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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Security and Integration | - Integration with Cisco Unified Communications Manager - CRM and third-party system integration concepts - Security design for contact center environments |
| Topic 2: Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) |
| Topic 3: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing scripts and VXML/CVP integration concepts - Routing logic and call treatment design |
| Topic 4: UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Call routing architecture and call flow design - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| Topic 5: Reporting and Monitoring | - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design - System monitoring and troubleshooting considerations |
| Topic 6: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - High availability and redundancy design - Agent, call volume, and concurrency planning |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. How does the Cisco Unified Contact Center Enterprise Outbound Option 8.0 impact Cisco Unified Communications Manager sizing?
A) It adds additional weight for each dialer port that is equal to five normal agent users.
B) It adds additional weight for each dialer port that is equal to eight normal agent users.
C) It adds no additional weight when using the SIP Dialer Option in 8.0.
D) It adds no additional weight when using the SCCP Dialer Option in 8.0.
2. The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides three bandwidth values. How are they used?
A) The High and Medium values are added together to size the priority queue for the QoS tagging at AF31.
B) The three values are added together to get the total link that is required between the Peripheral Gateway and the call router.
C) The Medium and Low values are added together to size the priority queue for the QoS tagging at AF11.
D) The High value is used to size the priority queue for the QoS tagging at AF31.
3. Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system?
A) under no circumstances
B) when the Cisco Catalyst switch has dual power supplies
C) when QoS is enabled on both networks
D) in cases in which there is gigabit bandwidth between sites
4. You need to design Cisco Unified Communications Manager 6.1(1) for normal calls and contact center calls. The customer requirement is to have approximately 250 simultaneous MOH sessions. What is the minimum server platform that you can use?
A) standalone MOH server using a Cisco MCS 7835 or equivalent
B) standalone MOH server using a Cisco MCS 7815 or equivalent
C) standalone or co-resident MOH server using a Cisco MCS 7815 or equivalent
D) standalone or co-resident MOH server using a Cisco MCS 7835 or equivalent
5. Which two of the following statements are correct regarding Cisco voice gateways in the Cisco Unified Contact Center Enterprise solution? (Choose two.)
A) An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 192 calls using ISDN PRI service.
B) An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 184 calls using ISDN PRI service.
C) Additional call processing is available by using H.323 Tcl scripts and additional dial peers.
D) Additional call processing is available by using MGCP Tcl scripts and additional dial peers.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B,C |
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