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Cisco 642-241 Exam Syllabus Topics:

Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?

A) pre-routing
B) post-routing
C) translation routing
D) event-based routing
E) service control routing

2. A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers). If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events will occur? (Choose two.)

A) The Call Router Side A will stay active, while Call Router Side B will go idle.
B) There is no ability to make configuration changes nor write any historical data to Logger A from Call Router A.
C) Both sides will go active.
D) The system will operate as it did prior to failure.
E) The Call Router Side B will stay active, while the Call Router Side A will go idle.

3. When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?

A) when the call is routed to an agent
B) when the call terminates and data is written to the Cisco TCD table
C) when the call is first post-routed from Cisco Unified Communications Manager
D) when a call-routing script hits the first Queue to Skill Group node

4. Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?

A) Ninety percent of all calls will go directly to agents without queuing.
B) Ninety percent of all calls will queue for 30 seconds.
C) Ninety percent of all calls will be answered within 30 seconds by an agent.
D) Ninety percent of all calls will be handled by agents within 30 seconds.

5. Which failure scenario in the Cisco Unified Contact Center Enterprise solution would stop all processing and routing of contact center calls?

A) ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
B) ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.
C) ICM Logger Side A fails at the same time that ICM Logger Side B fails.
D) ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
E) ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
F) ICM Call Router Side B fails at the same time that ICM Logger Side A fails.

Solutions: