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Last Updated: Sep 06, 2026
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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Scripting and Call Flow Design | 20% | - Cisco ICM scripting fundamentals
|
| Peripheral Gateway and System Integration | 15% | - CRM and third-party integration
|
| Call Routing and Dial Plan Design | 20% | - Integration with PSTN and enterprise telephony
|
| Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
| Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Core components and system architecture
|
| Reporting and Monitoring | 10% | - Historical and real-time reporting
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
When using the Cisco Unified Outbound Option SIP Dialer 8.0(x), which statement is untrue?
- A. SIP Phones must be configured in Cisco Unified Communications Manager for each dialer port.
- B. Call progress analysis is performed in the Cisco IOS Voice Gateway, not the dialer.
- C. No physical reservation call is used to reserve the agent for the outbound contact.
- D. Mobile agents must use the nailed-up connection option.
When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?
- A. when the call is routed to an agent
- B. when the call terminates and data is written to the Cisco TCD table
- C. when the call is first post-routed from Cisco Unified Communications Manager
- D. when a call-routing script hits the first Queue to Skill Group node
All of these statements about high availability with a Cisco Unified Intelligent Contact Management (ICM) central controller are true except which one?
- A. During Cisco Unified ICM call router failover processing, calls in progress in Cisco Unified IP IVR will be disconnected, but all new calls will be successfully processed.
- B. In the event that one call router of a duplex pair of Cisco Unified ICM call router fails, the surviving call router recognizes the failure when it receives no response to heartbeats over the private LAN.
- C. There is no impact on call processing during a Cisco Unified ICM Logger failure.
- D. In the event that the private LAN fails, the peripheral gateways are used to help determine the active call router side of the duplex pair.
When sizing the Cisco Unified Communications Manager cluster in a Cisco Unified Contact Center Enterprise solution with the Cisco Unified IP IVR, which factor must be taken into account?
- A. the total number of CTI route points, CTI ports, and BHCAs associated with the Cisco Unified IP IVR
- B. the number of dialed numbers configured in the Cisco Unified Contact Center Enterprise Call Router
- C. the maximum number of concurrent calls in progress in the Cisco Unified IP IVR, serviced by CTI ports
- D. the number of Run VRU script nodes executed by the Cisco Unified Contact Center Enterprise routing script once the call is terminated in the Cisco Unified IP IVR
- E. the maximum number of concurrent agents in the Cisco Unified Contact Center Enterprise system
In the Cisco Unified Contact Center Enterprise solution, which agent-initiated transfer method is not supported?
- A. consult transfer to another agent
- B. hookflash transfer to the Cisco Unified IP IVR
- C. blind transfer to another agent
- D. consult transfer to a skill group or queue
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