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Cisco 642-241 Exam Syllabus Topics:

Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?

A) Cisco Unified Contact Center Enterprise does not record the transfer number dialed.
B) The call cannot be transferred or conferenced back to an agent.
C) Cisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
D) Cisco Unified Contact Center Enterprise no longer tracks the call for reporting.

2. Which factor has the largest impact on bandwidth sizing for the visible network connection between the Cisco Unified Contact Center Enterprise VRU Peripheral Gateway and the Call Router?

A) percentage of calls queued
B) number of call and ECC variables
C) busy hour call attempts
D) number of agents

3. Which Cisco Unified IP phone model is incompatible with Cisco Unified Contact Center Enterprise Desktop Silent Monitoring 8.0(x)?

A) 8961
B) 6941
C) 7912
D) 9951
E) 7940

4. In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A) Include an average of the agent and port count as 375 agents.
B) Include only 350 as concurrent logged-in agents.
C) Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.
D) Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.

5. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
B) the time that the agent spent talking to the caller, including any hold time during the call
C) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
D) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call

Solutions: