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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features & Special Design Considerations | 15% | - Security and network infrastructure - Mobile Agent and Remote Agent design - Outbound Option and SIP Dialer - Virtualization and consolidated design |
| Topic 2: Cisco Unified Communications Manager Integration | 19% | - CTI Manager and device integration - CUCM design considerations for UCCE - Cluster over WAN and redundancy |
| Topic 3: Call Flow & Routing Design | 22% | - Scripting and routing logic - Courtesy Callback and queuing - Inbound call flow design - Integration with CVP and gateways |
| Topic 4: Design Methodology & Requirements Gathering | 11% | - Analyze business and technical requirements - Define design constraints and assumptions |
| Topic 5: Post-Deployment & Sizing Tools | 10% | - Validation and documentation - Cisco UCCE Sizing Tool usage |
| Topic 6: UCCE Architecture & Component Design | 23% | - High availability and redundancy - Sizing and capacity planning - Router, Logger, PG, VRU, and HDS design - Deployment models: PCCE, UCCE, Hosted |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Which two of these are not parts of the Cisco Unified Communications Manager Release 6.1(1) device pool configuration? (Choose two.)
- A. Media Resource Group List
- B. SIP trunk
- C. region
- D. SRST reference
- E. primary Cisco Unified Communications Manager group
Correct Answer: B,E 🗳️
In the Cisco Unified Contact Center Enterprise solution, which two agent CTI desktop options support Transport Layer Security? (Choose two.)
- A. Cisco Agent Desktop
- B. CTI OS Agent Desktop using .NET CIL
- C. CTI OS Agent Desktop using C++ CIL
- D. CTI OS Agent Desktop using Java CIL
Correct Answer: A,C 🗳️
What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?
- A. call switching to agent and Cisco Unified IP IVR
- B. interactive voice response system
- C. integrated call distribution
- D. automatic call distribution
Correct Answer: A 🗳️
When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?
- A. Cisco Agent Desktop lets you transfer calls by using a dial pad.
- B. Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
- C. Cisco Agent Desktop lets you view agent and team statistics from the desktop.
- D. Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
Correct Answer: D 🗳️
When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is true?
- A. The SIP Dialer engages the agent peripheral gateway for each outbound call.
- B. The SIP Dialer uses Cisco Unified Communications Manager routing and dial plans for outbound call routing.
- C. The SIP Dialer scales to 60 calls per second per dialer.
- D. The SIP Dialer requires two MR PIMs for duplex SIP dialers.
Correct Answer: C 🗳️
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