642-242 Online Practice Questions and Answers

Refer to the exhibit.

The Peripheral Interface Manager on the Agent Peripheral Gateway displays status information in the title bar of the process window.

Which two of the following can you identify from this exhibit? (Choose two.)

A. The Instance Name of this Cisco Unified Contact Center Enterprise deployment is "cus01".

B. The Peripheral Interface Manager process on PG1B is in the ACTIVE state.

C. The JTAPI Gateway process is in an ACTIVE state.

D. The first Peripheral Interface Manager process on this Peripheral Gateway is IDLE.

E. This is not an Agent Peripheral Gateway; it is an Expert Advisor Peripheral Gateway.

When creating a new ICM call routing script, a palette tool is available with the icons available for use in the script. The available nodes are grouped into four tabs.

Which option is not one of those tabs?

A. General

B. Administrative

C. Routing

D. Targets

E. Queue

Which Cisco Unified ICM Peripheral Gateway process and network connection is used to provide synchronous state transfer between a pair of duplex Peripheral Gateways?

A. MDS, Visible/Public Network

B. OPC, Visible/Public Network

C. MDS, Private Network

D. OPC, Private Network

In a typical Cisco Unified Contact Center Enterprise parent/child call flow, when a call is routed by the parent ICM to the child site and an agent is no longer available at that child, what are two options that the call may do? (Choose two.)

A. be queued at the child for the next available agent

B. be automatically routed to an error message at the child

C. receive RONA treatment in the child

D. be queued at the parent for an agent at any child site

E. be terminated

In the Cisco Unified Contact Center Enterprise solution, how is the supervisor account/login created?

A. created manually in the Cisco Agent Desktop Administrator

B. created as a user in the Microsoft Windows Active Directory

C. created with permission to the Cisco Root ICM Setup group via the ICM Domain Manager tool

D. created with an association to one and only one skill group for their team

Exhibit: In this Cisco Unified ICM Call Type Manager tool example, given this specific call type and script selection, what script will run on January 1, 2008 and why?

A. Script1, because it comes first in the ordered list of scripts

B. Weather, because it is the most specific date range of the scripts loaded

C. Script1, because it is scheduled to run every day, all day

D. None of these, as the scripts are not flagged as "Active"

In the Cisco Unified Contact Center Enterprise solution, agent reason and wrap up codes for a CTI OS deployment are configured in which of the following components?

A. Microsoft Windows registry of the agent's desktop computer

B. ICM Configuration Manager on the Admin Workstation

C. Microsoft Windows registry of the CTI OS Server

D. Cisco Desktop Administrator

When there is a failure of the Cisco Unified Communications Manager CTI Manager service in a high-availability design, a contact center agent with a call in progress sees which behavior with the PIM /LOAD 0 option enabled?

A. High-availability design means that there is no change of behavior visible to the agent.

B. Call remains in progress; however, the CTI Desktop and Cisco IP Phone have no call control. When call completes, the agent's CTI Desktop is set to Not Ready after the failover is completed.

C. Call will be terminated while Cisco IP Phone reregisters to alternate Cisco Unified Communications Manager CTI Manager service.

D. Call remains in progress, but when call completes, the agent's IP Phone reregisters with the backup subscriber and the agent must restart the CTI Desktop software.

In the Cisco Unified Contact Center Enterprise solution with Cisco Unified IP IVR, how are service levels set for reporting?

A. at the Cisco Unified ICM Service in the Service Explorer tool

B. systemwide in the ICM Enterprise ConfigManager tool as a default

C. at the Cisco Unified ICM Call Type using the Call Type List tool

D. at the Cisco Unified ICM Skill Group using the Skill Group Explorer tool

Refer to the exhibit. This is the setup of the Cisco Unified Communications Manager Telephony Call Control Group.

Which two of the following is true based on this configuration? (Choose two.)

A. Callers will be unable to use keypad digits to enter numbers on these CTI ports because the Media Termination Support radio button has "No" selected.

B. The trunk group number must be defined as "112" in the Cisco Unified Contact Center Enterprise Configuration Manager tool.

C. The Device Name for the CTI ports of this group in Cisco Unified Communications Manager will be named "xxxx_CTIP" where "xxxx" is the CTI port number.

D. There are five CTI ports that begin with port number "3101" for this group in Cisco Unified Communications Manager.

E. No calls will be routed to these CTI ports because the DN Calling Search Space is set to "None".