642-241 Online Practice Questions and Answers

A Cisco Unified Contact Center Enterprise system is designed with geographic redundancy for the central controllers (with separate call routers and loggers). At the Side A location, there are Call Router A, Logger A, and a duplex pair of

peripheral gateways (PG1A/PG1B). At the Side B location, there are Call Router B, Logger B, and a duplex pair of peripheral gateways (PG2A/PG2B). The visible network WAN between the two sites goes down while the private network is

operational.

Which of these is true?

A. The peripheral gateway pair at the Side A site (PG1A/PG1B) is unavailable.

B. The Side A call router becomes active and the peripheral gateway pair at the Side B site (PG2A/PG2B) becomes unavailable.

C. Both pairs of peripheral gateways at both sites stay active and Call Router B takes control.

D. Both pairs of peripheral gateways stay active at both sites because both call routers are still communicating through the private connection and remain functional.

How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?

A. Cisco Unified Communications Manager Silent Monitoring

B. Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop

C. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring

D. Cisco Remote Silent Monitoring (RSM) Service Monitoring

Which Cisco Unified Communications Manager feature is not supported as part of the Multi-Line ACD feature of the Cisco Unified Contact Center Enterprise 8.0(x)?

A. Join Across Lines and Direct Transfer Across Lines

B. Swap and Cancel

C. Logical Partition

D. Call Park and Pickup

During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?

A. from the call arrival to the point that the agent answers

B. from the transfer to IVR to the point that the agent hangs up

C. from the transfer to IVR to the point that the agent answers

D. from the call arrival to the point that the agent is ready

Which database table is likely to be the largest in a deployment of the Cisco Unified Contact Center Enterprise deployment with the Outbound Option?

A. Bucket_Intervals Table

B. Campaign Table

C. Dialer_Detail Table

D. Master_Script Table

E. Peripheral_Monitor Table

The Cisco Unified IP IVR and Intelligent Contact Management components of the Cisco Unified Contact Center Enterprise solution cannot perform which function?

A. reporting with Cisco Unified Intelligence Center

B. providing CTI desktop functionality for agent state control

C. providing call-routing functionality based on real-time conditions

D. instructing queue points to play specific messages to callers

E. providing conference bridge for agent and supervisor calls

Which two of these are sizing considerations for an IVR Peripheral Gateway for the Cisco Unified Contact Center Enterprise solution 7.5(x)? (Choose two.)

A. An IVR Peripheral Gateway can support up to 40 calls per second across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.

B. An IVR Peripheral Gateway can support up to 80 Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.

C. An IVR Peripheral Gateway can support up to 9,999 sessions or ports across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.

D. An IVR Peripheral Gateway can support a mix of Service Control Interface (SCI) and Call Routing Interface (CRI) across all the Peripheral Interface Managers (PIMs) co-loaded on the same MCS 7845 class server.

In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)

A. Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.

B. 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.

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. 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.

E. 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.

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

A. agents

B. IVR ports

C. PSTN gateway trunks

D. MTP resources

Which two statements are true regarding the Cisco Unified Contact Center Enterprise Release 8.0(x) Mobile Agent peripheral gateway capacity? (Choose two.)

A. Each mobile agent for a nailed-up configuration equals 1.37 local agents.

B. Each mobile agent for a nailed-up configuration equals 1.73 local agents.

C. Each mobile agent for a call-by-call configuration equals 2.2 local agents.

D. Each mobile agent for a call-by-call configuration equals 2.4 local agents.