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Cisco 642-241 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Call Routing and Dial Plan Design20%- Integration with PSTN and enterprise telephony
  • 1. Gateway and trunk design considerations
    • 2. Call treatment and routing efficiency
      - Routing logic design
      • 1. Dialed Number plans
        • 2. Call routing strategies and rules
          Topic 2: Cisco Unified Contact Center Enterprise (UCCE) Architecture20%- Deployment models
          • 1. Single-site vs multi-site deployments
            • 2. High availability design considerations
              - Core components and system architecture
              • 1. Call processing architecture overview
                • 2. Cisco Unified CCE components (CallRouter, Logger, PG)
                  Topic 3: Design Best Practices and Capacity Planning15%- Best practice design principles
                  • 1. Security and compliance considerations
                    • 2. Resiliency and failover strategies
                      - Scalability and sizing
                      • 1. Traffic modeling and capacity planning
                        • 2. High availability and redundancy design
                          Topic 4: Scripting and Call Flow Design20%- Advanced call flow design
                          • 1. Business logic implementation in scripts
                            • 2. Skill-based routing design
                              - Cisco ICM scripting fundamentals
                              • 1. Script Editor logic elements
                                • 2. Decision trees and call routing scripts
                                  Topic 5: Reporting and Monitoring10%- System monitoring
                                  • 1. Fault monitoring and diagnostics
                                    • 2. Performance tuning considerations
                                      - Historical and real-time reporting
                                      • 1. UCCE reporting tools overview
                                        • 2. Call and agent performance metrics
                                          Topic 6: Peripheral Gateway and System Integration15%- CRM and third-party integration
                                          • 1. CTI OS and Finesse integration concepts
                                            • 2. Data synchronization and event handling
                                              - PG configuration and role
                                              • 1. Peripheral communication models
                                                • 2. Agent and CTI integration

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

                                                  1. In Cisco Unified Contact Center Enterprise 7.0.x and 7.1.x, which domain-level group is used to control access to Script Editor?

                                                  A) Configuration group
                                                  B) Services group
                                                  C) Internet Script Editor group
                                                  D) Setup group


                                                  2. In the Cisco Unified Contact Center Enterprise 8.0(x) Multi-Line ACD feature, how many total lines can the CTI Desktop monitor on the Cisco Unified IP phone?

                                                  A) two: one ACD and one personal lines
                                                  B) four: two ACD and two personal lines
                                                  C) threE. one ACD and two personal lines
                                                  D) fivE. one ACD and four personal lines
                                                  E) threE. two ACD and one personal lines
                                                  F) fivE. two ACD and three personal lines
                                                  G) four: one ACD and three personal lines


                                                  3. 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) 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.
                                                  D) Treat the CTI port pairs as agents and include all configured ports in the count. Use 400 as the agent total.


                                                  4. Which of the following statements is not correct regarding QoS and prioritization for traffic in a Cisco Unified Contact Center Enterprise deployment?

                                                  A) Large packets in a slow network can cause delay that results in the loss of one or more UDP heartbeats or TCP keepalive messages.
                                                  B) QoS is only required when a customer does not have sufficient bandwidth to handle the Cisco Unified Contact Center Enterprise traffic.
                                                  C) A network that is not prioritized correctly almost always has heartbeat timeouts or heartbeat problems.


                                                  5. 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


                                                  Solutions:

                                                  Question # 1
                                                  Answer: A
                                                  Question # 2
                                                  Answer: G
                                                  Question # 3
                                                  Answer: C
                                                  Question # 4
                                                  Answer: B
                                                  Question # 5
                                                  Answer: B,C

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