CertifyMe Number: 642-241 Passing Score: 800 Time Limit: 120 min File Version: 9.6 http://www.gratisexam.com/ CertifyMe 642-241
Exam A QUESTION 1 In a Cisco Unified Contact Center Enterprise design, the customer requires that agents are able to make personal outbound calls from their Cisco IP phone, but they do not want to allow the agent to use their ACD line for these calls. How would this requirement be addressed given the following: Agent ACD Line: 1000 (DN) Allow PSTN calling search space: Allows outbound calls to PSTN. Block PSTN calling search space: Blocks outbound calls to PSTN. A. add second line on IP phone with DN 1000, but in different partition, allow PSTN calling search space B. add second line on IP phone with DN 1000, but in same partition, block PSTN calling search space C. add second line on IP phone with DN 2000, but in different partition, allow PSTN calling search space D. add second line on IP phone with DN 2000, but in same partition, block PSTN calling search space /Reference: QUESTION 2 Which of the following Cisco Unified Customer Voice Portal call-flow models does not require a Cisco IOSbased VoiceXML Gateway? A. Standalone Self-Service B. Cisco Unified Customer Voice Portal Call Control C. Cisco Unified Customer Voice Portal Call Control with Queue and Collect D. Cisco Unified Customer Voice Portal Call Control with Queue and Self-Service E. Cisco Unified Contact Center Enterprise Network Interface Controller-based Call Control with Cisco Unified Customer Voice Portal Queue, Collect, and Self-Service /Reference: QUESTION 3 Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution? A. AXL B. SIP C. H.323 D. JTAPI E. SOAP Correct Answer: D /Reference:
QUESTION 4 When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR to queue the call using a translation route to VRU, what label is sent to the routing client? A. Cisco Unified Contact Center Enterprise Busy label B. Cisco Unified IP IVR CTI port C. Cisco Unified Communications Manager MTP D. Cisco Unified Communications Manager CTI route point Correct Answer: D /Reference: QUESTION 5 Which of the following configurations are supported with the Cisco Unified Contact Center Enterprise solution? A. Cisco Agent Desktop with Communications Manager Attendant Console B. Cisco Agent Desktop without Communications Manager Attendant Console C. Cisco CTI Object Server Agent Desktop with Communications Manager Attendant Console D. Cisco Siebel Driver/CRM Desktop with Communications Manager Attendant Console /Reference: QUESTION 6 Which of these functions is not a function of the Cisco Unified Contact Center Enterprise solution? A. reporting with WebView B. CTI desktop functionality for agent state control C. call-routing functionality based on real-time conditions D. instructing queue points to play specific messages to callers E. accepting media streams and acting as a conference bridge http://www.gratisexam.com/ Correct Answer: E /Reference:
QUESTION 7 Which two of the following are not parts of the Cisco Unified Communications Manager device pool configuration? (Choose two.) A. primary Cisco Unified Communications Manager group B. SRST reference C. region D. location E. Media Resource Group List Correct Answer: AD /Reference: QUESTION 8 Which two configuration tasks are necessary in the Cisco Unified Communications Manager for the Cisco Unified Contact Center Enterprise solution? (Choose two.) A. configure agent IP phone, supervisor IP phone, and CTI route points B. configure agent ID, supervisor ID, and system administrator password C. configure agent, supervisor, and CTI user accounts D. configure scripts for call routing E. configure call routing to agents F. configure device associations of agent phones and CTI devices with the PG user Correct Answer: AF /Reference: QUESTION 9 Which type of user access is not controlled by Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise? A. agent login B. supervisor login C. WebView user login D. service account login Correct Answer: A /Reference: QUESTION 10 When sizing the Cisco Unified Communications Manager cluster in a Cisco Unified Contact Center Enterprise
solution with the Cisco Unified IP IVR, which factor must be taken into account? A. the number of dialed numbers configured in the Cisco Unified Contact Center Enterprise Call Router B. the maximum number of concurrent calls in progress in the Cisco Unified IP IVR, serviced by CTI ports C. the number of Run VRU script nodes executed by the Cisco Unified Contact Center Enterprise routing script once the call is terminated in the Cisco Unified IP IVR D. the total number of CTI route points, CTI ports, and BHCAs associated with the Cisco Unified IP IVR E. the maximum number of concurrent agents in the Cisco Unified Contact Center Enterprise system Correct Answer: D /Reference: QUESTION 11 Which interface in the Cisco Unified Contact Center Enterprise solution is supported over a firewall with NAT deployed? A. Cisco Unified Contact Center Enterprise CTI OS Desktop and CTI OS for silent monitoring B. DMP between the Peripheral Gateway and Cisco Unified Contact Center Enterprise Call Routers C. Cisco TAPI QBE between the Peripheral Gateway and Cisco Unified Communications Manager cluster D. MDS or private network path between Cisco Unified Contact Center Enterprise Call Router pair (side A and side B) /Reference: QUESTION 12 When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.) A. Log in to Extension Mobility and Cisco Agent Desktop at the same time. B. Log out of Extension Mobility followed by Cisco Agent Desktop. C. Log in to Extension Mobility followed by Cisco Agent Desktop. D. Log out of Cisco Agent Desktop followed by Extension Mobility. E. Log in to Cisco Agent Desktop followed by Extension Mobility. F. Log out of Extension Mobility and Cisco Agent Desktop at the same time. D /Reference: QUESTION 13 Which statement best describes the functions that the Cisco Unified Customer Voice Portal performs? A. IP Call Control and queuing platform behind legacy or TDM ACD environments
B. IVR and queuing treatment for Cisco Unified Contact Center Express deployments C. IP soft switch for integrating service provider networks to Cisco Unified Contact Center Enterprise solutions D. IP Call Control and IVR application creation or execution, which can be deployed in many different call scenarios both with and without contact center Correct Answer: D /Reference: QUESTION 14 Cisco Voice Gateways can provide services beyond just DSP. How are these services provided? A. using external servers and gateways to support additional functions B. integrated into subroutines stored in flash RAM on the gateway C. integrated into Cisco IOS core on the gateway D. written in Tcl scripts on the gateway to provide supplemental services /Reference: QUESTION 15 Which feature of Cisco Unified Contact Center Enterprise is not supported when deployed using the System CCE deployment model introduced in Cisco Unified Contact Center Enterprise 7.0? A. Cisco Unified Contact Center Enterprise dynamic re-skilling of agents on the System PG B. Cisco Unified Customer Voice Portal for queuing on the System PG C. Cisco Unified IP IVR for queuing on the System PG D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop on the System PG E. Cisco Unified Contact Center Enterprise Mobile Agent on the System PG /Reference: QUESTION 16 When using the Cisco Unified IP IVR in a Cisco Unified Contact Center Enterprise solution, what are three best practices to improve availability of the solution? (Choose three.) A. Add multiple duplex or redundant Cisco Unified IP IVRs to create a Cisco Unified IP IVR cluster. B. Use the Cisco Unified IP IVR high-availability option. C. Use the Cisco Unified Communications Manager call forwarding features on CTI route points and devices associated with the Cisco Unified IP IVR. D. Use Cisco Unified Contact Center Enterprise scripting to control call delivery to Cisco Unified IP IVRs based on available trunks or peripheral status. E. Use default labels in the Cisco Unified Contact Center Enterprise routing scripts.
F. Use default scripts in the Cisco Unified IP IVR. DF /Reference: QUESTION 17 Which two of the following statements are correct regarding Cisco voice gateways in the Cisco Unified Contact Center Enterprise solution? (Choose two.) A. Additional call processing is available by using H.323 Tcl scripts and additional dial peers. B. Additional call processing is available by using MGCP Tcl scripts and additional dial peers. C. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 184 calls using ISDN PRI service. D. An eight-port T1 card fails in a Catalyst 6500 chassis, which could impact 192 calls using ISDN PRI service. Correct Answer: AC /Reference: QUESTION 18 Which agent-initiated transfer method is not supported by the Cisco Unified Contact Center Enterprise solution with either Cisco Unified Customer Voice Portal nor Cisco Unified IP IVR? A. Blind Transfer B. Warm Transfer C. Hook Flash Transfer D. Carrier Services - Two B-Channel Transfer E. Carrier Services - Transfer Connect or Take Back and Transfer /Reference: QUESTION 19 What is the codec requirement when using Cisco Unified Mobile Agent in Cisco Unified Contact Center Enterprise 7.1.x? A. The CTI ports used to place calls to the agent (remote CTI ports) can use any mix codecs (G.711/G.729), depending on the agent location. B. The CTI ports used to route new inbound calls to the the agent (local CTI ports) can use any mix codecs (G.711/G.729), depending on the location of the ingress Cisco Voice Gateway. C. The CTI ports used for both placing calls to the agents (remote CTI ports) and for handling new inbound calls (local CTI ports) can use any mix of codecs (G.711/G.729), provided that the correct transcoding resources are engaged to match the regions correctly. D. The CTI ports used for both placing calls to the agents (remote CTI ports) and for handling new inbound calls (local CTI ports) must all be the same codec (G.711 or G.729).
Correct Answer: D /Reference: QUESTION 20 The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms? A. pre-routing B. post-routing C. translation routing D. event-based routing E. service control routing /Reference: QUESTION 21 Which three features or functionalities does the Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.) A. call routing from PSTN gateway to agents B. CTI data on Cisco Agent Desktop screen pop C. call routing from PSTN gateway to voice response systems D. agent, supervisor, and team configuration E. Extension Mobility for agents F. hunt groups and pickup groups for Cisco Unified Contact Center Enterprise Correct Answer: ACE /Reference: QUESTION 22 How is service-level information obtained in a Cisco Unified Contact Center Enterprise parent/child model with calls queued at the parent in Cisco Unified Customer Voice Portal? A. in the parent Cisco Unified ICM system, using services data B. in the parent Cisco Unified ICM system, using skill group data C. in the child Cisco Unified Contact Center Enterprise System, using call type data D. in the child Cisco Unified Contact Center Enterprise System, using services data Correct Answer: A
/Reference: QUESTION 23 What is the primary advantage of agent targeting rules in a Cisco Unified Contact Center Enterprise configuration? A. to eliminate the configuration of agent device target labels B. to simplify the Cisco Unified Contact Center Enterprise scripting environment C. to enhance Cisco Unified Contact Center Enterprise agent reporting D. to allow agents to log into remote devices Correct Answer: A /Reference: QUESTION 24 Why are call types important in the Cisco Unified Contact Center Enterprise system? A. They replace skill group data for a call. B. They allow the system to track a call across multiple peripherals. C. They allow CTI screen-pop data to be sent to agents with the call. D. They are required to translation-route the call to the Cisco Unified IP IVR or Cisco Unified Customer Voice Portal. /Reference: QUESTION 25 In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if inbound call volumes increase? A. Agent capacity on the Peripheral Gateways are decreased. B. Agent capacity on the Cisco Unified Communications Manager subscriber in the cluster are decreased. C. Agent capacity on the Cisco Unified Contact Center Enterprise Call Routers are decreased. D. Agent reporting capacity in WebView is decreased. /Reference: QUESTION 26 Which of the following processes on a Cisco Unified ICM Logger works over the private network to maintain database synchronization? A. LGR
B. RCV C. RPL D. CSFS E. RTR F. OPC /Reference: QUESTION 27 What is the recommended way to configure redundant Cisco Unified Communications Manager subscribers for Cisco IP phone registration in a single cluster for the Cisco Unified Contact Center Enterprise solution? A. add a redundant device pool to the Cisco Unified CallManager Group configuration B. add a second TFTP server to the cluster C. add an additional Cisco Unified Communications Manager subscriber to the Cisco Unified Communications Manager Group defined in Device pool of the Cisco IP Phone D. use an SRST reference in the device pool /Reference: QUESTION 28 What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution? A. automatic call distribution B. integrated call distribution C. interactive voice response system D. call switching to agent and Cisco Unified IP IVR Correct Answer: D /Reference: QUESTION 29 Which three of these conditions are reasons to incorporate a Cisco Unified Customer Voice Portal VoiceXML Server into the solution? (Choose three.) A. if Automatic Speech Recognition is required B. if back-end server or host system access is required using a nonstandard mechanism C. if a Cisco Unified Contact Center Enterprise routing script passes data to a Cisco Unified Customer Voice Portal VoiceXML script and receives data in return when the script terminates D. if data collected in a Cisco Unified Contact Center Enterprise routing script is stored in the Cisco Unified
Customer Voice Portal 4.0 reporting server database without having to invoke a Cisco Unified Customer Voice Portal VoiceXML Server application E. if development of a library of custom script elements that can be used repeatedly in Cisco Unified Customer Voice Portal VoiceXML Server applications is required F. if the capabilities of the Cisco Unified Customer Voice Portal VoiceXML Server need to be extended in order to play numeric, time, date, or currency data using high-quality recorded voice in languages which are not supported out of the box EF /Reference: QUESTION 30 In the Cisco Unified Customer Voice Portal branch model deployment using a centralized Cisco Unified CVP VoiceXML server, over which three communication paths may the VoiceXML documents be transmitted? (Choose three.) A. between the Cisco Unified Customer Voice Portal Call Server and the VoiceXML Gateway B. between the Cisco Unified Customer Voice Portal Call Server and the Cisco Unified CVP VoiceXML Server C. between the VoiceXML Gateway and the Cisco Unified Customer Voice Portal VoiceXML Server D. between the VoiceXML Gateway and the media server E. between the Cisco Unified Customer Voice Portal Call Server and the media server F. between the VoiceXML Gateway and the ASR server Correct Answer: ACD /Reference: QUESTION 31 How does Cisco Unified Contact Center Enterprise provide security to the system? A. Microsoft Windows Active Directory is used to control access to the system. B. Microsoft SQL Server accounts and logins for all users are used to control access to the system. C. Cisco Synchronization Service is used to control access to the system. D. Administrator accounts for the system are encrypted and kept in the Cisco Unified Contact Center Enterprise database to control access to the system. Correct Answer: A /Reference: QUESTION 32 Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.) A. number of and type of remote administrative workstations
B. number of dialed numbers in the Cisco Unified Contact Center Enterprise configured for remote Cisco Voice Gateways C. size and number of Cisco Unified Contact Center ECC variables passed to remote CTI OS agent desktops for screen pop D. number and type of configured Cisco Unified Contact Center Enterprise agents Correct Answer: AC /Reference: QUESTION 33 When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what is the caller experience? A. The caller hears a standard system error greeting and the call is terminated. B. The caller hears queue music and is sent to the default queue for that call type. C. The caller hears ringing at the agent and then whatever treatment is in the Ring No Answer script. D. The caller is automatically transferred to the next agent without any indication. /Reference: QUESTION 34 When using redundant Cisco Unified IP IVR systems for queuing in the Cisco Unified Contact Center Enterprise solution, which of these statements must be true? A. The pair of Cisco Unified IP IVRs must be deployed using the Cisco Unified IP IVR high-availability option. B. Each Cisco Unified IP IVR must be pointed to a different subscriber in the Cisco Unified Communications Manager cluster. C. Both Cisco Unified IP IVRs must use the same resource manager JTAPI and CRS JTAPI users when connecting to the Cisco Unified Communications Manager cluster. D. The private network between the duplex Cisco Unified IP IVRs must have QoS applied for both Layer 2 and Layer 3 markings. /Reference: QUESTION 35 In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines? A. 1 - Primary Distributor AW, 1 - Secondary Distributor AW B. 1 - Primary Distributor AW, 1 - Client AW
C. 1 - Secondary Distributor AW, 1 - Client AW D. 2 - Client AWs E. 2 - Secondary Distributor AWs F. 1 - Primary Client AW, 1 - Secondary Client AW Correct Answer: A /Reference: QUESTION 36 In order to properly determine how many Cisco Voice Gateways are needed in a Cisco Unified Customer Voice Portal deployment, the following information is provided by the customer: "We typically receive about 6000 calls a day, higher on Mondays. Each call lasts an average of four minutes once the caller is talking to an agent, and the average queue time is about five minutes. Also, there is about a one-minute prompt and collect activity when the call first arrives. All calls go to a single contact center, and the data center is located on-site. All the contact center agents are on Cisco Unified Communications Manager IP phones with Cisco Unified Contact Center Enterprise Cisco Agent Desktop." What two additional pieces of information are required? (Choose two.) A. Are calls planned to use SIP or H.323 for call control? B. What codec will be used for the Cisco Unified IP phones? C. Are there "down periods" when the contact center is closed? D. How much redundancy is required? E. How many calls are received during the busiest hour? Correct Answer: DE /Reference: QUESTION 37 Which two statements about QoS are not correct in the Cisco Unified ICM solution? (Choose two.) A. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches. B. 90 percent of the total available bandwidth should be granted to the high-priority queue. C. 75 percent of the total available bandwidth should be granted to the high-priority queue. D. Traffic marking in Cisco Unified Intelligent Contact Management means that configuring dual IP addresses on the Network Interface Controller is no longer necessary because the network is QoS-aware. E. Cisco Unified Intelligent Contact Management Release 7.0 and greater provides QoS marking capability of both Layer 3 DSCP and Layer 2 IEEE 802.1p. D /Reference: QUESTION 38
What is the maximum number of agents and interfaces supported on a standalone Media Routing Peripheral Gateway in the Cisco Unified Contact Center Enterprise 7.1(2) solution? A. 500 agents / 5 interfaces (PIMs) B. 1000 agents / 5 interfaces (PIMs) C. 1500 agents / 10 interfaces (PIMs) D. 2000 agents / 10 interfaces (PIMs) Correct Answer: D /Reference: QUESTION 39 Which one of the following types of traffic from the PG to the central controller is considered high priority in the Cisco Unified Contact Center Enterprise solution? A. configuration requests B. skill group data C. routing and DMP control traffic D. Real-Time Monitoring /Reference: QUESTION 40 Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.) A. controls call and agent state B. places outbound calls for agents in the Outbound Option Progressive mode C. presents information provided by the caller from the voice response system D. accepts Instant Messaging requests from third-party chat clients routed to the agent E. presents caller data to agent in pre-call whisper with the Cisco IP phone Correct Answer: AC /Reference: QUESTION 41 In the Cisco Contact Center Enterprise solution, which two PG software processes manage the connectivity to the Cisco Unified Communications Manager cluster? (Choose two.) A. Cisco Unified Communications Manager PIM B. CTI Manager C. JTAPI Gateway
D. PG Agent E. OPC Correct Answer: AC /Reference: QUESTION 42 At which three of these time intervals is data sent from the Cisco Unified Contact Center Enterprise Peripheral Gateway to the Call Routers and Loggers? (Choose three.) A. real-time B. one-minute C. five-minute D. half-hour E. one-hour Correct Answer: ACD /Reference: QUESTION 43 What are the three primary factors affecting bandwidth sizing between a Webview client and a Webview server? (Choose three.) A. number of historical reports the user is running concurrently B. number of concurrent agents displayed on real-time reports C. number of rows returned for historical reports in WebView D. number of real-time reports the user is running concurrently E. total ECC in bytes F. refresh rate of real-time reports Correct Answer: ADF /Reference: QUESTION 44 In a Cisco Unified Contact Center Enterprise design, the customer requires their agents to have a personal line (DID) as well as their agent extension. Using the Cisco Unified Communications Manager partition feature, how should the following agent phone be configured? Agent ACD line: 4000 (DN) Agent DID line: 5000 (personal line)
http://www.gratisexam.com/ Partition: Personal?Allow personal calls Partition: ACDDN?Allow Cisco Unified Contact Center Enterprise calls only A. Line 1: 4000 Partition Personal, Line 2: 4000 Partition ACDDN B. Line 1: 5000 Partition Personal, Line 2: 4000 Partition ACDDN C. Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal D. Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal /Reference: QUESTION 45 Which tool is used to create the Cisco Organization Unit structure in Cisco Unified Contact Center Enterprise 7.0.x and 7.1.x? A. ICM Setup tool B. ConfigManager tool C. Domain Manager tool D. Microsoft Policy Admin tool /Reference: QUESTION 46 What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution? A. The call cannot be transferred or conferenced back to an agent. B. The caller will not hear MOH during the transfer. C. The system loses track of the call and the associated data for reporting. D. The receiving phone will not get calling line ID information on the phone display. /Reference: QUESTION 47
Which two of the following are benefits of deploying Cisco System Unified Contact Center Enterprise? (Choose two.) A. streamlined installation B. ability to simply add more PGs to expand the scale of deployment with web configuration tools C. web-based administration D. ability to co-load outbound controllers on the agent PGs Correct Answer: AC /Reference: QUESTION 48 Which types of Cisco Gatekeeper redundancy mechanisms are supported with the Cisco Unified Customer Voice Portal system? A. HSRP only B. alternate gatekeeper only C. both HSRP and alternate gatekeeper D. no redundancy mechanisms are supported /Reference: QUESTION 49 When determining how many Cisco Voice Gateways are required for use with the Cisco Unified Customer Voice Portal, in which two of the following call transfer methods do you not consider the length of time that the caller is talking to an agent? (Choose two.) A. when all agents are Cisco Unified Contact Center Enterprise agents B. when all agents are using third-party ACDs, and calls are connected to those ACDs via TDM ports on an egress Cisco Voice Gateway C. when all agents are using third-party ACDs, and calls are connected to those ACDs via SS7 signaling through a Cisco Unified Contact Center Enterprise NIC D. when all agents are using third-party ACDs, and calls are connected to those ACDs via carrier "Take Back and Transfer" (also know as "Transfer Connect") D /Reference: QUESTION 50 How many agents can be supported on a Cisco Unified Contact Center Enterprise Release 7.1(2) Agent Peripheral Gateway with Cisco CTI Object Server co-resident on the PG using a Cisco MCS-7845 class server?
A. 500 B. 1000 C. 1500 D. 2000 Correct Answer: D /Reference: QUESTION 51 Which statement is not true concerning high availability of the Cisco Unified ICM central controller? A. In the event that one Call Router of a duplex pair of Cisco Unified ICM Call Routers fails, the surviving Call Router recognizes the failure when it receives no response to heartbeats over the private LAN. B. During Cisco Unified ICM Call Router failover processing, calls in progress in either the Cisco Unified Customer Voice Portal or Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed. C. There is no impact to call processing during a Cisco Unified ICM Logger failure. D. In the event that the private LAN fails, the PGs are used to help determine the active Call Router side of the duplex pair. /Reference: QUESTION 52 What function does the Cisco Unified Presence perform when used with the Cisco Unified Customer Voice Portal 4.0.x? A. bandwidth management B. centralized dial plan administration C. caller authentication D. call waiting /Reference: QUESTION 53 How many agents can be supported on a Cisco Unified Contact Center Enterprise Release 7.1(2) Agent Peripheral Gateway with Cisco Agent Desktop co-resident on the PG using a Cisco MCS-7845 class server? A. 500 B. 1000 C. 1500 D. 2000
/Reference: QUESTION 54 On the timeline of a Cisco Unified Customer Voice Portal Comprehensive model call, where the call arrives at the far left and is terminated to the far right of the timeline, during which time periods is the call connected to a Cisco IOS-based VoiceXML Gateway? A. menu, prompt and collect, waiting in queue, and talking with agent B. menu, prompt and collect, and waiting in queue C. menu, prompt and collect D. waiting in queue E. menu, prompt and collect, and talking with agent /Reference: QUESTION 55 In the Cisco Unified Contact Center Enterprise solution, which statement is true about both the Cisco Unified Customer Voice Portal and Cisco Unified IP IVR self-service functions? A. Both products support the use of custom Java code to extend the functionality included in the out-of-box product. B. Using out-of-box functionality, a self-service application that needs to call-back the caller could be built using either product. C. Both products support the playback of recorded prompts from either a dedicated media server or the local IVR application server itself. D. A Cisco Unified CallManager is not an essential part of a either product; however, is desirable in the case of the Cisco Unified IP IVR. Correct Answer: A /Reference:
QUESTION 56 In the Cisco Unified Customer Voice Portal 4.0.x Comprehensive model using SIP, a call arrives, a user is prompted to enter an account number and is transferred to a Cisco Unified Contact Center Enterprise agent. Which of the following is not a role performed by the Cisco Voice Gateways involved in this call flow? A. recognizing DTMF digits, converting them to RFC 2833 RTP, and sending them to the Cisco Unified Customer Voice Portal Call Server B. converting TDM speech to IP C. generating ring tone to the caller from a ring tone audio file stored in flash memory on the Cisco Voice Gateway D. retrieving VXML documents and audio files and rendering them to the caller Correct Answer: A /Reference: QUESTION 57 What impact does the Cisco Unified Contact Center Enterprise 7.1(2) Mobile Agent option have on the Agent Peripheral Gateway? A. The use of a duplex or redundant Peripheral Gateway is not supported. B. All agents must be Mobile Agents who log into the same Agent Peripheral Gateway. C. The number of agents supported by the Peripheral Gateway is reduced. D. The Cisco Agent Desktop and the Cisco CTI Object Server process cannot be co-loaded on the Peripheral Gateway. E. The call volume or busy hour call attempts per agent is limited to five calls per second on the Peripheral Gateway. /Reference: QUESTION 58 What is the impact of co-loading a Cisco Unified Outbound Dialer on the same servers as the Agent Peripheral Gateway in the Cisco Unified Contact Center Enterprise 7.1(2) system? A. The Outbound Dialer does not reduce agent capacity on the PG server. B. The Outbound Dialer reduces agent capacity by 25 percent per Dialer loaded on the PG server. C. The Outbound Dialer reduces agent capacity by a factor of eightach outbound port is equivalent to eight agents on the PG. D. The Outbound Dialer reduces agent capacity by a factor of 15ach outbound port is equivalent to 15 agents on the PG. /Reference:
QUESTION 59 In the Cisco Unified Contact Center Enterprise solution with Cisco Unified Communications Manager clustering over the WAN, how is the private network for the Peripheral Gateways sized? A. The PG private network bandwidth is fixed at a T1 speed, regardless of call or agent volume. B. The PG private network bandwidth is based on the BHCA handled by the Cisco Unified Communications Manager. C. The PG private network bandwidth is based on the total number of agents on the Cisco Unified Communications Manager. D. The PG private network bandwidth is double that of the Router/Logger private network in the system. /Reference: QUESTION 60 Under which circumstances can the visible and private networks be converged in the Cisco Unified Contact Center Enterprise system? A. when QoS is enabled on both networks B. in cases in which there is gigabit bandwidth between sites C. under no circumstances D. when the Cisco Catalyst switch has dual power supplies /Reference: QUESTION 61 Based on the sizing table excerpt from the Cisco Unified CVP Release 3.1 Solution Reference Network Design (SRND) document, how many simultaneous calls can each Cisco 3745 Voice Gateway handle in a Standalone Self-Service deployment with Automatic Speech Recognition and Text-To-Speech capability? A. 100 B. 80 C. 77 D. 60
Correct Answer: D /Reference: QUESTION 62 From where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in the Cisco Unified Contact Center Enterprise Customer Voice Portal or Cisco Unified IP IVR queue points? A. Call Type tables B. Skill Group tables C. Route Call Detail table D. Call Termination Detail table Correct Answer: A /Reference: QUESTION 63 Which two of the following statements are true regarding Cisco Unified Contact Center Enterprise Release 7.1 (2) Mobile Agent Peripheral Gateway capacity? (Choose two.) A. Each Mobile Agent for a nailed-up configuration equals 1.37 local agents. B. Each Mobile Agent for a nailed-up configuration equals 1.73 local agents. C. Each Mobile Agent for a call-by-call basis configuration equals 2.2 local agents. D. Each Mobile Agent for a call-by-call basis configuration equals 2.4 local agents. D /Reference: QUESTION 64 When is it necessary to include a Cisco Gatekeeper in a Cisco Unified Customer Voice Portal deployment? A. Gatekeepers are not required under any Cisco Unified Customer Voice Portal model B. Gatekeepers are required in all Cisco Unified Customer Voice Portal models C. When the Cisco Unified Customer Voice Portal Call Control Server is deployed with H.323 calls without dial peers defined in the Cisco Voice Gateways D. When the Cisco Unified Customer Voice Portal Call Control Server is deployed with H.323 calls and there is no Cisco Unified Communications Manager as part of the solution /Reference:
QUESTION 65 Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server and SPAN port-based monitoring to support supervisor silent monitoring of agent calls? A. Cisco Unified Contact Center Enterprise Cisco Agent Desktop B. Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled C. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop D. Cisco Unified Contact Center Enterprise CTI Driver for Siebel Correct Answer: D /Reference: QUESTION 66 What is the primary factor affecting the bandwidth size of the private network between central controllers in the Cisco Unified Contact Center Enterprise solution? A. number of Peripheral Gateways B. BHCA C. number of agents D. number of historical database servers /Reference: QUESTION 67 When designing a Cisco Unified Contact Center Enterprise system with Cisco Unified IP IVR or Cisco Unified Customer Voice Portal for call queuing, which statement is not true? A. As a queuing platform for calls to a Cisco Unified Contact Center Express deployment, the Cisco Unified Customer Voice Portal can only be used if it is deployed as part of a Cisco Unified Contact Center Enterprise parent/child model. B. The Cisco Unified Customer Voice Portal Standalone Self-Service model can be enabled as a queuing platform by integrating it to the Cisco Unified ICM platform and using the Cisco Unified ICM request label script element to make route requests. C. Using the Cisco Unified IP IVR as a queue point for the Cisco Unified Contact Center Enterprise system, it is common practice but not essential to send the call to a route point monitored by the Cisco Unified ICM and then translation-route the call to Cisco Unified IP IVR application. D. When the Cisco Unified Customer Voice Portal is used as a queue point for the Cisco Unified Contact Center Enterprise system and the VoiceXML browsing capability is not co-resident with the ingress Cisco Voice Gateway, the RTP bearer path flows between the ingress Voice Gateway and the VoiceXML browser.
/Reference: QUESTION 68 In the Cisco Unified Contact Center Enterprise solution, what is the latency requirement for the Cisco Unified Communications Manager highly available visible network in a clustering over the WAN deployment? A. 40 ms one-way B. 40 ms round-trip C. 400 ms one-way D. 400 ms round-trip /Reference: QUESTION 69 Which of the following statements is not correct regarding media servers deployed with Cisco Unified Customer Voice Portal? A. To provide redundancy, multiple media servers can be deployed using a gatekeeper (H.323 deployments) or a proxy server (SIP deployments). B. Media servers can provide prerecorded audio files, ASR grammars, or external VXML documents to the VXML gateway. C. The media server is an optional component, because audio files can be stored in local flash memory on the VXML gateway. D. If ASR or TTS is being used, prompt audio files must be recorded as G.711. Correct Answer: A /Reference: QUESTION 70 Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution? A. Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions. B. SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it. C. When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR. D. If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child.
/Reference: QUESTION 71 When an agent-initiated IP call is transferred to a queue in the Cisco Unified Contact Center Enterprise using the Cisco Unified CVP 3.1, what must be allocated to support this call flow? A. MOH resources on Cisco Unified Communications Manager B. MTP resources C. Cisco Unified CVP Call Servers configured to accept an IP call media stream D. remote CTI port configured with MoH /Reference: QUESTION 72 What does the Requalify node in a routing script do in a Cisco Unified Contact Center Enterprise system? A. sends the call back to the Cisco Unified IP IVR or Cisco Unified Customer Voice Portal to prompt caller for the opening menu B. resets all the peripheral call and ECC variables (ECCs) for the call C. resets the call type and transfers control of the call to the default script for the newly selected call type D. sends a message to an external call recording system to start recording the specific call /Reference: QUESTION 73 In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair? A. Each side of the Peripheral Gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location. B. The PG private network may be shared with any other private connectionsgs or Call Routers/Loggers. C. The PG may use the highly available WAN connection between the sites (visible network) for all trafficisible and private. D. The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster. /Reference: QUESTION 74 What are the network requirements when redundant Cisco Unified ICM servers are geographically distributed?
A. The servers must be connected by a private network card and crossover cables. B. The public and private networks must share the same infrastructure. C. The servers must be connected by a private dedicated network with each server having a second NIC connected to a dedicated WAN link. D. The private network can coexist with the rest of the customer's corporate network. /Reference: QUESTION 75 What is the minimum number of independent network WAN links required for clustering over the WAN in the Cisco Unified Contact Center Enterprise solution, when both the Cisco Unified Communications Manager cluster and the related Peripheral Gateway duplex pair are also split across the WAN? A. 1 - The highly available Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise networks can be converged between the sites over a single WAN connection. B. 2 - The highly available Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise visible networks can be converged between the sites over one WAN connection. A second WAN connection is required for the combined central controller and PG private network WAN. C. 3 - The highly available Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise visible networks can be converged between the sites over one WAN connection. A second WAN connection is required for the central controller private network WAN. A third WAN connection is required for the Peripheral Gateway private network WAN as it cannot be combined with the central controller private network in clustering-over-the-wan designs. D. 4 - The highly available Cisco Unified Communications Manager WAN connection must be dedicated to ensure that it meets the 40-ms latency requirement of clustering over the WAN. The Cisco Unified Contact Center Enterprise visible network requires its own visible WAN connection. A third WAN connection is required for the central controller private network WAN. A fourth WAN connection is required for the Peripheral Gateway private network WAN because it cannot be combined with the central controller private network in clustering-over-the-wan designs. /Reference: QUESTION 76 When a Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (Call Routers/Loggers), if Call Router A has device majority and its Ethernet private network NIC card fails, which two events will occur? (Choose two.) A. The Call Router Side B will stay active, while the Call Router Side A will go idle. B. The Call Router Side A will go 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. System will operate as it did prior to failure. C
/Reference: QUESTION 77 Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.) A. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop B. Cisco Unified Contact Center Enterprise Cisco Agent Desktop C. Cisco Unified Contact Center Enterprise CTI Object Server Driver for Siebel D. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition Correct Answer: AB /Reference: QUESTION 78 Calls in the Cisco Unified Contact Center Enterprise solution are usually handled by one or more peripherals during a call flow. How are these call legs associated in the database for reporting purposes? A. There is a unique call ID assigned by Cisco Unified Communications Manager that is associated with each call leg. B. The first post-route request will assign a Cisco Unified ICM Router Call Key that is associated with the call. C. All the call data is written to a single Call Termination Detail record at the end of the call. D. The different call legs will share the same call type ID with a unique sequence number. /Reference: QUESTION 79 In the Cisco Unified Contact Center Enterprise solution, co-loading IVR interfaces on a single Peripheral Gateway server is limited by which two of the following factors (Choose two.)? A. The total number of IVR ports controlled by all the interfaces on the PG server B. The type of IVR interface being used to control the ports under GED-125 (CRI or SCI) C. Co-loading of the CTI, Cisco CTI Object Server, and Cisco Agent Desktop server on the Peripheral Gateway server D. The class of the server being used for the Peripheral Gateway server (MCS-7815, 7825, or 7845) Correct Answer: AD /Reference: QUESTION 80
Which Cisco Unified Contact Center Enterprise 7.0 Admin Workstation type does not run any local services or processes? A. Cisco Unified Contact Center Enterprise Admin Workstation with HDS option B. Cisco Unified Contact Center Enterprise Limited Admin Workstation C. Cisco Unified Contact Center Enterprise Real-Time Distributor Admin Workstation D. Cisco Unified Contact Center Enterprise Client Admin Workstation E. Cisco Unified Contact Center Enterprise Admin Workstation with WebView server option Correct Answer: D /Reference: QUESTION 81 Which two of the following are not parts of the Cisco Unified Communications Manager device pool configuration? (Choose two.) A. primary Cisco Unified Communications Manager group B. SRST reference C. region D. location E. Media Resource Group List Correct Answer: AD /Reference: QUESTION 82 In the Cisco Unified Contact Center Enterprise solution, what is the impact to the system if inbound call volumes increase? A. Agent capacity on the Peripheral Gateways are decreased. B. Agent capacity on the Cisco Unified Communications Manager subscriber in the cluster are decreased. C. Agent capacity on the Cisco Unified Contact Center Enterprise Call Routers are decreased. D. Agent reporting capacity in WebView is decreased. /Reference: QUESTION 83 How many agents can be supported on a Cisco Unified Contact Center Enterprise Release 7.1(2) Agent Peripheral Gateway with Cisco CTI Object Server co-resident on the PG using a Cisco MCS-7845 class server? A. 500
B. 1000 C. 1500 D. 2000 Correct Answer: D /Reference: QUESTION 84 Which of the following is a true statement regarding the design and operation of a highly available Cisco Unified Contact Center Enterprise solution? A. Call processing must never occur on a Cisco Unified Communications Manager publisher, even in failover conditions. B. SRST is a Cisco Voice Gateway feature that allows agent phones and their associated CTI Desktop to home to the local SRST gateway in the event that the gateway loses connection with the Cisco Unified Communications Manager that is controlling it. C. When a Cisco Unified Contact Center Enterprise VRU PG fails, all calls in queue on that Cisco Unified IP IVR are dropped unless there is a default script loaded on the Cisco Unified IP IVR. D. If a Cisco Unified Contact Center Enterprise child system loses a WAN connection with the parent Cisco Unified ICM, it is not possible under any circumstances to queue newly arrived calls at that child. /Reference: QUESTION 85 Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution? A. AXL B. SIP C. H.323 D. JTAPI E. SOAP Correct Answer: D /Reference: QUESTION 86 Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.) A. number of and type of remote administrative workstations B. number of dialed numbers in the Cisco Unified Contact Center Enterprise configured for remote Cisco Voice Gateways
C. size and number of Cisco Unified Contact Center ECC variables passed to remote CTI OS agent desktops for screen pop D. number and type of configured Cisco Unified Contact Center Enterprise agents Correct Answer: AC /Reference: http://www.gratisexam.com/ QUESTION 87 What is the primary factor affecting the bandwidth size of the private network between central controllers in the Cisco Unified Contact Center Enterprise solution? A. number of Peripheral Gateways B. BHCA C. number of agents D. number of historical database servers /Reference: QUESTION 88 When designing a Cisco Unified Contact Center Enterprise system with Cisco Unified IP IVR or Cisco Unified Customer Voice Portal for call queuing, which statement is not true? A. As a queuing platform for calls to a Cisco Unified Contact Center Express deployment, the Cisco Unified Customer Voice Portal can only be used if it is deployed as part of a Cisco Unified Contact Center Enterprise parent/child model. B. The Cisco Unified Customer Voice Portal Standalone Self-Service model can be enabled as a queuing platform by integrating it to the Cisco Unified ICM platform and using the Cisco Unified ICM request label script element to make route requests. C. Using the Cisco Unified IP IVR as a queue point for the Cisco Unified Contact Center Enterprise system, it is common practice but not essential to send the call to a route point monitored by the Cisco Unified ICM and then translation-route the call to Cisco Unified IP IVR application. D. When the Cisco Unified Customer Voice Portal is used as a queue point for the Cisco Unified Contact Center Enterprise system and the VoiceXML browsing capability is not co-resident with the ingress Cisco Voice Gateway, the RTP bearer path flows between the ingress Voice Gateway and the VoiceXML browser. /Reference:
QUESTION 89 In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement is true about the Cisco Unified Communications Manager Peripheral Gateway duplex pair? A. Each side of the Peripheral Gateway pair (side A and side B) must be configured to point to a local and a remote CTI Manager across the WAN from the PG location. B. The PG private network may be shared with any other private connectionsgs or Call Routers/Loggers. C. The PG may use the highly available WAN connection between the sites (visible network) for all trafficisible and private. D. The PGs must be co-located at one side or the other of the Cisco Unified Communications Manager cluster. /Reference: QUESTION 90 Which two of the following are not parts of the Cisco Unified Communications Manager device pool configuration? (Choose two.) A. primary Cisco Unified Communications Manager group B. SRST reference C. region D. location E. Media Resource Group List Correct Answer: AD /Reference: QUESTION 91 Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution? A. AXL B. SIP C. H.323 D. JTAPI E. SOAP Correct Answer: D /Reference: QUESTION 92 Which two configuration tasks are necessary in the Cisco Unified Communications Manager for the Cisco