642-243 Online Practice Questions and Answers
Drag and drop the Cisco Unified Communications Manager tool on the left to its function on the right.
Select and Place:
Select and Place:
Drag and drop the Cisco Unified ICM Support Utility on the left to its function on the right.
Select and Place:
Select and Place:
In a Cisco Unified Contact Center Enterprise system, a new agent and phone have been added to the system; however, the agent is unable to log in to the system.
The agent is using the same type of phone and and has the same CTI OS desktop setup as other agents who are able to log in without issue.
What are two possible causes for this issue?(Choose two.)
A. The incorrect CTIOS Server IP and Port are configured on the new agent's CTI desktop.
B. The new phone used by the agent is not associated with IVRJtapiUser.
C. A new Device Target needs to be added for the phone in the Config (for example, /devtype ipphone / DN 12345).
D. The phone has call forwarding and call waiting enabled.
E. The new phone used by the agent is not associated with PGJtapiUser.
Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor provides a "Monitor Mode" that is useful in understanding how calls are being handled in real time. Given the screen capture, which two states describe the calls handled by this Call Routing Script? (Choose two.)
A. Thirty calls are currently in queue for the "Gold" Skill Group.
B. Three calls failed the Queue to Skill Group Node because no "Gold" agents were logged in.
C. Agents in the "Gold" Skill Group were immediately available for 20 calls.
D. Four calls remained in queue on the Cisco Unified IP IVR waiting for available agents and heard the prompts played by the "qmsg" script.
E. "CCM1_1" is the Media Routing Domain of the "Gold" Skill Group.
Refer to the exhibit. In a Cisco Unified Contact Center Enterprise call flow, the Cisco Unified IP IVR application is used to queue calls during business hours, or plays the system generated "goodbye" prompt. In testing this call flow, all callers are hearing the "goodbye" prompt, even during business hours. In order to correct this error, which Cisco Unified IP IVR step needs to be moved in the flow shown in the exhibit?
A. Get Enterprise Call Info step
B. If step
C. Play Prompt ("goodbye") step
D. Play Prompt ("ICMStayOnline") step
E. Label ("PlayPrompt:") step
Refer to the exhibit. Calls in a Cisco Unified Contact Center Enterprise system are failing when the system attempts to queue the calls on the Cisco Unified IP IVR. A VRUCAP file was captured from the failed call. Based on this log file, what are the possible causes for the call failing?
A. The DNIS 9091 is not configured as a JTAPI Application for the Cisco Unified IP IVR.
B. The GED-125 Service Control Interface does not support Subtype 7 as part of a routing dialog.
C. The IP-IVR Script "NoAgents.aef" does not exist.
D. The Cisco Unified IP IVR Script "NoAgents.aef" is missing an "Accept Contact" step in the workflow.
E. The Cisco Unified IP IVR ICM Service is out of service and needs to be restarted.
Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, the Cisco Unified ICM Routing Script and related Cisco Unified IP IVR Application shown in the exhibit are causing calls to drop while in queue at the Cisco Unified IP IVR. What is the best option to correct this problem?
A. Add another "Run External Script" Node and connect the Success Path from Node 5 (five) to this new Node to allow calls to queue for an additional 180 seconds.
B. Increase the maximum steps for a Cisco Unified IP IVR Script in the IP-IVR/CRS Server AppAdmin > System Parameters.
C. Replace Node 6 (six) with a "Release Call" node which will transfer control of the queued call to the Cisco Unified IP IVR.
D. Use a Line Segment to connect the Success Path from Node 5 (five) to the "Queue to Skill Group" Node 4 (four).
E. Add additional Prompts in the Cisco Unified IP IVR BasicQ.aef script to play music, which will allow the script to play music for longer than 180 seconds.
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. Given the highlighted error message in the Cisco Unified ICM Call Router Log Viewer, what is the most appropriate configuration change to make to avoid the error?
A. Create a Device Target and Label for the Dialed Number (CTI Route Point).
B. Configure a default Label for the Dialed Number or update Cisco Unified ICM Routing Scripts to avoid "End" Nodes without Labels.
C. Use a Divert Node in the Cisco Unified ICM Routing Script for that Dialed Number.
D. Associate the Cisco Unified Communications Manager CTI Route Point for the Dialed Number to the JTAPI User.
In a Cisco Unified Contact Center Enterprise deployment, which three traces would you apply for a Cisco Unified Communications Manager PIM in the Cisco Unified ICM PROCMON tool? (Choose three.)
A. trace *low* /on
B. trace csta* /on
C. trace *event /on
D. trace closedcalls /on
E. trace precall /on
F. trace routing /on