642-241 Online Practice Questions and Answers

How does Cisco Unified Contact Center Enterprise provide security to the system?

A. Microsoft Windows Active Directory is used to control access to the system.

B. Microsoft SQL Server accounts and logins for all users are used to control access to the system.

C. Cisco Synchronization Service is used to control access to the system.

D. Administrator accounts for the system are encrypted and kept in the Cisco Unified Contact Center Enterprise database to control access to the system.

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

What impact does the Cisco Unified Contact Center Enterprise 8.0(x) Mobile Agent option have on the agent peripheral gateway?

A. There is no impact.

B. The number of mobile agents must be less than 500.

C. The number of nailed-up agents with CTI OS cannot be more than 1156.

D. The number of call-by-call agents with Cisco Agent Desktop cannot be more than 1,000.

E. The number of call-by-call agents with CTI OS cannot be more than 1025.

Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server with SPAN port-based monitoring to support supervisor silent monitoring of agent calls?

A. Cisco Unified Contact Center Enterprise Cisco Agent Desktop

B. Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled

C. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop

D. Cisco Unified CRM Connector for Siebel

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 peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.

B. The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.

C. Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.

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.

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port 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 call arrival to the point that the agent hangs up

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

Cisco provides an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?

A. to size the visible network that is required between the Peripheral Gateway and the call router

B. to size the private network that is required between the Peripheral Gateway Side A and B

C. to size the visible network that is required between the Peripheral Gateway and the Cisco Unified Communications Manager cluster

D. to size the private network that is required between the call routers A and B for this specific Peripheral Gateway traffic flow

Which item is not a factor in determining bandwidth requirements for the visible network connection between the Cisco Unified Contact Center Enterprise Agent Peripheral Gateway and the call router?

A. busy hour call attempts

B. number of skill groups per agent

C. number of agents

D. number of call types

E. number of call and ECC variables

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 with optional keystroke macro integration

B. Cisco Unified Contact Center Enterprise CTI Object Server with the Siebel CRM Connector

C. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition with Siebel using the embedded browser option

D. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or CTI Object Server

E. either Cisco Unified Contact Center Enterprise Cisco Agent Desktop or Cisco Agent Desktop Browser Edition

Which two statements are true regarding the Cisco Unified Contact Center Enterprise Release 8.0(x) Mobile Agent peripheral gateway capacity? (Choose two.)

A. Each mobile agent for a nailed-up configuration equals 1.37 local agents.

B. Each mobile agent for a nailed-up configuration equals 1.73 local agents.

C. Each mobile agent for a call-by-call configuration equals 2.2 local agents.

D. Each mobile agent for a call-by-call configuration equals 2.4 local agents.