642-243 Online Practice Questions and Answers

Common configuration elements occur across Cisco Contact Enterprise solution components. Drag and drop the Cisco Unified ICM configuration elements on the left to the matching Cisco Unified Communications Manager and IP IVR configuration elements on the right.

Select and Place:

Select and Place:

Drag and drop the Cisco Unified Communications Manager tool on the left to its function on the right.

Select and Place:

Select and Place:

Drag and drop the Cisco Unified ICM Support Utility on the left to its function on the right.

Select and Place:

Select and Place:

Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, there are a number of different log files that are generated by different components and processes in the solution. Identify the specific process that generated the log file.

A. CTI OS (Server)

B. CTI OS (Client)

C. JTAPI Gateway (jgw)

D. UC Manager PIM (Enterprise Agent PIM)

E. ICM Call Router (rtr)

To use the Cisco Unified ICM dumplog utility to gather the Call Router's MDS log from Monday, March 10, 2008, beginning at 9:30, and to ensure that you do not get binary data in the log, which command line syntax would you use?

A. dump mds /bt 09:30 /nobinary /o

B. dumplog mds /bd 03/10/2008 /9:30 /o

C. dumplog mds /bd 03/10/2008 /bt 09:30 /nobin /o

D. dumplog /bd 03/10/2008 /bt 09:30 /nobin /o

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment with agents deployed as shown in the exhibit, an agent has reported receiving CTI screen pops for calls, but then the call is not sent to the agent. What is a possible cause of this problem?

A. The agent logged in with an extension that does not exist.

B. The agent logged in using an extension that is assigned to another agent's phone.

C. The agent's phone is not associated with the PG User.

D. The agent is still logged into CTIOS on another PC.

In a Cisco Unified Contact Center Enterprise deployment, callers are reporting that when they call in, their calls are being intermittently dropped without hearing a welcome or queue message.

Which two problems could potentially cause calls not to reach the Cisco Unified IP IVR? (Choose two.)

A. The Cisco Unified IP IVR Media Group does not have any remaining channels.

B. The number of ports in the Cisco Unified IP IVR Call Control Group does not match the number of ports in the Cisco Unified IP IVR Media Control Group.

C. There are more Cisco Media Channels configured in the Cisco Unified IP IVR than Cisco Unified Communications Manager CTI Ports assigned in the Cisco Unified IP IVR.

D. The Cisco Unified Communications Manager Calling Search Space of the Gateway of the call does not have access to the partition in which the Cisco Unified IP IVR CTI Ports are found.

E. The CTI Ports have not been assigned to a Call Control Group via AppAdmin in Cisco Unified IP IVR.

F. The Cisco Unified IP IVR CTI Ports do not have a Calling Search Space assigned in Cisco Unified Communications Manager.

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, Agent 180020 using the Cisco Unified Communications Manager IP Phone with Extension 7220 is unable to log in to the system.

Given the configuration in the exhibit, what changes need to be made to allow this agent to log in?

A. Add the agent's device (IP Phone) to the Controlled Devices for PGuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

B. Add Agent 180020 to the "Sales" skill group to allow the system to route calls to the agent.

C. Add the agent's device (IP Phone) to the Controlled Devices for IPIVRuser JTAPI/CTI Application User using Cisco Unified Communications Manager Administration.

D. Add the Role "Standard Presence User" to the PGuser configuration using Cisco Unified Communications Manager Administration.

Refer to the exhibit. In the distributed Cisco Unified Contact Center Enterprise design with multiple Cisco Unified Communications Manager clusters as shown in the exhibit, what is the impact if Agent 2551 transfers a call, routed to that agent by Cisco Unified CCE, directly to Agent 1233 using the agent extension 3311?

A. Agent 1233 could get an ACD call routed by Cisco Unified CCE on extension 3311.

B. Cisco Unified CCE would reject the transfer across the intercluster trunk automatically.

C. Agent 1233 would get the call, but without any screen pop or CTI data.

D. Cisco Unified CCE provides cradle-to-grave reporting on the call once it is sent to Agent 1233.

E. The call would only work if both agents were using either CAD or CTI OS desktops.

In the Cisco Unified Contact Center Enterprise system, there are several key utilities and commands that can be used to verify the state of a logged in agent. Which two of these tools or lines of syntax should be used to perform this test? (Choose two.)

A. C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: list_agent_status /agent 5001

B. C:\>rttest /cust UCCE /node RouterARTTEST Release 7.0.0.0 , Build 14833rttest: agent_status /agent

C. C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: list_agents

D. C:\>procmon UCCE PG1A pim1>>>>pim_list_agents

E. C:\>opctest /cust UCCE /node PG1AOPCTEST Release 7.0.0.0 , Build 14833opctest: dump_agents 5000 /agent 67172900