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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
| Topic 1: Peripheral Gateway and System Integration | 15% | - PG configuration and role
- 1. Agent and CTI integration
- 2. Peripheral communication models
- CRM and third-party integration
- 1. CTI OS and Finesse integration concepts
- 2. Data synchronization and event handling
|
| Topic 2: Design Best Practices and Capacity Planning | 15% | - Best practice design principles
- 1. Resiliency and failover strategies
- 2. Security and compliance considerations
- Scalability and sizing
- 1. Traffic modeling and capacity planning
- 2. High availability and redundancy design
|
| Topic 3: Call Routing and Dial Plan Design | 20% | - Routing logic design
- 1. Call routing strategies and rules
- 2. Dialed Number plans
- Integration with PSTN and enterprise telephony
- 1. Gateway and trunk design considerations
- 2. Call treatment and routing efficiency
|
| Topic 4: Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
- 1. Call processing architecture overview
- 2. Cisco Unified CCE components (CallRouter, Logger, PG)
- Deployment models
- 1. Single-site vs multi-site deployments
- 2. High availability design considerations
|
| Topic 5: Reporting and Monitoring | 10% | - System monitoring
- 1. Fault monitoring and diagnostics
- 2. Performance tuning considerations
- Historical and real-time reporting
- 1. Call and agent performance metrics
- 2. UCCE reporting tools overview
|
| Topic 6: Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
- 1. Decision trees and call routing scripts
- 2. Script Editor logic elements
- Advanced call flow design
- 1. Skill-based routing design
- 2. Business logic implementation in scripts
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
1. In the Cisco Unified Contact Center Enterprise clustering over the WAN deployment model, which WAN configuration is not supported?
A) Three WAN links: One private network connection and two visible networks (highly available) which do not fail over to the private network.
B) Two WAN links: One private network connection and one visible network that is allowed to fail over to the private network if the visible network fails.
C) One WAN link: All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to ensure latency and bandwidth requirements.
D) One MAN or SONET link: All traffic is converted on a single SONET ring network that is designed to automatically reroute if there is a link failure in one direction.
2. Which Cisco Unified IP phone model is incompatible with the Cisco Unified Contact Center Enterprise system 8.0(x)?
A) 7920
B) 7970
C) 7930
D) 6921
E) 9951
3. What is the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise 8.0(x) system?
A) Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.
B) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15-each outbound port is equivalent to 15 agents on the peripheral gateway.
C) Cisco Unified Outbound Dialer reduces agent capacity by a factor of four-each outbound port is equivalent to four agents on the peripheral gateway.
D) Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33-each outbound port is equivalent to 1.33 agents on the peripheral gateway.
4. When call progress analysis is done in the voice gateway with the Cisco Unified Contact Center Enterprise Outbound Option 8.0, which protocol is used to communicate the call progress status to the dialer?
A) MCGP
B) SCCP
C) SIP
D) H.323
5. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?
A) 3.7 kB/s
B) 7.4 kB/s
C) 8.32 kB/s
D) 6.5 kB/s
Solutions:
Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |