Cisco 642-241 Actual PDF : Unified Contact Center Enterprise Design (UCCED)

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Cisco 642-241 Exam Syllabus Topics:

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

1. Which one of the following types of traffic from the PG to the central controller is considered high priority in the Cisco Unified Contact Center Enterprise solution?

A) skill group data
B) Real-Time Monitoring
C) routing and DMP control traffic
D) configuration requests

2. What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?

A) integrated call distribution
B) interactive voice response system
C) automatic call distribution
D) call switching to agent and Cisco Unified IP IVR

3. During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port engaged?

A) from the call arrival to the point that the agent hangs up
B) from the call arrival to the point that the agent is ready
C) from the call arrival to the point that the agent answers
D) from the transfer to IVR to the point that the agent hangs up

4. Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A) IVR ports
B) agents
C) MTP resources
D) PSTN gateway trunks

5. The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?

A) Cisco Unified Communications Manager Real-Time Monitoring Tool
B) Cisco Unified Contact Center Enterprise Support Tools
C) Cisco Unified ICM CLI
D) direct URL that is typed into an Internet browser
E) Web-based portico interface

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