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Cisco 642-242 Exam Sample Questions

Question: 1

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)?

  1. 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.
  2. 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.
  3. 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.
  4. 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

Question: 3

A Cisco Unified Contact Center Enterprise call center has a group of supervisors who handle supervisor assist calls from all agents, but do not take customer calls. Which statement best describes how you would configure the supervisory assist function for all of the agents?

  1. Define a dialed number for each agent team; create a routing script that uses the agent-toagent node branch to another agent-to-agent node if the primary supervisor is not available.
  2. Define a dialed number for each agent skill group; create a routing script that uses the agent-toagent node.
  3. Define a dialed number for each agent skill group; create a routing script that uses the agent-toagent node; branch to another agent-to-agent node if the primary supervisor is not available.
  4. Create a skill group to be used for supervisors; define a dialed number for each agent team; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.
  5. Create a skill group to be used for supervisors; define a dialed number for each agent skill group; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.


Answer: D

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Question: 1

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)?

  1. 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.
  2. 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.
  3. 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.
  4. 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

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Question: 2

There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?

  1. The next available agent will receive the longest queued Sales call with a priority of 5.
  2. The next available agent will receive the longest queued Sales call with a priority of 4.
  3. The next available agent will receive the longest queued Customer Service call with a priority of 5.
  4. The next available agent will receive the longest queued Customer Service call with a priority of 3.
  5. The next available agent will receive the call with the longest queued duration.
  • The next available agent will receive the Customer Service call with a priority of 3.

  • Answer: D

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    Question: 1

    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)?

    1. 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.
    2. 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.
    3. 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.
    4. 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

    Question: 3

    A Cisco Unified Contact Center Enterprise call center has a group of supervisors who handle supervisor assist calls from all agents, but do not take customer calls. Which statement best describes how you would configure the supervisory assist function for all of the agents?

    1. Define a dialed number for each agent team; create a routing script that uses the agent-toagent node branch to another agent-to-agent node if the primary supervisor is not available.
    2. Define a dialed number for each agent skill group; create a routing script that uses the agent-toagent node.
    3. Define a dialed number for each agent skill group; create a routing script that uses the agent-toagent node; branch to another agent-to-agent node if the primary supervisor is not available.
    4. Create a skill group to be used for supervisors; define a dialed number for each agent team; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.
    5. Create a skill group to be used for supervisors; define a dialed number for each agent skill group; create a routing script that routes the agent to the LAA Select node for the supervisor skill group.


    Answer: D