Cisco 642-241 : Unified Contact Center Enterprise Design (UCCED)
- Exam Code: 642-241
- Exam Name: Unified Contact Center Enterprise Design (UCCED)
- Updated: Oct 14, 2026
- Q & A: 130 Questions and Answers
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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: UCCE Architecture and Components | - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Cisco Unified Contact Center Enterprise architecture overview - Call routing architecture and call flow design |
| Topic 2: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
| Topic 3: Security and Integration | - Integration with Cisco Unified Communications Manager - CRM and third-party system integration concepts - Security design for contact center environments |
| Topic 4: System Sizing and Capacity Planning | - High availability and redundancy design - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments |
| Topic 5: Reporting and Monitoring | - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design - System monitoring and troubleshooting considerations |
| Topic 6: Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - SIP and voice gateway integration - Self-service call flows and IVR design |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
You need to design Cisco Unified Communications Manager 6.1(1) for normal calls and contact center calls. The customer requirement is to have approximately 250 simultaneous MOH sessions. What is the minimum server platform that you can use?
- A. standalone MOH server using a Cisco MCS 7835 or equivalent
- B. standalone or co-resident MOH server using a Cisco MCS 7815 or equivalent
- C. standalone MOH server using a Cisco MCS 7815 or equivalent
- D. standalone or co-resident MOH server using a Cisco MCS 7835 or equivalent
Correct Answer: B 🗳️
In the default configuration of the Cisco Unified Contact Center Enterprise 8.0(x), when an agent enters an incorrect password, the system automatically takes which action?
- A. The system locks the agent out for three minutes after three unsuccessful log-in attempts in a five-minute period.
- B. There is no tracking of unsuccessful log-in attempts, and the system does not make any attempt to lock out the agent.
- C. The system locks the agent out for 10 minutes after five unsuccessful log-in attempts in a 30minute period.
- D. The system locks the agent out for 15 minutes after three unsuccessful log-in attempts in a 15minute period.
Correct Answer: D 🗳️
How does the Cisco Unified Contact Center Enterprise Outbound Option 8.0 impact Cisco Unified Communications Manager sizing?
- A. It adds no additional weight when using the SIP Dialer Option in 8.0.
- B. It adds additional weight for each dialer port that is equal to eight normal agent users.
- C. It adds no additional weight when using the SCCP Dialer Option in 8.0.
- D. It adds additional weight for each dialer port that is equal to five normal agent users.
Correct Answer: A 🗳️
Which protocol does the Cisco Unified ICM use to interface with the Cisco Unified Communications Manager in the Cisco Unified Contact Center Enterprise solution?
- A. H.323
- B. JTAPI
- C. SIP
- D. AXL
- E. SOAP
Correct Answer: B 🗳️
Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)
- A. presents caller data to agent in pre-call whisper with the Cisco IP phone
- B. accepts Instant Messaging requests from third-party chat clients routed to the agent
- C. presents information provided by the caller from the voice response system
- D. controls call and agent state
- E. places outbound calls for agents in the Outbound Option Progressive mode
Correct Answer: C,D 🗳️
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