Exam Code: 642-241
Exam Name: Unified Contact Center Enterprise Design (UCCED)
Certification Provider: Cisco
Corresponding Certification: Others
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Cisco 642-241 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Design Best Practices and Capacity Planning15%- Scalability and sizing
  • 1. Traffic modeling and capacity planning
    • 2. High availability and redundancy design
      - Best practice design principles
      • 1. Security and compliance considerations
        • 2. Resiliency and failover strategies
          Topic 2: Peripheral Gateway and System Integration15%- CRM and third-party integration
          • 1. Data synchronization and event handling
            • 2. CTI OS and Finesse integration concepts
              - PG configuration and role
              • 1. Peripheral communication models
                • 2. Agent and CTI integration
                  Topic 3: Reporting and Monitoring10%- Historical and real-time reporting
                  • 1. Call and agent performance metrics
                    • 2. UCCE reporting tools overview
                      - System monitoring
                      • 1. Performance tuning considerations
                        • 2. Fault monitoring and diagnostics
                          Topic 4: Cisco Unified Contact Center Enterprise (UCCE) Architecture20%- Deployment models
                          • 1. High availability design considerations
                            • 2. Single-site vs multi-site deployments
                              - Core components and system architecture
                              • 1. Cisco Unified CCE components (CallRouter, Logger, PG)
                                • 2. Call processing architecture overview
                                  Topic 5: Scripting and Call Flow Design20%- Cisco ICM scripting fundamentals
                                  • 1. Decision trees and call routing scripts
                                    • 2. Script Editor logic elements
                                      - Advanced call flow design
                                      • 1. Business logic implementation in scripts
                                        • 2. Skill-based routing design
                                          Topic 6: Call Routing and Dial Plan Design20%- Routing logic design
                                          • 1. Dialed Number plans
                                            • 2. Call routing strategies and rules
                                              - Integration with PSTN and enterprise telephony
                                              • 1. Gateway and trunk design considerations
                                                • 2. Call treatment and routing efficiency

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

                                                  A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central controllers (with separate call routers and loggers). If Call Router Side A has device majority and its Ethernet private network NIC 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 stay 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. The system will operate as it did prior to failure.
                                                  • E. Both sides will go active.
                                                  Answer: B,C

                                                  In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which two statements are true? (Choose two.)

                                                  • A. The visible network that supports the communication between Cisco Unified Communications Manager subscriber nodes must be highly available and designed with no single point of failure.
                                                  • B. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data centers can share the same private network connection as the central controller (router and logger) components.
                                                  • C. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data center locations to maintain a local JTAPI connection for call control.
                                                  • D. Each subscriber in the Cisco Unified Communications Manager cluster must have its own Peripheral Gateway configured locally to avoid JTAPI communication across the WAN.
                                                  • E. Agents at remote locations must be registered to only one data center for their Cisco Unified IP phone connections if they are using the Cisco Agent Desktop.
                                                  Answer: A,B

                                                  In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)

                                                  • A. If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.
                                                  • B. If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
                                                  • C. The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.
                                                  • D. The CTI Desktop will show only the ACD line that the agent used to log in.
                                                  Answer: A,D

                                                  How does Cisco Unified Contact Center Enterprise provide security to the system?

                                                  • A. Cisco Synchronization Service is used to control access to the system.
                                                  • B. Administrator accounts for the system are encrypted and kept in the Cisco Unified Contact Center Enterprise database to control access to the system.
                                                  • C. Microsoft Windows Active Directory is used to control access to the system.
                                                  • D. Microsoft SQL Server accounts and logins for all users are used to control access to the system.
                                                  Answer: C

                                                  Which two Cisco Unified Contact Center Enterprise components impact visible network WAN bandwidth sizing to the central controllers? (Choose two.)

                                                  • A. size and number of Cisco Unified Contact Center ECC variables that are passed to remote CTI OS agent desktops for screen pop
                                                  • B. number and type of configured Cisco Unified Contact Center Enterprise agents
                                                  • C. number of dialed numbers in the Cisco Unified Contact Center Enterprise that is configured for remote Cisco Voice Gateways
                                                  • D. number and type of remote administrative data servers
                                                  Answer: A,D

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