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Cisco 642-241 Exam Syllabus Topics:

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

1. Which Cisco Unified Contact Center Enterprise CTI Desktop option requires the use of VoIP Monitor Server with SPAN port-based monitoring to support supervisor silent monitoring of agent calls?

A) Cisco Unified CRM Connector for Siebel
B) Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
C) Cisco Unified Contact Center Enterprise CTI Object Server or Cisco Agent Desktop with Outbound option enabled
D) Cisco Unified Contact Center Enterprise Cisco Agent Desktop

2. When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?

A) Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
B) Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
C) Cisco Agent Desktop lets you view agent and team statistics from the desktop.
D) Cisco Agent Desktop lets you transfer calls by using a dial pad.

3. Which three of these features are supported by the Cisco Unified Contact Center Enterprise Cisco Unified IP Phone Agent? (Choose three.)

A) call recording
B) Cisco Agent Desktop automated workflows
C) call center statistics
D) silent monitoring
E) Cisco Agent Desktop supervisor agent reskilling

4. The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?

A) Cisco Unified ICM CLI
B) direct URL that is typed into an Internet browser
C) Web-based portico interface
D) Cisco Unified Contact Center Enterprise Support Tools
E) Cisco Unified Communications Manager Real-Time Monitoring Tool

5. What role does Cisco Unified Communications Manager play in the Cisco Unified Contact Center Enterprise solution?

A) integrated call distribution
B) automatic call distribution
C) interactive voice response system
D) call switching to agent and Cisco Unified IP IVR

Solutions: