642-241 Online Practice Questions and Answers

Drag and drop the ICM Network Requirement to the appropriate value or setting

Select and Place:

What is the impact of using a Call Type node in a routing script for the Cisco Unified Contact Center Enterprise system?

A. The call type is changed and maintains the old data in the original call type.

B. The call is reset to the new call type, like a new call with all counters reset to zero.

C. There is no impact, the call type is only used for the initial script selection process.

D. The call is reclassified and the system picks a new routing script based on the call type.

When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR using a "Translation Route to VRU" node, which label is sent to the routing client?

A. Cisco Unified IP IVR CTI route point

B. Cisco Unified IP IVR CTI port

C. Cisco Unified Communications Manager MTP

D. Cisco Unified Communications Manager CTI route point

In a Cisco Unified Contact Center Enterprise customer design, there is a remote PSTN voice gateway with a single T1 in a G.729 region. Calls will cross the WAN to reach one of 14 agents using G.729 Cisco IP phones or be queued in one of 10 available Cisco Unified IP IVR ports (configured for

A. 711). Which is the correct quantity and type of resource to support these calls in this configuration?

B. 24 conference bridges

C. 24 hardware transcoders

D. 10 hardware transcoders

E. 10 conference bridges

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 call arrival to the point that the agent answers

B. from the transfer to IVR to the point that the agent hangs up

C. from the transfer to IVR to the point that the agent answers

D. from the call arrival to the point that the agent is ready

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. number of agents

B. busy hour call attempts

C. number of call and ECC variables

D. percentage of calls queued

Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)

A. controls call and agent state

B. places outbound calls for agents in the Outbound Option Progressive mode

C. presents information provided by the caller from the voice response system

D. accepts Instant Messaging requests from third-party chat clients routed to the agent

E. presents caller data to agent in pre-call whisper with the Cisco IP phone

You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)

A. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions

B. server hardware model for Cisco Unified Communications Manager subscriber nodes

C. number of configured Cisco Unified Contact Center Enterprise agents and supervisors

D. number of translation routes built in the Cisco Unified Contact Center Enterprise system

E. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise

F. number of users administering the Cisco Unified Communications Manager

Which three features or functionalities does Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.)

A. call routing from PSTN gateway to agents

B. CTI data on Cisco Agent Desktop screen pop

C. call routing from PSTN gateway to Cisco Unified IP IVR

D. agent, supervisor, and team configuration

E. Cisco Extension Mobility for agents

F. hunt groups and pickup groups for Cisco Unified Contact Center Enterprise

Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.)

A. number and type of remote administrative data servers

B. number of dialed numbers in the Cisco Unified Contact Center Enterprise that is configured for remote Cisco Voice Gateways

C. size and number of Cisco Unified Contact Center ECC variables that are passed to remote CTI OS agent desktops for screen pop

D. number and type of configured Cisco Unified Contact Center Enterprise agents