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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Reporting and Monitoring | - Historical and real-time reporting concepts - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design |
| UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design |
| Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design - SIP and voice gateway integration |
| Dial Plan and Call Routing Design | - Routing scripts and VXML/CVP integration concepts - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers |
| Security and Integration | - Integration with Cisco Unified Communications Manager - Security design for contact center environments - CRM and third-party system integration concepts |
| System Sizing and Capacity Planning | - High availability and redundancy design - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)
A) Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.
B) Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
C) Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.
D) Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.
E) The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
2. Which function is not provided by the Cisco Gatekeeper software in a Cisco Unified Contact Center Enterprise deployment?
A) to register H.323 endpoints and associate them with specific dialed numbers
B) to control bandwidth utilization in a Cisco Unified Contact Center Enterprise multisite centralized call-processing deployment
C) to provide CAC in a Cisco Unified Contact Center Enterprise multisite distributed call-processing deployment
D) to provide a GKTMP interface to a Cisco Unified ICM solution
3. In a Cisco Unified Contact Center Enterprise 7.5(1) design, the customer requires that its agents be able to have personal lines (DID) as well as their agent extensions. Using the Cisco Unified Communications Manager 6.1(1) partition feature, how should the following agent phone be configured?
Agent ACD linE. 4000 (DN)
Agent DID linE. 5000 (personal line)
Partition: Personal - Allow personal calls
Partition: ACDDN - Allow Cisco Unified Contact Center Enterprise calls only
A) Line 1: 4000 Partition Personal, Line 2: 4000 Partition ACDDN
B) Line 1: 5000 Partition ACDDN, Line 2: 5000 Partition Personal
C) Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal
D) Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal
4. In a Cisco Unified Contact Center Enterprise customer design, there is a remote PSTN voice gateway with a single T1 in a G.729 region. Calls will cross the WAN to reach one of 14 agents using G.729 Cisco IP phones or be queued in one of 10 available Cisco Unified IP IVR ports (configured for G.711). Which is the correct quantity and type of resource to support these calls in this configuration?
A) 10 hardware transcoders
B) 24 conference bridges
C) 24 hardware transcoders
D) 10 conference bridges
5. When using agent targeting rules in Cisco Unified Contact Center Enterprise 8.0(x), which statement is true?
A) Agent extensions can be defined as a range, without having to build each device target.
B) Agent targeting rules are not allowed with translation routes.
C) Agent labels must be created for each routing client that can route calls to an agent.
D) Agent device targets must be created for each phone that is used by an agent.
Solutions:
| Question # 1 Answer: A,E | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |





