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Instant Download Cisco : 642-241 Questions & Answers as PDF & Test Engine
- Exam Code: 642-241
- Exam Name: Unified Contact Center Enterprise Design (UCCED)
- Updated: Sep 22, 2026
- No. of Questions: 130 Questions and Answers
- Download Limit: Unlimited
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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Call Routing and Dial Plan Design | 20% | - Routing logic design
|
| Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
| Reporting and Monitoring | 10% | - System monitoring
|
| Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?
- A. the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
- B. the time that the agent spent talking to the caller, including any hold time during the call
- C. the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
- D. the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
Correct Answer: C 🗳️
Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise controls all of these types of user access except which one?
- A. Supervisor CTI OS or Cisco Agent Desktop user login
- B. service account login
- C. ConfigManager user access on Admin Workstation
- D. WebView user login
Correct Answer: A 🗳️
Cisco provides a web-based Cisco Unified Communications Sizing Tool as well as a Cisco Unified Communications Manager Capacity Tool. Which statement best identifies the differences between these two tools?
- A. The Cisco Unified Communications Manager Capacity Tool includes sizing factors for the Cisco Unified Contact Center Enterprise such as outbound dialer ports and mobile agents.
- B. The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
- C. The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
- D. The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.
Correct Answer: C 🗳️
Which two statements are correct about Cisco Unified Communications Manager CAC? (Choose two.)
- A. Locations define the maximum bandwidth allowed per call.
- B. Locations define the maximum bandwidth allowed per all calls to and from locations.
- C. Regions define the maximum bandwidth allowed per all calls to and from locations.
- D. Regions define the maximum bandwidth allowed per call.
Correct Answer: B,D 🗳️
The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?
- A. translation routing
- B. event-based routing
- C. post-routing
- D. service control routing
- E. pre-routing
Correct Answer: A 🗳️
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