642-241 testing and training materials

642-241 testing and training materials
Cisco
EXAM 642-241
http://www.needking.com/642-241.html
Unified Contact Center Enterprise Design (UCCED)
Question: 1
During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?
A.from the call arrival to the point that the agent answers
B.from the transfer to IVR to the point that the agent hangs up
C.from the transfer to IVR to the point that the agent answers
D.from the call arrival to the point that the agent is ready
Answer: C
Question: 2
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, including any hold time during the call
B.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
C.the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
D.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
Answer: B
Question: 3
Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)
A.agents
B.IVR ports
C.PSTN gateway trunks
D.MTP resources
Answer: BC
Question: 4
Which statement is correct about the Erlang-C sizing calculation model?
A.Erlang-C assumes that calls that do not find an available agent will be blocked or dropped.
B.Erlang-C plans for a percentage of calls to be blocked or dropped in the calculation.
C.Erlang-C is used for sizing IVR, PSTN trunk, and queue ports.
D.Erlang-C is used for sizing agents in a queuing model.
Answer: D
Question: 5
Erlang-C calculations require multiple inputs, including a target service level. What does the service level goal of 90/30 imply?
A.Ninety percent of all calls will be handled by agents within 30 seconds.
B.Ninety percent of all calls will queue for 30 seconds.
C.Ninety percent of all calls will be answered within 30 seconds by an agent.
D.Ninety percent of all calls will go directly to agents without queuing.
Answer: C
Question: 6
Cisco provides an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool. What is the purpose of this tool?
A.to size the visible network that is required between the Peripheral Gateway and the call router
B.to size the private network that is required between the Peripheral Gateway Side A and B
C.to size the visible network that is required between the Peripheral Gateway and the Cisco Unified Communications Manager cluster
D.to size the private network that is required between the call routers A and B for this specific Peripheral Gateway traffic flow
Answer: A