Pass4sure Cisco Exam 642-242 2.93

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

“Unified Contact Center Enterprise Implementation(UCCEI)”, also known as 642-242 exam, is a Cisco certification.
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With the complete collection of questions and answers, Pass4sure 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.

1. 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

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

3. 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

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

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
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
B. MAC address
C. media routing domain
D. device pool
E. location
Answer: AD

7. 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.
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

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

Questions and Answers : 84 Q&As
Updated: April 17th , 2008
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