Unified Contact Center Enterprise Implementation(UCCEI) : 642-242 Exam
642-242 UCCEI
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
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. With the complete collection of questions and answers, Actualtests has assembled to take you through 84 Q&As to your 642-242 Exam preparation. In the 642-242 exam resources, you will cover every field and category in Others helping to ready you for your successful Cisco Certification.
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QUESTION 11
The Intelligent Network Call Routing Protocol of the Cisco Unified ICM system can
function in which two of the following implementations? (Choose two.)
A. to communicate from a parent ICM to a child or System Contact Center Enterprise
with the Gateway Peripheral Gateway
B. Cisco Unified Contact Center Hosted Edition for communications to a customer
instance (CICM servers), to send and receive route requests
C. Cisco Gatekeeper environments providing H.323 destination alias and endpoint
translation
D. interconnecting different Cisco Unified Contact Center Enterprise solutions to send
and receive route requests
E. an SS7 Service Control Point with Carrier Intelligent Networks
Answer: B,D
QUESTION 12
There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill
group. All agents are currently busy handling customer calls. All agents are also
members of both the Sales and Customer Service skill groups.Sales has 10 calls in queue,
each with a priority of 5, and two calls in queue with a priority of 4. Customer Service
has five calls in queue, each with a priority of 3. Which type of call will be delivered to
the next available agent?
A. The next available agent will receive the longest queued Customer Service call with a
priority of 5.
B. The next available agent will receive the call with the longest queued duration.
C. The next available agent will receive the Customer Service call with a priority of 3.
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D. The next available agent will receive the longest queued Sales call with a priority of 4.
E. The next available agent will receive the longest queued Customer Service call with a
priority of 3.
F. The next available agent will receive the longest queued Sales call with a priority of 5.
Answer: E
QUESTION 13
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 Agent Desktop clients display an “Offline” message.
B. CTI OS Agent Desktop clients attempt to automatically connect to another CTI OS
Server.
C. Both CTI OS Servers perform a graceful shutdown to reset CTI OS Agent Desktop
client connections.
D. CTI OS Server disconnects all active agent CTI OS desktop clients from failed server.
Answer: C
QUESTION 14
In the Cisco Unified Contact Center Enterprise solution, reason codes are available for
Cisco Agent Desktop deployments starting with the 7.1.1 release of Cisco Agent
Desktop. Reason codes are assigned to agents using which of the following tools?
A. Microsoft Windows Registry of the Cisco Agent Desktop server
B. Cisco Unified Contact Center Enterprise Web Administration Tool
C. CAD Cisco Desktop Administrator
D. Cisco Unified ICM Configuration Manager
Answer: C
QUESTION 15
In the Cisco Unified Contact Center Enterprise, a Dialed Number Plan can be created to
make it easier for agents to perform transfers. Which of the following dialed numbers are
invalid for agents to dial from the plan?
A. 3%45
B. TEC123
C. 3333
D. SALES
Answer: A
QUESTION 16
Exhibit:
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In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a
standard button for “Emergency Assist,” which will find the team supervisor and bring
them into the call.
Using the Agent Desk Settings above, how is the supervisor brought into the call?
A. The agent will have to manually consult the supervisor on their second line of the
Cisco IP Phone, and a CTI message will be sent to the call recording system to record
this call once the supervisor is on the line.
B. The supervisor will be joined into a conference with the agent and caller
automatically, and a CTI message will be sent to the call recording system to record this
call.
C. The supervisor will get a conference call from the agent, with just the agent first, then
they can join the caller, and a CTI message will be sent to the call recording system to
record this call.
D. The supervisor will be joined to a conference with the caller and the agent will be
dropped from the call once the supervisor is connected, and a CTI message will be sent to
the call recording system to record this call.
Answer: B
QUESTION 17
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. device pool
B. MAC address
C. MTP type
D. location
E. media routing domain
Answer: A,C
QUESTION 18
In a Cisco Unified Contact Center Enterprise design with a Cisco Unified
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Communications Manager cluster with three nodes: Publisher (PUB) Subscriber 1 (Sub1)
Subscriber 2 (Sub2) For 500 agents with 1:1 redundancy option, PG A and B connect to
Sub1 and Sub2 respectively. What is the proper configuration of device pools and the
Cisco Unified Communications Manager groups for redundancy?
A. Device Pool 1 (CCM Group1 – Sub1, Sub2) Device Pool 2 (CCM Group2 ?Sub1,
Sub2)
B. Device Pool 1 (CCM Group1 – Pub, Sub1) Device Pool 2 (CCM Group 2 – Pub, Sub1)
C. Device Pool 1 (CCM Group1 – Pub, Sub2) Device Pool 2 (CCM Group 2 – Pub, Sub2)
D. Device Pool 1 (CCM Group1 – Sub1, Sub2) Device Pool 2 (CCM Group2 – Sub2,
Sub1)
Answer: D
QUESTION 19
In a Cisco Unified Contact Center Enterprise deployment, the following have been
created in the Cisco Unified Communications Manager: There are two partitions: UCCE
- Contains CTI route points and agent phone DNs INTERNAL – Contains CTI ports
There are three calling search spaces: GW_CSS – Contains UCCE partition CTI_CSS -
Contains UCCE partition AG_CSS – Contains UCCE and INTERNAL partitions In this
configuration, PSTN calls to CTI route points are failing to get into the Cisco Unified IP
IVR for queuing treatment. Internal calls from agent phone to CTI route points get
queuing treatment. What needs to be changed in the Cisco Unified Communications
Manager to fix this issue?
A. It is a configuration problem in ICM as it cannot route calls to IP IVR.
B. CSS (CTI_CSS) of the CTI route points should have partition INTERNAL.
C. CSS (AG_CSS) of the agent phone should not have partition INTERNAL.
D. CSS (GW_CSS) of the Gateway should have partition INTERNAL.
Answer: D
QUESTION 20
A default label can be configured for a dialed number in the Cisco Unified ICM
Configuration Manager. This default label is used under which two circumstances?
(Choose two.)
A. It is the default and is used in all situations.
B. If a target cannot be determined within the timeout threshold of the routing client.
C. If an agent call fails due to call admission control.
D. If a RONA event occurs when attempting to deliver a call to an agent.
E. If an ICM routing script reaches an End node without having produced a target.
Answer: B,E
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