Online Access Free 642-241 Exam Questions

How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/Child model with calls queued at the parent?

• A.in the parent Cisco Unified ICM system, using Agent Level Detail data
• B.in the parent Cisco Unified ICM system, using skill group data
• C.in the child Cisco Unified Contact Center Enterprise system, using services data
• D.in the child Cisco Unified Contact Center Enterprise system, using call type data

When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve the availability of the solution? (Choose three.)

• A.Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
• B.Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available ports or peripheral status.
• C.Use default scripts in the Cisco Unified IP IVR.
• D.Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR.
• E.Use the Cisco Unified IP IVR high-availability option.
• F.Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster.

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.MTP resources
• C.IVR ports
• D.PSTN gateway trunks

In a single-site deployment model for Cisco Unified Contact Center Enterprise, which statement is true?

• A.The Cisco Unified Communications Manager cluster can be split between two data center locations.
• B.The Cisco Unified IP IVR must be deployed with the G.279 codec for local voice quality.
• C.The Cisco Voice Gateways can be distributed at multiple locations.
• D.The Cisco Unified Contact Center Enterprise agents are colocated at the same site as the data center components.

Which two configuration tasks are necessary in Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.)

• A.configure agent IP phone, supervisor IP phone, and CTI route points
• B.configure the agent, supervisor, and CTI user accounts
• C.configure device associations of agent phones and CTI devices with the peripheral gateway user
• D.configure Cisco Unified IP IVR translation routes
• E.configure the agent ID, supervisor ID, and system administrator password
• F.configure agent targeting rules for agent IP phone dialed numbers