Vendor: Cisco
Exam Code: 642-243
Exam Name: Unified Contact Center Enterprise Support
Certification: Cisco Certifications
Total Questions: 44 Q&A
Updated on: Jun 01, 2026
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Common configuration elements occur across Cisco Contact Enterprise solution components. Drag and drop the Cisco Unified ICM configuration elements on the left to the matching Cisco Unified Communications Manager and IP IVR configuration elements on the right.
Select and Place:

Select and Place:

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with agents deployed as shown in the exhibit, an agent has reported receiving CTI screen pops for calls, but then the call is not sent to the agent. What is a possible cause of this problem?

A. The agent logged in with an extension that does not exist.
B. The agent logged in using an extension that is assigned to another agent's phone.
C. The agent's phone is not associated with the PG User.
D. The agent is still logged into CTIOS on another PC.
Refer to the exhibit. After reviewing the CTIOS log shown in the exhibit, identify the "final" agent state for these agent IDs.
10771 99960

A. Agent 10771 is TalkingAgent 99960 is BusyAgent 99920 is Talking
B. Agent 10771 is AvailableAgent 99960 is TalkingAgent 99920 is Reserved
C. Agent 10771 is ReservedAgent 99960 is AvailableAgent 99920 is Talking
D. Agent 10771 is BusyAgent 99960 is ReservedAgent 99920 is Talking
E. Agent 10771 is ReservedAgent 99960 is ReservedAgent 99920 is Busy
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