1. The Cisco Unified Contact Center Enterprise can queue calls at different queue priorities. In this sample script,

　　at what priority will the call be queued?

　　A. Three (3) As set in the Queue Priority node.

　　B. Five (5) The default for the Queue to Skill Group node, unless it was set otherwise.

　　C. None, as queue priority only is used when more than one skill group is used in the Queue to Skill.

　　D. It depends, as each call hitting the script will reset the priority for all calls when the Queue Priority node is

　　executed.

　　Answer: B

　　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

　　TestInside 642-242 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.

　　TestInside 642-242 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 Contact Center Enterprise solution, the same object is configured in multiple components.

　　Choose the correct set of matching terms that fill in the missing object names in each component.

　　A. 1 = CTI route point

　　2 = JTAPI call control group

　　3 = DNIS (temporary label)

　　B. 1 = CTI route point

　　2 = Dialog control group

　　3 = DNIS (temporary label)

　　C. 1 = CTI port

　　2 = JTAPI call control group

　　3 = CTI route point

　　D. 1 = CTI route point

　　2 = JTAPI call control group

　　TestInside 642-242

　　3 = None

　　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

　　9. 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

　　10. 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

　　TestInside 642-242 11. In the Cisco Unified Contact Center Enterprise solution, if the Cisco Unified Communications Manager

　　subscriber for the Cisco voice gateway is down, how will incoming calls be treated?

　　A. The call will get a "fast busy" and be terminated by the gateway.

　　B. The voice gateway will reroute the call to a secondary CTI route point.

　　C. The voice gateway will use the alternative/backup subscriber in the cluster for call control.

　　D. The voice gateway will route around the subscriber to an IP IVR port.

　　Answer: C

　　12. What is the correct order of steps to install a new Cisco Unified IP Phone for a Unified Contact Center

　　Enterprise agent in Unified Communications Manager 5.x?

　　A. add device and device type, select model, enter the MAC address, and assign to device pool

　　B. add peripheral and peripheral type, select model, and assign to device pool

　　C. add phone, select model, enter the MAC address, and assign to device pool

　　D. add agent, select model, enter the MAC address, and assign to device pool

　　Answer: A

　　13. Which of the following is not recommended to reside on the C: drive partition of any Cisco Unified ICM

　　Server?

　　A. Microsoft SQL Server log files

　　B. Core Unified ICM software

　　C. Microsoft SQL Server

　　D. Unified ICM Historical Data Server Database

　　Answer: D

　　14. In the Cisco Unified Contact Center Enterprise, a Dialed Number Plan can be created to make it easier for

　　agents to perform transfers. Which of the following dialed numbers are invalid for agents to dial from the plan?

　　A. SALES

　　B. 3%45

　　C. 3333

　　D. TEC123

　　Answer: B

　　TestInside 642-242 15. In the Cisco Unified Contact Center Enterprise solution, if an agent is in a Reserved state, which of the

　　following actions can the agent take?

　　A. Log off.

　　B. Change state to Not Ready.

　　C. Answer the call being sent to them.

　　D. Enter wrap-up data from the prior call.

　　Answer: C

　　16. 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"

　　Answer: B

　　17. In order to run the setup program for a Cisco Unified ICM Server, what are the minimum permissions that

　　TestInside 642-242

　　must be granted to a user?

　　A. domain admin, read write

　　B. local user, read only

　　C. SQL admin, read write

　　D. local admin, read write

　　E. domain admin, read only

　　F. ICM admin, read write

　　Answer: D

　　18. When creating a new call routing script in the Cisco ICM Script Editor, what two steps must be included?

　　(Choose two.)

　　A. Run the Script Monitor mode to ensure the script functions properly.

　　B. Validate the script to ensure there are no errors.

　　C. Delete the prior script version to maintain less than 10 active script revisions.

　　D. Schedule the script using Call Type Manager.

　　E. Save the script and activate it in Script Editor.

　　F. Create a matching VRU script name for the script in ICM.

　　Answer: BE

　　19. In the Cisco Unified Contact Center Enterprise deployment, what is the correct order to configure a Cisco

　　Unified Communications Manager Peripheral Gateway for use?

　　A. Build the agents, create the peripheral in PG Explorer, build the skill groups, associate the agents to the skill

　　groups.

　　B. Create the peripheral in PG Explorer, enable sub-skills 1, 2, and 3, build the skill groups, build the agents,

　　associate the agents to the skill groups.

　　C. Build the skill groups, build the agents, associate the agents to the skill groups, create the peripheral in PG

　　Explorer, associate the skill groups to the peripheral.

　　D. Create the peripheral in PG Explorer, build the agents, build the skill groups, associate the agents to the skill

　　groups.

　　Answer: D

 642-242 20. What is the recommended order of installation for Cisco Unified ICM software components?

　　A. Call Router, Logger, first Admin Workstation/Distributor, Peripheral Gateway

　　B. First Admin Workstation/Distributor, Peripheral Gateway, Call Router, Logger

　　C. First Admin Workstation/Distributor, Peripheral Gateway, Logger, Call Router

　　D. Call Router, Logger, Peripheral Gateway, first Admin Workstation/Distributor

　　Answer: A

　　21. When configuring the translation route for a Cisco Unified Contact Center Enterprise solution, which of the

　　following configuration statements is correct?

　　A. The Cisco Media Control Group ID must match the Trunk Group Peripheral ID.

　　B. The Post-Route Translation Application ID must match the Trunk Group Peripheral ID.

　　C. The JTAPI Call Control Group ID must match the Trunk Group Peripheral ID.

　　D. The Trunk Group Peripheral ID must match the first JTAPI Trigger associated with Post-Route Translation

　　Application ID.

　　Answer: C

　　22. On the Cisco Unified Contact Center Enterprise Peripheral Gateway, which process would detect a failure

　　between the Peripheral Gateway and the ICM Call Router?

　　A. OPC

　　B. PIM

　　C. MDS

　　D. CCAGENT

　　Answer: D

　　23. Which of the following interfaces is used by the Cisco Unified ICM VRU Peripheral Gateway to communicate

　　with the Cisco Unified IP IVR?

　　A. JTAPI

　　B. H.323

　　C. GED-125 Event Feed

　　D. GED-125 Service Control

　　Answer: D

24. When a Cisco Unified ICM Logger / Database Server starts up, which process on the Cisco Unified ICM Call

　　Router must be active?

　　A. pgagent

　　B. configLogger

　　C. mdsproc

　　D. testsync

　　E. dbagent

　　F. recovery

　　Answer: C

　　25. In the Cisco Unified ICM database servers, which Microsoft SQL Server Agent rights setting is not allowed on

　　the server local Security Policy Settings?

　　A. allow log on locally

　　B. act as part of an operating system

　　C. log on as a service

　　D. log on as a batch job

　　Answer: A

　　26. When Cisco Unified ICM Servers need to have Microsoft SQL Server installed, which two Microsoft SQL

　　Server authentication modes are used? (Choose two.)

　　A. Microsoft SQL Server authentication mode

　　B. Windows authentication mode

　　C. Local Machine authentication mode

　　D. Mixed authentication mode

　　E. Domain authentication mode

　　Answer: BD

　　27. In a Cisco Unified Contact Center Enterprise deployment with two IP IVRs used for queuing, how does the

　　system avoid sending calls to one of the IP IVRs if it is out of service?

　　A. The ICM routing script translation route to VRU node automatically detects the out-of-service condition and

　　ignores the failed IP IVR.

　　TestInside 642-242 B. The ICM routing script translation route to VRU node "consider if" conditional statement must be used to

　　qualify the Peripheral Status of the IP IVR to prevent calls from going to an out-of-service IP IVR.

　　C. The Cisco Unified Communications Manager CTI ports for the IP IVR would have a "forward on failure" to

　　redistribute the calls sent by the ICM to the failed ports.

　　D. The ICM Send to VRU node is used to detect a failed VRU peripheral automatically.

　　Answer: B

　　28. Which of the following statements is true about administrative scripts in the Cisco Unified Contact Center

　　Enterprise solution?

　　A. There can be a maximum of only 10 administrative scripts running at any time.

　　B. Administrative scripts must be associated with a call type.

　　C. Administrative scripts can run periodically and set variables.

　　D. At least one administrative script must be scheduled for the solution to work.

　　Answer: C

　　29. When setting up a VRU Peripheral Gateway for the Cisco Unified Contact Center Enterprise solution, which

　　of the following is the correct value for the VRU Connection Port field?

　　A. The default value of 5000 should not be changed.

　　B. The default value of 5000 should be changed only if more than one IP IVR is used in the Cisco Unified Contact

　　Center Enterprise solution.

　　C. This field is used to denote tracing levels for the VRU PIM and should be changed only while troubleshooting.

　　D. The default value of 5000 should be changed only if more than one VRU PIM is being configured on the same

　　PG.

　　Answer: D

　　30. The Cisco Unified ICM 7.2 implementation may require high-priority addressing on the servers if QoS

　　marking is performed at the network edge. Which of the following servers require high-priority addresses

　　identified on the visible network?

　　A. ICM Call Router

　　B. Logger / Database Server

　　C. Administrative Workstation

　　TestInside 642-242

　　D. Peripheral Gateway

　　Answer: A

　　31. The Cisco Unified ICM 7.0 system uses the Microsoft Windows Active Directory in which three of the

　　following ways? (Choose three.)

　　A. controls rights to allow scripting of call flow via Script Editor

　　B. controls the rights to access reports in WebView

　　C. creates Active Directory accounts for the agents in the ICM system

　　D. grants permission for system components to access the Logger database

　　E. stores Cisco Unified ICM-specific security policies for the ICM Servers

　　F. provides DNS host name resolution for ICM Servers

　　Answer: ABD

　　32. In the Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR, what is the impact to reporting

　　when an IP IVR fails?

　　A. None ?Calls are automatically captured by the system and rerouted to another IP IVR.

　　B. Calls in the IP IVR will be lost and not reported at all in the system.

　　C. Call data about the call prior to the time spent in the IP IVR will be written to the database.

　　D. Call data about the call will be written to the database, including time spent in the IP IVR before it failed.

　　Answer: C

　　33. A Cisco CTI Supervisor Desktop can display real-time statistics for Cisco Unified Contact Center Enterprise

　　agents. Which item must be configured in ICM Configuration Manager for those statistics to be displayed?

　　A. Supervisor script dialed number.

　　B. Agent teams.

　　C. Agent State Trace must be checked in the Advanced tab of Agent Explorer.

　　D. Routes must be created for each agent in Agent Explorer.

　　Answer: B

　　34. In the Cisco Unified Contact Center Enterprise solution, it is possible to double count calls based on the way

　　calls are routed. Which two events require the use of a different call type to prevent double counting calls in

　　TestInside 642-242

　　reports? (Choose two.)

　　A. The routing script logic transfers the call to a different routing scrip.

　　B. Supervisor / emergency assist scripts are used.

　　C. An available agent walks away from their desk and the caller receives reroute on ring-no-answer call treatment.

　　D. The caller selects the option to transfer to voice mail while in queue.

　　E. A routing script queues a call to more than one skill group.

　　Answer: BC

　　35. When performing an upgrade to Cisco Unified Contact Center Enterprise, which of the following components

　　do not need to be upgraded during the same maintenance window?

　　A. ICM Call Router and Logger / Database Server

　　B. ICM Call Router and Administrative Workstation

　　C. Administrative Workstation and WebView server

　　D. Administrative Workstation and Peripheral Gateway

　　Answer: D

　　36. 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

　　Answer: AD

　　37. In a Cisco Unified Contact Center Enterprise solution using the Cisco IP IVR as a queue point, how do you

　　transfer the caller to voice mail after the caller has already been placed in queue?

　　A. Within the IP IVR queue script, use the Redirect Step; the destination variable should be configured as the

　　Voice Mail Pilot number.

　　B. Within the IP IVR queue script, use the Redirect Step; the destination variable should be configured as the

　　TestInside 642-242

　　Voice Mail Box extension number.

　　C. Within the IP IVR queue step, use the IP IVR Set Enterprise Call Data Step; in the ICM routing script, send the

　　call to a label node that is the Voice Mail Pilot number.

　　D. Within the IP IVR queue step, use the IP IVR Set Enterprise Call Data Step; in the ICM routing script, send the

　　call to a label node that is the Voice Mail Box extension number.

　　Answer: D

　　38. When installing Cisco Unified IP IVR version 4.0(1), which three types of LDAP server information must be

　　configured? (Choose three.)

　　A. LDAP server type

　　B. LDAP server host name or IP address

　　C. Cisco LDAP license file

　　D. LDAP administrator password

　　E. LDAP language codec

　　F. Fully Qualified Domain Name of the LDAP server

　　Answer: ABD

　　39. The Cisco Unified ICM Call Type Manager is accessed from the ICM Script Editor. Which two options are

　　purposes of the Call Type Manager? (Choose two.)

　　A. to schedule a routing script

　　B. to schedule an administrative script

　　C. to create a dialed number mapping to a call type

　　D. to determine what call type data is available for reporting

　　E. to map caller entered digits to the call type

　　Answer: AC

　　40. In a Cisco Unified Contact Center Enterprise deployment, with IP IVR for queuing, if the agent's Cisco

　　Unified Communications Manager subscriber fails, what is the expected result?

　　A. The call in progress is dropped and the agent has to log in again after the phone resets.

　　B. The call in progress is put on hold while the phone re-registers to another subscriber in the cluster and is

　　automatically re-connected when the phone is reset.

　　TestInside 642-242 C. The call in progress is not impacted; however, the phone re-registers at the end of the call.

　　D. The call in progress is not impacted and the agent can transfer/conference and perform other phone features

　　without any impact.

　　Answer: C

　　41. In the Cisco Unified Contact Center Enterprise solution, reason codes are available for Cisco Agent Desktop

　　deployments starting with the 7.1.1 release of Cisco Agent Desktop. Reason codes are assigned to agents using

　　which of the following tools?

　　A. Cisco Unified ICM Configuration Manager

　　B. Cisco Unified Contact Center Enterprise Web Administration Tool

　　C. CAD Cisco Desktop Administrator

　　D. Microsoft Windows Registry of the Cisco Agent Desktop server

　　Answer: C

　　42. The reason codes for the Cisco CTI OS Desktop clients are controlled by the registry keys of the CTI OS

　　Server. What type of reason code is the "Lunch Break" code shown above?

　　TestInside 642-242

　　A. a Not Ready reason code

　　B. a Logout reason code

　　C. an Inbound wrap up reason code

　　D. an Outbound wrap up reason code

　　Answer: B

　　43. What is the purpose of the Cisco Unified ICM Configuration Manager (ConfigManager)?

　　A. a centralized web-based tool for System Unified Contact Center Enterprise Configuration

　　B. to view and update the configuration information in the ICM database

　　C. a tool to create, modify, or delete ICM databases and estimate the size of the databases

　　D. a program to allow access to the various applications that administer the Cisco Agent Desktop and Cisco

　　Supervisor Desktop

　　Answer: B

　　44. When creating a dialed number in the Cisco Unified ICM Configuration Manager, it is necessary to select

　　Permit Application Routing for which of the following?

　　A. passing ECC variables to the Cisco Unified IP IVR to play messages to callers in queue

　　B. when a type 9 VRU has been specified in ICM Configuration Manager Network VRU Explorer

　　C. for parent/child deployments where the parent will route calls to this dialed number

　　D. if this dialed number will be used as a label in a translation route to VRU

　　Answer: C

　　45. When configuring an agent device target in the Cisco Unified Contact Center Enterprise, what is the correct

　　format for the entry?

　　A. in the Config Parameter setting, /devtype 7960 /dn 9991213333, where 9991213333 is the agent extension

　　B. in the Config Parameter setting, /devtype CiscoPhone and the agent extension in the Global Address setting

　　C. in the Config Parameter setting, /devtype CiscoPhone /dn 9991213333, where 9991213333 is the agent

　　extension

　　D. in the Config Parameter setting, /devtype 7960 /dn 999121000 /ext 3333 where the number to reach the agent

　　site is 999121000, and the agent extension is 3333

　　Answer: C

　　TestInside 642-242 46. In the Cisco Unified Contact Center Enterprise, using the CTI OS Desktop there is a standard button for

　　"Emergency Assist," which will find the team supervisor and bring them into the call. Using the Agent Desk

　　Settings above, how is the supervisor brought into the call?

　　A. The supervisor will get a conference call from the agent, with just the agent first, then they can join the caller,

　　and a CTI message will be sent to the call recording system to record this call.

　　B. The supervisor will be joined into a conference with the agent and caller automatically, and a CTI message will

　　be sent to the call recording system to record this call.

　　C. The supervisor will be joined to a conference with the caller and the agent will be dropped from the call once

　　the supervisor is connected, and a CTI message will be sent to the call recording system to record this call.

　　D. The agent will have to manually consult the supervisor on their second line of the Cisco IP Phone, and a CTI

　　message will be sent to the call recording system to record this call once the supervisor is on the line.

　　Answer: B

　　47. A default label can be configured for a dialed number in the Cisco Unified ICM Configuration Manager. This

　　default label is used under which two circumstances? (Choose two.)

　　A. It is the default and is used in all situations.

　　B. If a target cannot be determined within the timeout threshold of the routing client.

　　C. If an ICM routing script reaches an End node without having produced a target.

　　D. If a RONA event occurs when attempting to deliver a call to an agent.

　　E. If an agent call fails due to call admission control.

　　Answer: BC

　　TestInside 642-242 48. 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

　　Answer: B

　　49. The Cisco Unified ICM Call Tracer tool allows ICM script developers to simulate calls in routing scripts for

　　testing purposes. Given this script and Call Tracer output, what can you conclude?

　　A. There were no agents logged into Skill Group 1.

　　B. There were no agents in Skill Group 1 in the Available state.

　　C. There was no default label defined for this dialed number (EXAM_2).

　　D. This is not a valid script and would not produce a route.

　　Answer: B

　　50. In the Cisco Unified Contact Center Enterprise solution, what is a dialed number associated with in the ICM

　　configuration database?

　　A. an agent phone

　　B. an IP IVR port

　　C. a routing client

　　TestInside 642-242

　　D. a device target

　　Answer: C