) The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.
B) Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.
C) The peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.
D) Both pairs of peripheral gateways stay active at both sites because both call routers are still communicating through the private connection and remain functional.
2. 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 answers
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 hangs up
3. In the Cisco Unified Contact Center Enterprise solution with Cisco Unified Communications Manager clustering over the WAN, how is the private network for the Peripheral Gateways sized?
A) The PG private network bandwidth is based on the BHCA handled by the Cisco Unified Communications Manager.
B) The PG private network bandwidth is based on the total number of agents on the Cisco Unified Communications Manager.
C) The PG private network bandwidth is fixed at a T1 speed, regardless of call or agent volume.
D) The PG private network bandwidth is double that of the Router/Logger private network in the system.
4. What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?
A) interactive voice response system
B) automatic call distribution
C) call switching to agent and Cisco Unified IP IVR
D) integrated call distribution
5. In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if call queue times increase?
A) Additional Cisco Unified Communications Manager MTP resources are required to terminate media longer for callers in queue.
B) No additional ports are required because the system will automatically put callers on hold in Cisco Unified Communications Manager waiting for a queue port to become available.
C) Additional Cisco Unified Contact Center Enterprise Call Routers and Loggers are required.
D) Additional queue ports may be required to ensure that callers are able to be queued and hear appropriate treatment.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
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