Unified Communications Contact Center Express Implementation€¦ · 10/04/2012 · will be performed, and no historical reporting will be done during call center open hours. Assume

Unified Communications Contact Center Express Implementation

Number: 642-165Passing Score: 800Time Limit: 120 minFile Version: 1.0

http://www.gratisexam.com/

Cisco 642-165

Unified Communications Contact Center Express ImplementationVersion: 5.0

Exam A

QUESTION 1What happens if all CTI ports for the configured CTI Port Group are busy when a new call arrives?

A. CallManager will forward the call to the directory number configured for forward-on busy for this CTI RoutePoint in CallManager.

B. Caller will receive ringing treatment.C. An exception is raised, but the call is accepted and processed.D. Caller will receive network busy treatment.E. CallManager will forward the caller to the directory number configured in IPCC Express for overflow.

Correct Answer: ASection: (none)Explanation

Explanation/Reference:Explanation:

QUESTION 2Which agent will be selected when the Resource Selection Criteria is set to circular routing?

A. the next available agent, based on the last agent selected and the agent order in the Resources listB. the agent who has been in the Available state for the longest amount of timeC. the next available agent with the highest priority, as determined by the agent order in the Resources listD. the agent assigned to the selected Resource Group and is thus qualified to be selected



QUESTION 3Which two Customer Response Solution deployment scenarios are valid for Cisco Unified Communications?(Choose two.)

A. Contact Center Express communication with ICM via a co-resident PGB. Contact Center Express using the Enterprise CTI-OS toolkitC. IP IVR integrating with the Enterprise version to function as a queue point and self-service platformD. Contact Center Express communicating with ICM via a standalone PG on an expansion serverE. Contact Center Express using the Enterprise Outbound option

Correct Answer: ACSection: (none)Explanation


QUESTION 4In CRS Administration, what is created on the Communications Manager when you add a Unified CMTelephony group?

A. CRS CTI Route PointB. CTI Ports


C. CRS Call Control GroupD. Communications Manager Call Control Group

Correct Answer: BSection: (none)Explanation


QUESTION 5Which interface is used to configuration debug parameter for log files?

A. Data store control centerB. Alarm and Trace ConfigurationC. System parameterD. Control center



QUESTION 6What is the main function of the CRS Editor?

A. remotely manages the LDAP DirectoryB. creates CRS Engine reportsC. creates application scripts for call flowsD. manages the CRS Server

Correct Answer: CSection: (none)Explanation


QUESTION 7In Cisco Unified Contact Center Express, where is wrap-up data enabled?

A. in CSQ configuration on Application AdministrationB. in workflow groups on Cisco Desktop Administrator

C. in the Cisco Supervisor DesktopD. in resource configuration on Application Administration



QUESTION 8Refer to the exhibit.

What is the purpose of the Repair button in the Cisco Unified Contact Center Express 5.0 Installation Wizard?

A. repair the Cisco Unified Communications Manager cluster associated with this Cisco CRS systemB. remove a version of Cisco CRS that the user had attempted but failed to remove previouslyC. recover a Cisco CRS systemD. reinstall the same version of Cisco CRS on top of the currently installed version



QUESTION 9What is a benefit of using sub flows?

A. creates a framework for CRS Server status reportingB. decreases latency through increased bandwidth on CRS ServerC. collects information about callers to agentsD. decreases the amount of flowsE. provides more efficient management of flows that are called by multiple other flows

Correct Answer: ESection: (none)

Explanation


QUESTION 10In the CRS Application Editor, where do you start the debugger?

A. ToolbarB. Step paletteC. Variable windowD. Design window



QUESTION 11How many license should be bought total user 250,150 logged,30 agent to answer outbound calls,20 agentsable to answer end?

A. 150B. 180C. 200D. 250



QUESTION 12What formula do you use to calculate the number of Voice Gateway ports?

A. Erlang BB. Erlang AC. Erlang CD. IVR ports + agent phones



QUESTION 13What does it mean for a variable in the Application Editor to be defined as a parameter?

A. The variable can be used to pass data to and from VoiceXML applications.

B. The variable can be used in conditional steps.C. The value for that variable can be supplied via Application Configuration in Application Administration.D. The variable can be used to pass data to and from subflows.E. The value for that variable is defined by the calling application.

Correct Answer: ESection: (none)Explanation


QUESTION 14Which deployment option is invalid for Cisco Unified Contact Center Express v. 5.0?

A. a two-node Contact Center Express cluster connected to a Communications Manager clusterB. two Contact Center Express clusters, each with two nodes, connected to the same Communications

Manager clusterC. a one-node Contact Center Express cluster connected to two Communication Manager clustersD. a one-node Contact Center Express cluster connected to a Communication Manager Express router



QUESTION 15Which step library is included in the license for Cisco Unified CCX Standard?

A. ICM stepsB. e-mail stepsC. database stepsD. document steps

Correct Answer: DSection: (none)Explanation


QUESTION 16An Cisco Unified Contact Center Express 4.0 deployment requires support for 20 concurrently logged-inagents. The agents are split across two remote sites, and the high-availability Cisco CRS Engine, DatabaseServer, VoIP Monitoring, and Recording server processes run at a central data center. The agents will be usingCAD with Cisco Unified IP Phone 7960G and end-point monitoring. Very little recording and silent monitoringwill be performed, and no historical reporting will be done during call center open hours. Assume the minimumnumber of servers is desired. How many Cisco Unified Contact Center Express hardware servers would berequired for this Cisco Unified Contact Center Express deployment?

A. 5B. 2C. 1

D. 3E. 4



QUESTION 17A Cisco Unified Contact Center Express deployment must have the following characteristics:

High AvailabilityCisco Unified Contact Center Express 4.0two remote sitesagent pool split evenly between both sites3 concurrent supervisors20 concurrent agents

agents using Cisco IP Phone Agent and Citrix terminals silent monitoring and recording in use no historicalreporting during call center open hours What is the minimum number of servers needed to support thisconfiguration?

A. six serversB. five serversC. three serversD. two serversE. the answer depends on where the supervisors are locatedF. four servers

Correct Answer: FSection: (none)Explanation


QUESTION 18Which feature is added when upgrading from the Enhanced to Premium Cisco Unified Contact CenterExpress?

A. keystroke macrosB. HTTP-based triggerC. a wrap-up timerD. agent-to-agent text chattingE. supervisory recording



QUESTION 19

Which action blocks further inbound and preview outbound calls when an agent is presented with a previewoutbound call?

A. Reject-closeB. Cancel ReservationC. SkipD. Reject



QUESTION 20Which step is designed to prompt a user to press or say a single-digit number to perform a specific function?

A. Get Call Contact InfoB. MenuC. Extended Get Digit StringD. Get Digit String



QUESTION 21What issues notification messages for CRS engine errors?

A. CDPB. syslogC. SNMP TrapD. Alarm



QUESTION 22For which Cisco Unified Contact Center Express 5.0 packages is the preview outbound dialer available?

A. Enhanced and Premium Cisco Unified Communications Manager and Unified Communications ManagerExpress packages

B. Premium Cisco Unified Communications Manager Express packagesC. Enhanced and Premium Cisco Unified Communications Manager packagesD. Premium Cisco Unified Communications Manager packages

Correct Answer: D

Section: (none)Explanation


QUESTION 23If an existing script is uploaded to the CRS, what does it ask?

A. Do you want to save the application?B. Do you want to refresh the script?C. Do you want to debug the script?D. Do you want to return to Script Management?



QUESTION 24Which three are steps in adding a CRS application? (Choose three.)

A. configure default session timeoutB. create a triggerC. restart the CRS engineD. upload script to repositoryE. create an application

Correct Answer: BDESection: (none)Explanation


QUESTION 25What tool is used to estimate the hardware server resources required for an IPCC Express deployment?

A. CRS Applications AdministrationB. Configuration and Ordering ToolC. IPC Resource CalculatorD. CTI Port Calculator



QUESTION 26What is the maximum number of agents supported on a Cisco Unified Communications Manager Expressdeployment?

A. 10 agentsB. 50 agentsC. 300 agentsD. 100 agents



QUESTION 27What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool?

A. orders with less than five seatsB. orders for upgrading from standardC. orders for adding more seatsD. all orders require using the IPCC Express Configuration and Ordering ToolE. orders for coresident deployments



QUESTION 28Which criterion can be used to control supervisor workflows?

A. number of calls abandonedB. number of agents logged inC. average talk durationD. duration of oldest call in queue



QUESTION 29Which feature is available on Cisco Unified Contact Center Express with Cisco Unified CommunicationsManager Express deployments?

A. barge-in on Cisco Supervisor DesktopB. preview outbound dialerC. high availabilityD. wrap-up data

Correct Answer: DSection: (none)

Explanation


QUESTION 30What can help expose problems with script logic or validity by simulating the execution of a script?

A. script refreshB. script validationC. debug sessionD. Alarm and Trace Configuration



QUESTION 31During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will beexecuted?

A. Connection Not AvailableB. SQL ErrorC. SuccessfulD. Timeout



QUESTION 32Where are users managed and their data stored in Cisco Unified Communications Manager Express?

A. in Communications Manager Express with user data stored in the Communications Manager Expressdatabase

B. in Application Administration with user data stored in the Communications Manager Express databaseC. in Application Administration with user data stored in the Cisco Unified Contact Center Express databaseD. in Communications Manager Express with user data stored in the Cisco Unified Contact Center Express

database



QUESTION 33Which interface is used to configure debug parameters for log files?

A. Control CenterB. Custom File ConfigurationC. Datastore Control CenterD. Alarm and Trace Configuration



QUESTION 34The CRS Installer is used to perform which functions? (Choose three.)

A. back up CRS dataB. activate CRS componentsC. repair a CRS installationD. remove a CRS installation (uninstall)E. back up CallManager dataF. install CRS software

Correct Answer: CDFSection: (none)Explanation


QUESTION 35What should you set the Client Configuration to when configuring the ODBC Data Source for the DatabaseSubsystem?

A. MultiprotocolB. Named PipesC. TCP/IPD. NWLink IPX/SPX



QUESTION 36You are designing a Cisco Unified Contact Center Express system with three requirements:

250 configured agents 150 agents maximum logged in at any given time 30 agents able to make outbound callsHow many seats should be purchased?

A. 120 seats with 30 outbound seatsB. 150 seats with 30 outbound seatsC. 180 seats with 30 outbound seatsD. 250 seats with 30 outbound seats



QUESTION 37Which two releases require physical media to be ordered and received prior to patching or upgrading CiscoUnified Contact Center Express? (Choose two.)

A. Major ReleaseB. Minor ReleaseC. Engineering SpecialD. Service ReleaseE. Maintenance Release

Correct Answer: ABSection: (none)Explanation


QUESTION 38Where are CTI route points added or configured for Cisco Unified Contact Center Express?

A. Cisco Unified Contact Center Express Media SubsystemB. Cisco Unified CallManager Device ConfigurationC. Cisco Unified Contact Center Express Directory ManagementD. Cisco Supervisor DesktopE. Cisco CRS Administration, JTAPI Trigger Creation



QUESTION 39Which three components are installed from the Cisco CRS Installer media? (Choose three.)

A. iPlanet Web ServerB. Cisco CRS EngineC. Cisco RecordingD. Cisco IP Telephony Windows 2000 Server OSE. Cisco Unified CallManagerF. MS SQL Server

Correct Answer: BCFSection: (none)Explanation


QUESTION 40By which ways does remote monitoring allow the monitored call to be selected? (Choose two.)

A. by CSQ IDB. by Agent NameC. by agent extensionD. by application IDE. by media group ID



QUESTION 41In addition to writing information to a trace file, the Cisco CRS System sends standard event logging messagesto a syslog server through which service?

A. SNMP TrapB. Win32C. AlarmD. CDP



QUESTION 42What formula do you use to calculate the number of agents in a Call Center?

A. Erlang CB. VG ports + IVR portsC. AHT * BHCAD. Erlang B



QUESTION 43What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 7.0 Standarddeployment?

A. 300

B. varies based on the number of expansion serversC. varies based on the number of configured applicationsD. 150E. 200



QUESTION 44How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop(CSD)?

A. two languages for the CAD and one language for the CSD "Pass Any Exam. Any Time." -www.actualtests.com 16

B. two languages for both the CAD and the CSDC. one language for both the CAD and the CSDD. one language for the CAD and a different language for the CSD



QUESTION 45A preview outbound dialer uses which source and destination resources?

A. a CTI port to the customerB. the ACD line of the agent to the customerC. the agent's personal line to the customerD. a CTI port to the agent, then redirected to the customer



QUESTION 46Which interface do the Cisco Unified Communications Manager and Cisco Unified CCX use for call control?

A. AXLB. HTTPC. LDAPD. JTAPI



QUESTION 47Which two tasks must an administrator perform on Cisco desktop admin to support presence?

A. Assign contact list to a CSQB. Assign contact list to workflowC. Assign an SME to a contact listD. Assign a contact list to a skillE. Assign and sort to a CSQ

Correct Answer: BCSection: (none)Explanation


QUESTION 48Which of the following is not a CRS Telephony or Media Subsystem?

A. Cisco MediaB. JTAPIC. VXMLD. MRCP ASR



QUESTION 49You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automaticallyconfigured on your CallManager?

A. CTI dialogue control portB. CTI Route PointC. Dialogue groupD. CTI Route Point association with JTAPI user

Correct Answer: BDSection: (none)Explanation


QUESTION 50Which two features are added when upgrading from IPCC Express Standard to Enhanced? (Choose two.)

A. Agent Routing

B. Historical ReportingC. Conditional RoutingD. Prioritized Queueing

Correct Answer: ADSection: (none)Explanation


QUESTION 51Which statement is true about the default script field when adding an application?

A. When a caller does not enter a choice in a Menu step, it will execute the default script.B. Any problems running the configured script will cause the default script to be executed.C. When the caller enters a digit in the Menu steps that is not defined, the default script will be executed.D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script

will be executed.



QUESTION 52Which step can be used to trap runtime script errors and recover gracefully?

A. setB. call subflowC. on exception gotoD. get reporting statistic



QUESTION 53Presence integration is a cisco unified CC feature available in which of these packages?

A. premium, enhanced, and standardB. premium onlyC. premium with high availablility onlyD. premium and enhanced



QUESTION 54Which step would you use to get information about the number of contacts currently in queue?

A. get contact infoB. get session infoC. get call contact infoD. get reporting statistics



QUESTION 55Which three tasks are supported by the cisco supervisor desktop?

A. push a web page to an agent's cisco agent desktopB. chat with a agentC. log in an agentD. change an agent's state to readyE. send an email to an agent

Correct Answer: ABDSection: (none)Explanation


QUESTION 56A preview out bound dialer uses which source and destination resources?

A. A CTI port to the customerB. ACD line of the agent to the customerC. the personal line of the agent to the customerD. a CTI port agent then redirected to the customer



QUESTION 57The Cisco CRS Server must be configured to communicate and interoperate with Cisco Call Manager. Whichtwo must be configered on the Cisco CRS Server? (Choose two)

A. Repository Manager to load applicationsB. JTAPI subsystem with the CTI port group

C. Database subsystem communication with LDAP directory.D. JTAPI subsystem with the user created in Cisco Call Manager.



QUESTION 58In the Cisco IP Telephony architecture, what is the purpose of the Cisco Call Manager?

A. Connects the enterprise IP Telephone network to the PSTN.B. Stores configuration infromartion and application scripts for CRS.C. Provides basic services for Voice over IP, and manages gateways.D. Allows designers to create, modify and debug CRS Application scripts.



QUESTION 59Which two components are installed from the CRS Installer CD? (Choose two)

A. ServiceabilityB. Language Pack


C. MS SQL ServerD. iPlanet WEb ServerE. Windows 2000 Server OS



QUESTION 60Once an email is sent by the CRS application, the call is kept wait until ...

A. ...a transaction timeout occursB. ...a config wait time is reachC. ...the message is accept by the email server

D. ... the receptian acknowledges receipt of the email



QUESTION 61Which step must be executed before a DB Get step?

A. AcceptB. DB ReadC. DB WriteD. DB Release


Explanation/Reference:Explanation: After getting data from a database, releasing the dedicated resources is needed.

QUESTION 62What two things happen when the CRS Publisher Database on an HRDB expansion server fails?

A. All call processign immediately begins using the CRS Subscriber Database.B. Calls in the queue are droppedC. Agent calls are dropped.D. CRS conffiguration changes are blocked until the CRS Publisher Database is restored and syncronized with

the CRS Subscriber Database



QUESTION 63Which one is the Enhanced premium on cc express?

A. HTTP-based triggerB. Wrap-up timeC. Keystroke macrosD. Supervisor recordingE. Agent to agent text chatting



QUESTION 64The Call Redirect step sends a caller to a device that does not answer. Which branch of the step is executed?

A. BusyB. InvalidC. SuccessfulD. Unsuccessful



QUESTION 65A customer with IPCC Express Standard reports that a script using the Database steps is not working. What isthe most likely root cause?

A. The script probably has an error in the DSN configuration.B. IPCC Express Standard is not licensed for Database steps.C. The script probably has an error in the query string.D. There is probably an interoperability problem between IPCC Express and the database.



QUESTION 66How does the CRS Server know that it has received an ASR-enabled contact?

A. The workflow has ASR steps in it.B. The contact is on an ASR Dialogue Group channel.C. The contact is on a JTAPI Call Control Group channel.D. The contact is on a Cisco Media Dialogue Group channel.



QUESTION 67Which branch of the step is performed when the Call Redirect step sends a caller to a device not existing in theCallManager?

A. SuccessfulB. InvalidC. Unsuccessful

D. Busy



QUESTION 68What happens when the CRS Engine fails in a High-Availability CRS deployment?

A. All activities fail over without any loss of data or dropping any calls.B. All current agent calls are dropped.C. All callers on active CTI ports are dropped.D. The standby CRS Engine starts, processing new calls immediately.



QUESTION 69Which step must be executed before an email can be sent?

A. Send EmailB. Attach EmailC. Create EmailD. Delete Email



QUESTION 70What CRS Server configuration enabled the CRS Server to fail over to a secondary Call Manager when theprimary Call Manager fails?

A. The LDAP Directory must have a secondary profile configuredB. No special configuration is required. Call Manager maintains the failover.C. There must be a second JTAPI user configured with an alternative range of CTI ports.D. the CRS Server's JTAPI Provider must be configured with secondary Call Manager's IP address following

the primaries.



QUESTION 71A Cisco Unified Contact Center Express 7.0 deployment requires support for 20 concurrently logged-in agents.The agents are split across two remote sites, and the high-availability Cisco Unified CCX Engine, Database,VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using CADwith Cisco Unified IP Phone 7960G and end-point monitoring. Very little recording and silent monitoring will beperformed, and no historical reporting will be done during call center open hours.

What is the minimum number of Cisco Unified Contact Center Express hardware servers required for this CiscoUnified Contact Center Express deployment?

A. 1 serverB. 2 serversC. 3 serversD. 4 serversE. 5 servers



QUESTION 72Which tool is used to size Cisco Unified CCX?

A. Analysis ManagerB. Cisco Unified Communications Sizing ToolC. Expert AdvisorD. Cisco Unified Real-Time Monitoring Tool



QUESTION 73Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choosethree)

A. collect trace filesB. stop and start Cisco Unified CCX servicesC. view syslog messagesD. perform backup and restore functionsE. monitor the health of the Cisco Unified CCX system

Correct Answer: ACESection: (none)Explanation


QUESTION 74

Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, and otherintermediate security threats?

A. Microsoft SQL Server 2000B. Microsoft management ConsoleC. Cisco Security AgentD. Quality Manager



QUESTION 75Which three statements describe the importing of contacts into a Cisco Unified Contact Center Expresscampaign?

A. Phone1 is the only mandatory field.B. Up to three custom fields can be added.C. List filtering for "Do Not Call" is unsupported.D. When records have matching phone numbers, only one record is created.E. Imports can be automatically executed on a weekly basis.

Correct Answer: ACDSection: (none)Explanation


QUESTION 76You are designing a Cisco Unified Contact Center Express system with four requirements:

250 configured agents150 agents maximum logged in at any given time30 agents able to make outbound calls20 agents able to answer emails

How many premium seats should be purchased?

A. 150 seatsB. 180 seatsC. 200 seatsD. 250 seats



QUESTION 77Which of the following is not an input that is required when you install Cisco Unified CCX?

A. application usernameB. platform administrator usernameC. IP addressD. default languageE. time zone



QUESTION 78An organization wants to collect an account number from a customer via IVR prompting. Then, using akeystroke macro, the customer wants to insert the account number into the account number field in theagentaTMs CRM desktop application. The keystroke macro will also initiate the CRM desktop application,executing a database lookup from the CRM Database server to retrieve the customer record. Assuming theorganization wants the lowest cost solution, what product does this organization need for this capability?

A. Cisco Unified CCX StandardB. Cisco Unified CCX EnhancedC. Cisco Unified CCX PremiumD. Cisco Unified CCX EnterpriseE. Cisco Unified IP IVR



QUESTION 79In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express,which feature is disabled on the Cisco Agent Desktop?

A. recordingB. monitoringC. embedded browserD. call-control buttons



QUESTION 80In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab?(Choose three.)

A. to invoke a specified method of a custom Java class

B. to reference a variable of a custom Java ObjectC. to pass variables between two different workflowsD. to create an object for the purpose of executing methods on a remote computerE. to get a reference to the Contact and Session statesF. to allow for arguments to be passed to a specified method

Correct Answer: ABFSection: (none)Explanation


QUESTION 81Where can you start, stop, and restart Cisco unified Contact Center Express services?

A. Control Center on Cisco Unified Contact Center Express ServiceabilityB. System page on Cisco Unified Contact Center Express AdministratorC. Cisco Desktop AdministratorD. Cisco Unified Communications Operating System Administrator



QUESTION 82Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browserwithin the Cisco Agent Desktop?

A. Premium onlyB. Enhanced and Premium onlyC. Standard, Enhanced, and PremiumD. Cisco Unified Contact Center Express does not support an embedded Internet browser



QUESTION 83In Cisco unified ccx, where is wrap-up data enabled?

A. In the Cisco supervisor desktopB. In csq configuration on application administratorC. On work flow groups on Cisco desktop work flow admD. In resource configuration or app adm



QUESTION 84If an existing script is uploaded to the Cisco Unified CCX, what does Cisco Unified CCX ask?

A. Do you want to debug the script?B. Do you want to refresh the script?C. Do you want to save the application?D. Do you want to validate the script?



QUESTION 85Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by asupervisor who does not have administrative privilege? (Choose three)

A. Delete a resource groupB. Remove a skill from a CSQC. Enable automate work on a CSQ.D. Modify the skill competence level of an agentE. Create a resourceF. Delete a skill

Correct Answer: BCDSection: (none)Explanation


QUESTION 86Which two items are auto installed on the Cisco ccx server by the Cisco unified contact center installer?

A. IVR promptB. Cisco agent desktopC. Cisco desktop work flow admD. Cisco unified communication managerE. Work flow management



QUESTION 87Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose

three)

A. graphical reportsB. dockable windowsC. access to chat logsD. URL push to agentsE. send an email to an agentF. send a call in queue to a specific agent



QUESTION 88Which subsystem handles connection between CCX and enterprise database?

A. MediaB. JTAPIC. DatabaseD. Application



QUESTION 89Which two items are automatically installed on the Cisco Unified CCX server by the Cisco Unified ContactCenter Egress Installer? (Choose two)

A. IVR System PromptsB. Cisco Supervisor DesktopC. Unified Communications Operating SystemD. Cisco Unified Communications ManagerE. Workforce ManagementF. Desktop Work Flow Administor

Correct Answer: AFSection: (none)Explanation


QUESTION 90The Cisco Unified CCX license MAC is generated based on which three items?

(Choose three)

A. Hostname

B. IP addressC. gateway addressD. physical MACE. Cisco Unified CCX version

Correct Answer: ABCSection: (none)Explanation


Topic 2, Volume B

QUESTION 91Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCXdeployment?

A. IPC Resource CalculatorB. CT1 Port CalculatorC. Cisco Unified Communications Sizing ToolD. Cisco Unified CCX Applications Administration



QUESTION 92If DB Get is done after a DB read that return 0 row, which branch of the DB Get step will be executed?

A. no dataB. time outC. SQL errorD. Successful



QUESTION 93In the Cisco IP Telephone architecture, what is the purpose of the Gateway?

A. Connects the enterprise IP Telephony network to the PSTN.B. Stores configuration information and application scripts for the CRS.C. Provides basic services fro Voice over IP and manages gateways.D. Allows designers to create, modify, and debug CRS Application scripts.

Correct Answer: ASection: (none)

Explanation


QUESTION 94Presence integration is a Cisco unified CCX feature available in which of these packages?

A. premium, enhanced, and standardB. premium onlyC. premium with high availability onlyD. premium and enhanced\



QUESTION 95Agent Email is a Cisco Unified CCX feature available in which of these packages?

A. Premium enhanced, standardB. PremiumC. Premium & stdD. Premium and enhanced



QUESTION 96What is the maximum number of concurrent emails an agent can have?

A. 1 emailB. 2 emailsC. 5 email sD. 10 emails



QUESTION 97How do you remove a phantom call (sometimes also referred to as ghost call) that is stuck in queue in the CSQreal-time report?

A. log out all agents

B. restart the browser-based real-time reporting clientC. select the phantom call from the list of waiting contacts and select clear contact from the tools menuD. reset the real-time reports



QUESTION 98If you have not configured the database subsystem, what is the status of the database subsystem on thecontrol center page of AppAdmin?

A. partial serviceB. out of serviceC. shutdownD. not configured



QUESTION 99Which three tasks can an agent perform using email?

A. save the response as a draftB. send the response to the supervisor for reviewC. transfer the email to another CSQD. transfer the email to another agentE. delete the emailF. mark the email as junk

Correct Answer: ABCSection: (none)Explanation


QUESTION 100Which type of information is available from the cisco unified contact center express control center?

A. database replication statusB. system parameters configurationC. date and time of most recent failureD. cisco unified communications manager cluster status

Correct Answer: CSection: (none)

Explanation


QUESTION 101Which configuration enables a cisco unified contact center express server to fail over to

a secondary cisco unified communications manager server when the primary server fails?

A. no special configuration is neededB. configure LDAP with a secondary phoneC. configure a second cisco unified communications manager telephone user with an alternate range of CTI

portsD. configure the telephone provide with a primary and secondary cisco unified communications manager IP

address



QUESTION 102Which three tasks can an agent perform on the cisco agent desktop?

A. chat with an SMEB. send an email to an SMEC. send enterprise data to an SMED. transfer a call to an SMEE. see the ACD state of an SME

Correct Answer: ACDSection: (none)Explanation


QUESTION 103Which two features are added when upgrading from Cisco unified CCX standard to enhanced?

A. agent routingB. historical reportingC. conditional routingD. priority queuing



QUESTION 104Which two are possible root causes for the application subsystem going into partial service status? (Choosetwo)

A. Cisco unified communications manager telephone provider problemB. CTI route point problemC. CTI port group problemD. script problemE. system deadlock problem

Correct Answer: DESection: (none)Explanation


QUESTION 105In a cisco unified contact center express deployment with cisco unified communications manager express.Which feature is able on the cisco agent desktop?

A. recordingB. monitoringC. embedded browserD. call-control buttons



QUESTION 106Select a statement about the Call subflow step that is not true

A. a subflow can access all vanables in the calling scriptB. when the call subflow step executes. you can transfer values of variables from the calling flow to the subflowC. after the call subflow step exrcutes. you can transfer values of variables from the subflow to the calling flowD. the same subflow can be invoked from different scripts



QUESTION 107Which two items are automatically installed on the Cisco unified CCX server by the Cisco unified contact centerexpress installer?(choose two)

A. IVR system promptsB. Cisco agent desktopC. Cisco desktop work flow administrator

D. Unified Communications Operating SystemE. workforce management



QUESTION 108Where are Cisco Unified CCX users managed and their data stored when deployed with Cisco Unifiedcommunications manager express?

A. in Cisco Unified communications manager express with user data stored in the Cisco Unified contact centerexpress database

B. in application administration with user data stored in the Cisco Unified contact center express databaseC. in Cisco Unified communications manager express with user data stored in the Cisco Unified

communications manager express databaseD. in application administration with user data stored in the Cisco Unified communications manager express

database



QUESTION 109Which of these mail stores supported by agent email?

A. Yahoo mailB. Lotus NotesC. Microsoft ExchangeD. gmail



QUESTION 110Which three tasks are supported by the Cisco unified CCX editor? (Choose three)

A. perform reactive debugging without connecting to the Cisco unified CCX clusterB. save a script in repositoryC. insert breakpoints in a scriptD. create final variablesE. export a script to XML format

Correct Answer: BCESection: (none)

Explanation


QUESTION 111Which three components can or will be installed from the Cisco Unified CCX installer media? (Choose three)

A. iplanet web serverB. Cisco Unified CCX engineC. Cisco IP telephony windows 2003 server OSD. Cisco unified communications managerE. recording componentF. MS SQL server

Correct Answer: BEFSection: (none)Explanation


QUESTION 112With which product is Cisco unified CCX integrated in order to allow an agent to chat with an SME using CAD?

A. cisco unified presenceB. IP phone messengerC. webex connectD. Microsoft office communicator



QUESTION 113What is a benefit of using subflows?

A. decreases the amount of flowsB. collects information about callers to agentsC. creates a framework for CRS Server status reportingD. decreases latency through increased bandwidth on CRS ServerE. provide more efficient management of flows that are called by multiple other flows



QUESTION 114In a high availability scenario, what is the longest expected downtime for a Cisco Agent Desktop failover?

A. 30 secondsB. 45 secondsC. 10 secondsD. 60 seconds



QUESTION 115CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities? (Choosetwo.)

A. Monitoring of Cisco voice elementsB. Diagnostic trace tools to analyze connectivityC. Problem alerts for operations personnelD. User Tracking to track IP telephonesE. Tool to collect syslog messages from multiple sources



QUESTION 116Which configuration enables a Cisco Unified Contact Center Express server to fail over to a secondary CiscoUnified Communications Manager server when the primary server fails?

A. Configure LDAP with a secondary profile.B. Configure a second Cisco Unified Communications Manager telephony user with an alternate range of CTI

ports.C. Configure the telephony provider with a primary and secondary Cisco Unified Communications Manager IP

address.D. No special configuration is needed.



QUESTION 117How is the default e-mail address in the E-mail Subsystem Configuration page used?

A. It receives all mail sent in the Send E-mail step as a bcc.B. It is used if no e-mail contact is specified in the Create E-mail step.C. It becomes the From address in the Send E-Mail step if no address is specified.D. It automatically receives alarms generated by the Cisco CRS Server.



QUESTION 118An organization wants to collect an account number from a customer via IVR prompting. Then, using akeystroke macro, they want to pop the account number into the account number field in the agent's CRMdesktop application. The keystroke macro will also initiate the CRM desktop application, executing a databaselookup from the CRM Database server to retrieve the customer record. Assuming the organization wants thelowest cost solution, what product does this organization need for this capability?

A. IPCC Express PremiumB. IP IVRC. IPCC Express StandardD. IPCC Express EnhancedE. IPCC Enterprise



QUESTION 119What does CSQ stand for in Cisco Unified Contact Center Express?

A. Common Service QueueB. Contact Skill QueueC. Common Skill QueueD. Contact Service QueueE. Competence Skill QueueF. Competence Service Queue



QUESTION 120What allows you to monitor the system performance of the Cisco CRS System (CPU, memory, etc.)?

A. Microsoft Windows 2000 Performance MonitoringB. CRS Application AdministrationC. Cisco Supervisor DesktopD. CRS Application EditorE. Cisco Desktop Administrator

Correct Answer: A



QUESTION 121Which Cisco Unified Contact Center Express deployment scenario is valid?

A. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.1B. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.0C. Cisco Unified Contact Center Express 5.0 with Cisco Unified Communications Manager 5.0D. Cisco Unified Contact Center Express 4.5 with Cisco Unified Communications Manager 4.3



QUESTION 122How is product licensing stored and viewed in Cisco Unified Contact Center Express 4.0?

A. stored in local files, viewed in Cisco CRS Application AdministrationB. stored in LDAP, viewed in Cisco CRS Application AdministrationC. stored in local files, viewed in Cisco CRS License Update UtilityD. stored in LDAP, viewed in Cisco CRS License Update Utility



QUESTION 123How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?

A. Configure it as a Random Container Prompt.B. Configure it as an Escalating Container Prompt.C. Configure it as a Generated Prompt.D. Configure it as a Concatenated Container Prompt.



QUESTION 124Which Cisco ccx plate form set support the use of an embedded browser?

A. Enhanced & premium

B. PremiumC. EnhancedD. NoneE. Premium standardF. Enhanced standard



QUESTION 125Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0 SupervisorDesktop? (Choose three.)

A. dockable windowsB. graphical reportsC. multi-tab browsersD. URL push to agents



QUESTION 126What is the maximum number of agents supported for CCM co-resident installations?

A. 20B. 15C. 5D. 10



QUESTION 127When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow?

A. No.B. Yes.C. Yes, but they must be manually created in both flows and have the same name.D. Yes, but they must be manually passed via input and output mapping.



QUESTION 128The use of 7845-I2 or 7845-H2 servers allows Cisco Unified CCX 5.0 to support more of which of the following?

A. IVR portsB. VXML portsC. simultaneous reporting sessionsD. agents



QUESTION 129What is the Flush Input Buffer setting used for in the Input tab of the Menu step?

A. to prevent the caller from entering a menu choice before the prompt has playedB. to clear the value of the menu choice before the prompt is playedC. to release memory held by the prompt variableD. to prevent the previous value from being used again on the menu choice



QUESTION 130Which three server types are supported for the installation of Cisco CRS? (Choose three.)

A. Dell PowerEdge serversB. IBM xSeries Cisco certified serversC. HP DL Cisco certified serversD. Acer Altos serversE. Cisco MCS 78xx serversF. Apple servers

Correct Answer: BCESection: (none)Explanation


QUESTION 131Which phone type has the following support matrix for Cisco Unified Contact Center Express?

version 4.0 unsupported

version 4.5 supported

version 5.0 supported

A. SIPB. MGCPC. SCCPD. H.323



QUESTION 132When a call terminates, which Cisco Unified CCX setting takes precedence over "Automated Available" todetermine the agent's next state?

A. Service Level settingsB. Automatic WorkC. Automatic WrapUpD. Resource Pool selectionE. Prompt for this CSQ



QUESTION 133Which two steps check out a database connection from the connection pool? (Choose two.)

A. DB WriteB. DB ReadC. DB ReleaseD. DB Get



QUESTION 134When would the Cisco Supervisor Desktop fail to show an agent that is logged in?

A. The agent is an IP phone agent.B. The agent is not ready.C. The agent is not on a call.

D. The agent is not in the team currently being viewed by the supervisor.



QUESTION 135What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 5.0 Standarddeployment?

A. 300B. Varies. Based on the number of expansion serversC. Varies. Based on the number of configured applicationsD. 150E. 200



QUESTION 136Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?

A. competence levelsB. Contact Service QueueC. Resource GroupsD. Skill Groups



QUESTION 137Which server or servers combine with redundant Cisco CRS engines to make a valid Cisco CRS 4.0deployment?

A. five recording serversB. a simplex database serverC. five simplex VoIP monitoring serversD. two VoIP monitoring servers and three recording servers


Explanation/Reference:

Explanation:

QUESTION 138The CRS Engine is the handling layer and the interface to all required external supplier systems.Where do you enable the CRS engine?

A. Cluster Setup pageB. Component Activation pageC. Server Setup pageD. Publisher Activation page



QUESTION 139When will a skills-based CSQ that requires a skill competency of four (4) select an IPCC Express agent?

A. if the ICD agent is available and has a skill competency of nine (9) in another skill defined in CRSB. if the ICD agent is available and has a skill competency of one (1) in the required skill for the CSQC. if the ICD agent is available and has a skill competency of seven (7) in the required skill for the CSQD. if the ICD agent is available and has a skill competency of three (3) in the required skill defined in CRS



QUESTION 140Which two serviceability capabilities are provided by CiscoWorks IP Telephony Environment Monitor (ITEM)?(Choose two.)

A. User Tracking to track IP telephonesB. Diagnostic trace tools to analyze connectivityC. Monitoring of Cisco voice elementsD. Problem alerts for operations personnel

Correct Answer: CDSection: (none)Explanation


QUESTION 141What features are supported in a license for IPCC Express 4.0 Enhanced? (Choose three.)

A. database integrationB. prompt and collectC. read HTTP and XML Documents

D. announcements



QUESTION 142Which three of the following are valid CRS deployment scenarios? (Choose three.)

A. High Availability CRS Engines running on hardware from different server classesB. High Availability CRS Engines running on similar hardware from the same server class but from different

vendorsC. High Availability CRS Engines and four simplex VoIP Monitoring ServersD. CCM co-resident deployment on an MCS 7815



QUESTION 143What is the typical number of trunks in a Call Center?

A. equal to half the number of IVR portsB. greater than the number of IVR ports plus the number of agent phonesC. less than or equal to the number of IVR ports plus the number of agent phonesD. twice the number of IVR ports plus the number of agent phones



QUESTION 144How does the Extended Get Digit String step differ from the Get Digit String? (Choose two.)

A. It can be used in conjunction with another step.B. It allows the application programmer into another section of the application.C. Most of the Extended Get Digit String variables can be changed while the application is running.D. It allows the entry of a Boolean expression for the Inter ruptible and Clear DTMF Buffer on Retry fields.



QUESTION 145

What is the default file name for the component trace file?

A. CiscoMIVR.logB. CiscoMADM.logC. CiscoMEDT.logD. CiscoMCVD.log



QUESTION 146How do you start an event-triggered debug session?

A. Select "Start" from the Debug menu in CRS Script Editor.B. Select "Reactive Script..." from the Debug menu in CRS Script Editor.C. Select "Debugging" from the Trace menu in CRS Application Administration.D. Select "Start Trace" from the Trace menu in CRS Application Administration.



QUESTION 147When installing the CRS software on two or more nodes in the same cluster, how do you know it is safe to startinstalling the next node?

A. Wait until the node is completely installed to start installation on the next one.B. After you insert Disk 2.C. A dialog box, "It is now safe to start installing the next node," appears during the installation.D. After Windows OS is installed on the first node.



QUESTION 148Which statement is true about the default e-mail address used in the E-mail Subsystem Configuration page?

A. If no From field is specified with an address in the Send E-mail step, it will use the default.B. All Send E-mail steps are automatically sent as a Blind cc: to the default.C. Alarms that are generated by the CRS Server are automatically sent to it.D. If no e-mail contact is specified in the Create E-mail step, the default is used.

Correct Answer: A



QUESTION 149In a CRS cluster with Standby Servers, which of the following statements are true? (Choose two.)

A. The Standby Server can be installed across the WAN from the active server.B. MS SQL 2000 must be installed for the data stores.C. MS SQL 2000 or MSDE can be installed for the data stores.D. On the Standby Server, you must install the same components that are installed on its corresponding active

server.



QUESTION 150In a redundant IPCC Express deployment, when you add a JTAPI Call Control Group with 100 CTI ports, howmany device records will be added to the CallManager database?

A. CTI Ports are not added by the creation of a Call Control Group.B. CTI ports are no longer required to be added to the CallManager database.C. One hundred devices will be added to the CallManager database.D. Two hundred devices will be added to the CallManager database.



QUESTION 151What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.)

A. WrapUp TimeB. Service LevelC. Overflow CSQD. Automatic Work



QUESTION 152Where do you send the finished configuration and ordering spreadsheet when manual bid assurance isrequired?

A. [email protected]. [email protected]. [email protected]. [email protected]



QUESTION 153Which of the following data is automatically migrated when upgrading from CRS 3.X to CRS 4.0? Select all thatapply.

A. JTAPI Client Information ConfigurationB. Call Recording FilesC. Maintenance ReleaseD. CRS Configuration DataE. User scripts loaded in repository

Correct Answer: ABDESection: (none)Explanation


QUESTION 154What two situations prevent the supervisor from silently monitoring the phone conversation of an agent in IPCCExpress Enhanced? (Choose two.)

A. The agent is logged in and is on the phone.B. The agent is logged in but is not on the phone.C. The supervisor is a participant in a phone call.D. The supervisor has barged in.



QUESTION 155What two types of call treatment are supported by IPCC Express 4.0? (Choose two.)

A. Standard IVR portB. Enhanced IVR portC. prompt-and-collect port (basic)D. IVR port (advanced)

Correct Answer: CD



QUESTION 156How do you debug an application with an Accept step?

A. Select Start from the Debug pulldown, then call the trigger.B. Select Step Over from the Debug pulldown, then call the trigger.C. Call the trigger, and when the workflow answers, select Start from the Debug pulldown.D. Select Reactive Application, then call the trigger and press F10 to step through the workflow.



QUESTION 157How do you obtain CRS license files?

A. They are in the license folder on the CRS CD.B. They are in the license folder on the CallManager CD.C. They are sent by e-mail from Cisco.D. They are in the license folder on the Cisco IPT OS CD.



QUESTION 158Which of the following CRS upgrades are allowed? (Choose three).

A. CRS 2.2 to CRS 3.5B. CRS 3.1 to CRS 4.0C. CRS 2.2 to CRS 4.0D. CRS 3.5 to CRS 4.0



QUESTION 159Contact Center Express communication with ICM via a co-resident PG and IP IVR integrating with theEnterprise version to function as a queue point and self-service platform are two valid Customer ResponseSolution deployment scenarios for Cisco Unified Communications?

A. TrueB. False



QUESTION 160Which three of the following are licensed Cisco CRS 4.0 software products? (Choose three.)

A. IPCC Express (Standard, Enhanced, or Premium)B. IP IVRC. Auto AttendantD. IP Queue Manager



QUESTION 161What are two ways a call can be documented as abandoned? Select two.

A. The agent hangs up on the caller.B. The caller hangs up before reaching an agent.C. The caller hangs up after reaching a session-handled step.D. The caller hangs up before reaching a session-handled step.



QUESTION 162Which feature is disabled on Cisco agent desktop?

A. RecordingB. MonitoringC. Embedded browserD. Call-control button



QUESTION 163Which configuration can have skill assigned to it in Cisco ccx?

A. Contact service queueB. Skill groupsC. Resource groupD. Competence queue



QUESTION 164What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express8.0 Standard deployment?

A. 150B. 200C. 300D. 400



QUESTION 165Which deployment option is invalid for Cisco Unified Contact Center Express?

A. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified CommunicationsManager cluster

B. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified CommunicationsManager clusters

C. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified CommunicationsManager Express router

D. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same CiscoUnified Cisco Unified Communications Manager cluster



QUESTION 166What is the maximum round-trip time between Cisco Unified CCX servers in a WAN deployment?

A. 2 msB. 10 ms

C. 50 msD. 80 ms



QUESTION 167Which two tasks must an administrator perform on Cisco Desktop Administrator to support presenceintegration? (Choose two.)

A. Assign a contact list to a CSQ.B. Assign a contact list to a workflow group.C. Assign an SME to a contact list.D. Assign a contact list to a skill.E. Assign an SME to a CSQ.

Correct Answer: BCSection: (none)Explanation


QUESTION 168Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)

A. iPlanet Web ServerB. Cisco Unified CCX EngineC. Cisco Unified Operations ManagerD. Cisco Unified Communications ManagerE. Recording ComponentF. Informix DB

Correct Answer: BEFSection: (none)Explanation


QUESTION 169Select a statement about the Call Subflow step that is not true.

A. A subflow can access all variables in the calling script.B. When the Call Subflow step executes, you can transfer values of variables from the calling flow to the

subflow.C. After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling

flow.D. The same subflow can be invoked from different scripts.

Correct Answer: A



QUESTION 170What is the purpose of setting the Flush Input Buffer field of the Menu step to true?

A. to release memory held by the prompt variableB. to clear previously entered input before the Menu step executesC. to specify if the step can be interrupted by an agent who becomes availableD. to prevent the caller from entering a menu choice before the prompt has played



QUESTION 171In the Cisco Unified CCX Editor, where do you start the debugger?

A. toolbarB. Step paletteC. Design windowD. Variable window



QUESTION 172What happens if all CTI ports for the configured Cisco Unified Communications Manager Telephony Group arebusy when a new call arrives?

A. The caller will receive network busy treatment.B. The caller will receive ringing treatment.C. Cisco Unified Communications Manager will forward the call to the directory number configured for forward-

on busy for this CTI Route Point in Cisco Unified Communications Manager.D. An exception is raised, but the call is accepted and processed.E. Cisco Unified Communications Manager will forward the caller to the directory number configured in Cisco

Unified CCX for overflow.



QUESTION 173

In addition to writing information to a trace file, the Cisco Unified CCX system sends standard event loggingmessages to a syslog server through which service?

A. SNMP TrapB. AlarmC. CDPD. Win32



QUESTION 174How is the default eMail address in the eMail Subsystem Configuration page used?

A. It receives all mail sent in the Send eMail step as a bcc.B. It is the From address for emails sent by agents using Agent E-mail.C. It is used if no email contact is specified in the Create eMail step.D. It becomes the From address in the Send eMail step if no address is specified.



QUESTION 175What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed withCisco Unified Communications Manager?

A. 50B. 150C. 300D. 400



QUESTION 176Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choosethree.)

A. Agent NameB. WrapUp TimeC. Service LevelD. Overflow CSQE. Automatic Work

F. CCX Application

Correct Answer: BCESection: (none)Explanation


QUESTION 177In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a CiscoUnified Communications Manager Telephony group?

A. CTI PortsB. CTI Route PointC. Cisco Unified CCX Call Control GroupD. Cisco Unified Communications Manager Call Control Group



QUESTION 178Which codec should be selected when a Cisco Unified CCX cluster uses ASR?

A. G.711B. G.723C. G.729D. Any codec works fine with ASR.



QUESTION 179Which three tasks are required to deploy a Cisco Unified CCX application? (Choose three.)

A. create a triggerB. upload script to repositoryC. restart the Cisco Unified CCX EngineD. specify the maximum number of sessionsE. configure default session timeout



QUESTION 180Which subsystem handles connections between the Cisco Unified Contact Center Express Server and theEnterprise Databases?

A. MediaB. JTAPIC. DatabaseD. Application



QUESTION 181Perform reactive debugging without connecting to the Cisco Unified CCX cluster.

A. Save a script in repository.B. Insert breakpoints in a script.C. Create final variables.D. Export a script to XML format.



QUESTION 182If the Call Redirect step sends a caller to a device that does not exist in the CallManager, which branch of thestep is executed?

A. BusyB. InvalidC. SuccessfulD. Unsuccessful


