Pass4sure 642-242 UCCEI 2.95
Unified Contact Center Enterprise Implementation
Exam Number: 642-242
Duration: 90 minutes 65-75 questions
Available Languages: English
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Exam Description Exam Topics
Exam Description
The 642-242 UCCEI Unified Contact Center Enterprise Implementation exam assesses candidate’s deployment knowledge for Cisco Unified Contact Center Enterprise solutions. Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network.
Exam Topics
The following topics are general guidelines for the content likely to be included on the Remote Access exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
Describe how the various UCCE components are integrated
Describe call flow
Describe call flow states (initial prompt and collect or self-service, queue, talking)
Identify the protocols used to interconnect each of the components
Describe how incoming calls are routed around failed components
Describe the impact on existing calls when a component or interface fails
Describe the impact of a process or network failure on agent states
Describe the considerations for upgrading one or more components of the UCCE
Describe the impact on reporting when a component or interface fails
Install ICM Components for UCCE
Describe the dependency on OS networking components (AD, Domain Controllers and FSMO roles, DNS, SNMP)
Describe the relationship of the AD containers for ICM Describe the required OS configurations (drive partitions, NIC settings, IP addressing, DNS settings, static routes)
Describe the required database configurations (SQL Server, authentication mode, binary sort order, database and log file sizing)
Describe the role of the Domain Manager tool (instance)
Describe the recommended order of installation for ICM software components
Describe the steps used to install a new PG
Describe the steps used to install a new Central Controller
Describe the steps used to install a new AW
Describe the steps used to install a new CTI Server (CAD and CTI OS)
Describe the steps used to validate network & ICM interprocess communications
Configure IP IVR for integration with UCCE
Describe the process used to configure LDAP
Describe the process used to configure media group
Describe the process used to configure JTAPI subsystem
Describe the process used to configure ICM subsystem
Describe the process used to configure database, email, and ASR and TTS subsystems
Describe the process used to configure an application subsystem
Describe the process used to configure an ICM post-routing script
Describe call routing best practices (redirects under ICM control)
Configure CallManager for UCCE
Describe the process used to configure and associate ICM JTAPI users (phones and CTI route points)
Describe Cisco IP Phone configurations specific to UCCE agents
Describe the steps used to configure CAC & AAR
Describe the steps used to configure a dial plan (patterns, filters, lists, and groups)
Describe the steps used to configure Calling Search Space/Partition, codec, conferences, & MTP
Describe the steps used to configure extension mobility
Describe the steps used to configure CallManager groups & device pools
Configure Unified ICM for UCCE
Describe the steps used to configure the CallManager PG (peripheral, skill groups, services, dialed number plan)
Describe the steps used to configure the VRU PG (network VRU, peripheral, network trunk groups, routes, network VRU scripts, VRU types)
Describe the steps used to configure the agents and supervisors (agent teams, agent desk settings, device targets, persons, agent skill members)
Describe the steps used to configure dialed numbers (call types, labels, customer instance, translation routes, agent target rules)
Describe the steps used to configure CTI OS (reason/wrapup codes, supervisor assisted scripts, VoIP monitor)
Describe the steps used to configure CAD (enterprise data, VoIP monitor, dial strings, reason/wrapup codes, workflows, teams, IPPA)
Describe the steps used to configure outbound option (dialers, campaigns, query/import rules, do not call list, admin script, agent selection script, ECC variables, MR PG)
Describe the purpose of the available configuration tools
Create Scripts for UCCE
Describe the impact scripting has on reporting
Describe the purpose of an Admin script
Describe the steps used to create a call routing script
Describe the steps used to create a RNA script
Describe the steps used to create supervisor assist script
Describe the steps used to create emergency assist script
Describe the steps used to create IP IVR integrated scripts (prompt and collect, queuing, expected wait time)
Describe the steps used to create CVP integrated scripts using MicroApp (prompt and collect, queuing)
Describe the steps used to create CVP integrated scripts using VoiceXML Server (prompt and collect, queuing)
Describe the purpose of the call type manager (script scheduler)
Identify the tools available in script editor (script monitor, real-time data view, queue requalify, call tracer, importing/exporting, script explorer)
Describe the steps used to route and queue calls directly to individual agents
Describe how prioritization works for calls in queue
Describe how default routing is configured (when and why it occurs)
Describe the various ways routing scripts can access external databases
Question: 1
The Cisco Unified Contact Center Enterprise can queue calls at different queue priorities.
In this sample script, at what priority will the call be queued? A. Three (3) ?As set in the Queue Priority node.
B. Five (5) ?The default for the Queue to Skill Group node, unless it was set otherwise.
C. None, as queue priority only is used when more than one skill group is used in the Queue to
Skill.
D. It depends, as each call hitting the script will reset the priority for all calls when the Queue
Priority node is executed.
Answer: B Question: 2
When configuring a Cisco Unified Communications Manager dial plan to allow for dialing 911 or placing other emergency calls, where should Urgent Priority be checked off in?
A. route pattern
B. route list
C. route group
D. calling search space
Answer: A Question: 3
TK
Exam Name: Unified Contact Center Enterprise Implementation(UCCEI)
Exam Type CISCO
Exam Code: 642-242 Total Questions: 84
When setting up the Cisco Unified IP IVR 4.1(x) to communicate with Cisco Unified
Communications Manager, how do you configure the IP IVR to communicate with more than one
Cisco Unified Communications Manager server in the cluster?
A. On the JTAPI Provider Configuration web page, there are two fields to input the IP addresses
or host names of the Cisco Unified Communications Manager servers.
B. On the JTAPI Provider Configuration web page, you can enter only one Cisco Unified
Communications Manager server for the JTAPI provider.
C. On the JTAPI Provider Configuration web page, list the IP addresses or host names of the
Cisco Unified Communications Manager servers separated by a comma.
D. On the JTAPI Provider Configuration web page, enter the IP address or host name of the publisher and when you synchronize the configuration, the IP IVR will automatically configure the available Cisco Unified Communications Manager servers.
Answer: C Question: 4
In the Cisco Unified Contact Center Enterprise solution, how are CTI route points and CTI ports created in the Unified IP IVR 4.0(x)?
A. CTI route points and CTI ports are created and associated to the IP IVR user in Cisco Unified
Communications Manager Administration prior to configuring the CTI route points in the IP IVR
in the CRS Administration menu.
B. CTI route points and CTI ports are created from the CRS Administration menu. The CRS Administration will automatically create and associate the CTI route points and CTI ports in Unified Communications Manager.
C. CTI route points and CTI ports are created from the CRS Administration first and then the CTI
route points and CTI ports are associated to the correct user using Unified Communications
Manager Administration manually.
D. CTI route points and CTI ports can either be created from the CRS Administration menu or from the Cisco Unified Communications Manager Administration as long as the CTI route points and CTI ports are associated to the correct IP IVR user profile.
Answer: B Question: 5
In a Cisco Unified ICM routing script, what is the best way to assign a sales call a higher priority
in the system?
A. At the beginning of the Sales routing script, use the Queue Priority node to set the priority of all calls hitting that script to 1.
B. In the Queue to Skill Group node, set the call priority to 1 for any Sales skill group queue nodes.
C. In the Queue to Skill Group node, set the call priority to 10 for any Sales skill group queue
nodes.
D. Use a Queue Priority node for support and other non-sales calls with priority 1.
Answer: B Question: 6
Media termination points in Cisco Unified Communications Manager provide media services such as call hold and call transfer for a call routed to an H.323 endpoint. To configure an MTP
resource, which two items must be configured? (Choose two.)
A. MTP type
TK
Exam Name: Unified Contact Center Enterprise Implementation(UCCEI)
Exam Type CISCO
Exam Code: 642-242 Total Questions: 84
B. MAC address
C. media routing domain
D. device pool
E. location
Answer: A, D Question: 7
In the Cisco Unified Contact Center Enterprise solution, the same object is configured in multiple components.
Choose the correct set of matching terms that fill in the missing object names in each component.
A. 1 = CTI route point
2 = JTAPI call control group
3 = DNIS (temporary label) B. 1 = CTI route point
2 = Dialog control group
3 = DNIS (temporary label) C. 1 = CTI port
2 = JTAPI call control group
3 = CTI route point
D. 1 = CTI route point
2 = JTAPI call control group
3 = None
Answer: A Question: 8
In the Cisco Unified Contact Center Enterprise solution, when a CTI Server on a Peripheral
Gateway fails, which of the following will not occur?
A. CTI OS Server disconnects all active agent CTI OS desktop clients from failed server.
B. CTI OS Agent Desktop clients attempt to automatically connect to another CTI OS Server. C. CTI OS Agent Desktop clients display an “Offline” message.
D. Both CTI OS Servers perform a graceful shutdown to reset CTI OS Agent Desktop client connections.
Answer: D Question: 9
In the Cisco Unified Communications Manager 4.1(x), what is the first step to create a new CTI
route point to be associated with a JTAPI user?
A. Create the CTI route point device and assign a directory number.
B. Using device association, map the CTI route point directory number to the JTAPI user.
TK
Exam Name: Unified Contact Center Enterprise Implementation(UCCEI)
Exam Type CISCO
Exam Code: 642-242 Total Questions: 84
C. Create a calling search space that includes the JTAPI user and CTI route point directory
number.
D. Create a new directory number and associate it to the JTAPI user.
Answer: A Question: 10
A Cisco Unified Contact Center Enterprise routing script can send calls directly to a pre-defined label or extension on a Cisco Unified Communications Manager IP Phone. What is the impact of
that sort of routing on the system?
A. The Cisco Unified Contact Center Enterprise solution will automatically take the call back based on the ring-no-answer settings for the agent group associated with the call if no one answers within the timeout parameter.
B. The Cisco Unified Contact Center Enterprise solution cannot send calls outside the defined range of agent extensions / device targets in the system.
C. The Cisco Unified Contact Center Enterprise solution loses track of the call and reports it as
“transferred out”.
D. The Cisco Unified Contact Center Enterprise solution does not lose track of the call if the call is transferred to a monitored or agent extension / device target in the system.
Answer: C Question: 11
In the Cisco Unified Contact Center Enterprise solution, if the Cisco Unified Communications
Manager subscriber for the Cisco voice gateway is down, how will incoming calls be treated?
A. The call will get a “fast busy” and be terminated by the gateway.
B. The voice gateway will reroute the call to a secondary CTI route point.
C. The voice gateway will use the alternative/backup subscriber in the cluster for call control. D. The voice gateway will route around the subscriber to an IP IVR port.
Answer: C Question: 12
What is the correct order of steps to install a new Cisco Unified IP Phone for a Unified Contact
Center Enterprise agent in Unified Communications Manager 5.x?
A. add device and device type, select model, enter the MAC address, and assign to device pool
B. add peripheral and peripheral type, select model, and assign to device pool C. add phone, select model, enter the MAC address, and assign to device pool D. add agent, select model, enter the MAC address, and assign to device pool
Answer: A Question: 13
Which of the following is not recommended to reside on the C: drive partition of any Cisco Unified
ICM Server?
A. Microsoft SQL Server log files
B. Core Unified ICM software
C. Microsoft SQL Server
D. Unified ICM Historical Data Server Database
Answer: D
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Exam Number/Code: 642-242
Exam Name: Unified Contact Center Enterprise Implementation(UCCEI)
“Unified Contact Center Enterprise Implementation(UCCEI)”, also known as 642-242 exam, is a Cisco certification.
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