642-242 Online Practice Questions and Answers

In the common ground upgrade method of the Cisco Unified Contact Center Enterprise, the Cisco Unified Communications Manager was upgraded to 8.0(1) first. The Peripheral Gateway CTI route points are not registering with the Cisco Unified Communications Manager after the upgrade.

What can be done to fix this issue?

A. Rerun ICM Setup to reload the JTAPI Gateway process on the Peripheral Gateway.

B. Reboot the Peripheral Gateway to force an update of the CTI route point JTAPI associations.

C. Remove the CTI route points from the JTAPI user association for the PG user and reinsert them in the Cisco Unified Communications Manager.

D. Redownload the JTAPI plug-in for the Peripheral Gateway from the Cisco Unified Communications Manager.

In the Cisco Unified Contact Center Enterprise with IP IVR, ring-no-answer dialed number processing is set in the Agent Desk Settings tool of ConfigManager. Given this setup, what aretwo impacts of using this setting this way if the CMPG_RC.INBOUND_8001 dialed number is the same number the calls arrived on originally? (Choose two.)

A. The caller will hear hold music while the call is transferred back to the Cisco Unified Communications Manager.

B. The ring-no-answer calls will be put at the bottom of the queue and have to wait again for an agent to become available.

C. The caller will be re-directed to a different routing script.

D. The ring-no-answer calls will be "double counted" in the inbound 8001 call type.

E. The caller will be disconnected as a call cannot be hair-pinned back on itself with Cisco Unified IP IVR.

When creating a dialed number in the Cisco Unified ICM Configuration Manager, it is necessary to select Permit Application Routing for which of the following?

A. passing ECC variables to the Cisco Unified IP IVR to play messages to callers in queue

B. when a type 9 VRU has been specified in ICM Configuration Manager Network VRU Explorer

C. for parent/child deployments where the parent will route calls to this dialed number

D. if this dialed number will be used as a label in a translation route to VRU

In the Cisco Unified Contact Center Enterprise Outbound Option, with the SCCP Dialer, what is the correct order to create the dialer ports?

A. Dialer Port Map (ICM), dialer phone as 7940 (CCM), PG user association

B. Dialer Port Map (ICM), dialer phone as 30 VIP (CCM), PG user association

C. Dialer Port Map (ICM), dialer phone as 7940 (CCM), IP IVR user association

D. Dialer Port Map (ICM), dialer phone as 30 VIP (CCM), MR PG user association

In which two ways are Cisco Unified Communications Manager CTI route ports typically used in the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A. to accept media for callers in the Cisco Unified IP IVR under control of the Cisco Unified Contact Center Enterprise system

B. to manage incoming call signaling from the PSTN as Dialed Numbers for the Cisco Unified Contact Center Enterprise system

C. to play media to callers for busy or disconnect tones from Cisco Unified Communications Manager

D. to provide a call-signaling transfer point as part of a Translation Route to VRU node in the Cisco Unified Contact Center Enterprise call routing script

E. to provide conference bridge resources to allow supervisors to barge into calls with agents in the Cisco Unified Contact Center Enterprise system

When installing a duplexed Cisco Unified ICM Peripheral Gateway, given the table of host names and IP addresses, which is the correct configuration for Cisco Unified Communications Manager Service parameters for the Cisco Unified Communications Manager Peripheral Gateway?

A. PG1A Unified Communications Manager Service Parameters = CCMPUB, CCMSUB1 PG1B Unified Communications Manager Service Parameters = CCMSUB1, CCMPUB

B. PG1A Unified Communications Manager Service Parameters = CCMSUB1 PG1B Unified Communications Manager Service Parameters = CCMSUB2

C. PG1A Unified Communications Manager Service Parameters = CCMSUB01, IPIVR01 PG1B Unified Communications Manager Service Parameters = CCMSUB2, IPIVR02

D. PG1A Unified Communications Manager Service Parameters = IPCCPG1B, IPCCPG1BH PG1B Unified Communications Manager Service Parameters = IPCCPG1A, IPCCPG1AH

In a Cisco Unified Contact Center Enterprise deployment with IP IVR used for queuing, how is a call moved from the queue to the agent?

A. The ICM routing script instructs the IP IVR as the routing client to redirect the call to the agent's IP Phone via Cisco Unified Communications Manager.

B. The ICM routing script instructs the Cisco Unified Communications Manager to transfer the call out of the IP IVR to the agent's IP Phone.

C. The ICM routing script instructs the Voice Gateway to switch the call out of the IP IVR to the agent's IP Phone.

D. The ICM routing script instructs the IP IVR to set up a new call leg to the agent's IP Phone.

The Cisco Unified Contact Center Enterprise Outbound Option uses the global variable "Skill.OutboundPercent" in the Administrative Script that controls the outbound campaign. What does this variable control?

A. percent of dial list contacts to send to the Dialer at any given time

B. percent of agents in this skill group who can be used for outbound contacts

C. percent of contacts that are allowed to be abandoned by the campaign for regulatory compliance

D. percent of agents that must be available for the campaign to run

Microsoft Windows service accounts are created for the Cisco Unified ICM 8.0(x) application to run. Which statement is true?"

A. Service accounts are created in Active Directory in the Cisco Organizational Unit by the Cisco Unified ICM Domain Manager tool.

B. Service accounts are created by Cisco Unified ICM Setup in the root organizational unit.

C. Service accounts cannot be relocated from their installed directory.

D. Service accounts are created as local users on Cisco Unified ICM Servers.

In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard button for "Emergency Assist," which will find the team supervisor and bring them into the call.

Using the Agent Desk Settings above, how is the supervisor brought into the call?

A. The supervisor will get a conference call from the agent, with just the agent first, then they can join the caller, and a CTI message will be sent to the call recording system to record this call.

B. The supervisor will be joined into a conference with the agent and caller automatically, and a CTI message will be sent to the call recording system to record this call.

C. The supervisor will be joined to a conference with the caller and the agent will be dropped from the call once the supervisor is connected, and a CTI message will be sent to the call recording system to record this call.

D. The agent will have to manually consult the supervisor on their second line of the Cisco IP Phone, and a CTI message will be sent to the call recording system to record this call once the supervisor is on the line.