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Cisco 642-241 Exam Syllabus Topics:

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

1. Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?

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

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

3. In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?

A) The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
B) The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
C) There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
D) The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.

4. In the Cisco Unified Contact Center Enterprise solution, which CTI option is required to support an integration to drive Siebel agent workflows and provide data to the Siebel application?

A) Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option
B) Cisco Unified Contact Center Enterprise Cisco Agent Desktop with optional keystroke macro integration
C) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server
D) either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition
E) Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector

5. When using the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, which configuration item is not supported in the Cisco Unified Communications Manager?

A) Maximum number of calls on each line must be set to two.
B) Agent ACD line can be a shared line.
C) Lines can be configured to forward calls to other lines on the phone.
D) Busy triggers on each line must be set to one.

Solutions: