Unified Contact Center Enterprise Design (UCCED) (642-241) Free Practice Test

Question 1

Which three of these features are supported by the Cisco Unified Contact Center Enterprise Cisco Unified IP Phone Agent? (Choose three.)

A. call center statistics

B. call recording

C. Cisco Agent Desktop automated workflows

D. silent monitoring

E. Cisco Agent Desktop supervisor agent reskilling

Correct Answer: A,B,D

Question 2

Which two of the following statements are correct regarding Cisco voice gateways in the Cisco Unified Contact Center Enterprise solution? (Choose two.)

A. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 184 calls using ISDN PRI service.

B. Additional call processing is available by using MGCP Tcl scripts and additional dial peers.

C. Additional call processing is available by using H.323 Tcl scripts and additional dial peers.

D. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 192 calls using ISDN PRI service.

Correct Answer: A,C

Question 3

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

A. interactive voice response system

B. call switching to agent and Cisco Unified IP IVR

C. integrated call distribution

D. automatic call distribution

Correct Answer: B

Question 4

DRAG DROP

Correct Answer:

Explanation:
IP Voice Traffic (RTP) - 46 ICM Peripheral Gateway Low Priority Traffic - 24 ICM Peripheral Gateway High Priority Traffic - 26 Agent desktop CTI - Traffic - 10

Question 5

In the Cisco Unified Communications Manager Sizing tool, how do you address a Cisco Unified Contact Center Enterprise design with 350 concurrent mobile agents that use 400 CTI port pairs?

A. Include an average of the agent and port count as 375 agents.

B. Include only 350 as concurrent logged-in agents.

C. Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.

D. Include the 350 agents with their full BHCA, and use the CTI port section to add the additional 100 ports with a BHCA of zero.

Correct Answer: D

Question 6

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. PSTN gateway trunks

C. MTP resources

D. IVR ports

Correct Answer: B,D

Question 7

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 system will operate as it did prior to failure.

B. The Call Router Side A will stay active, while Call Router Side B will go idle.

C. There is no ability to make configuration changes nor write any historical data to Logger A from Call Router A.

D. Both sides will go active.

E. The Call Router Side B will stay active, while the Call Router Side A will go idle.

Correct Answer: B,C

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Cisco Unified Contact Center Enterprise Design (UCCED) (642-241) Free Practice Test