Cisco Others 642-241

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Cisco 642-241 Exam Syllabus Topics:

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

1. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
B) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
D) the time that the agent spent talking to the caller, including any hold time during the call

2. Which two statements are Cisco Best Practices when enabling CTI Manager on a Cisco Unified Communications Manager Server? (Choose two.)

A) CTI Manager should only be enabled on call-processing subscribers.
B) CTI Manager must be enabled on the Cisco Unified CallManager publisher to allow CTI applications access to the publisher database.
C) All phones on the Cisco Unified Communications Manager cluster should be associated with CTI Manager to allow calls to be sent to the phones.
D) CTI applications should be load-balanced across all CTI Managers in a cluster.

3. DRAG DROP

4. In a Cisco Unified Contact Center Enterprise deployment in which the agents are configured to "auto answer" calls in their agent desk settings, which behavior is expected of the system?

A) As soon as the agent hangs up the phone, the next queued call will be sent to the agent regardless of any timed after call work or wrap-up code entry requirement.
B) If a timed after call work value is set for the system, the system will wait for this timer to expire before sending another call to the agent unless the agent state is changed manually to Available before the timer expires.
C) The system will wait for the agent to enter any required wrap-up code before sending the next queued call to the agent.
D) As soon as the agent hangs up the phone, the agent can change state to Not Ready to prevent being reserved for the next queued call.

5. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?

A) 3.7 kB/s
B) 7.4 kB/s
C) 8.32 kB/s
D) 6.5 kB/s

Solutions: