642-165.unlocked

Vendor: Cisco

Exam Code: 642-165

Exam Name: Unified Communications Contact Center Express Implementation QUESTION 1 What happens if all CTI ports for the configured CTI Port Group are busy when a new call arrives? A. CallManager will forward the call to the directory number configured for forward-on busy for this CTI Route Point in

CallManager. B. Caller will receive ringing treatment. C. An exception is raised, but the call is accepted and processed. D. Caller will receive network busy treatment. E. CallManager will forward the caller to the directory number configured in IPCC Express for overflow. Answer: A QUESTION 2 Which agent will be selected when the Resource Selection Criteria is set to circular routing? A. the next available agent, based on the last agent selected and the agent order in the Resources list B. the agent who has been in the Available state for the longest amount of time C. the next available agent with the highest priority, as determined by the agent order in the Resources list D. the agent assigned to the selected Resource Group and is thus qualified to be selected Answer: A QUESTION 3 Which two Customer Response Solution deployment scenarios are valid for Cisco Unified Communications? (Choose two.) A. Contact Center Express communication with ICM via a co-resident PG B. Contact Center Express using the Enterprise CTI-OS toolkit C. IP IVR integrating with the Enterprise version to function as a queue point and self-service platform D. Contact Center Express communicating with ICM via a standalone PG on an expansion server E. Contact Center Express using the Enterprise Outbound option Answer: AC QUESTION 4 In CRS Administration, what is created on the Communications Manager when you add a Unified CM Telephony group? A. CRS CTI Route Point B. CTI Ports C. CRS Call Control Group D. Communications Manager Call Control Group Answer: B QUESTION 5 Where do you enable the CRS engine? A. Cluster Setup page B. Server Setup page C. Publisher Activation page

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D. Component Activation page Answer: D QUESTION 6 What is the main function of the CRS Editor? A. remotely manages the LDAP Directory B. creates CRS Engine reports C. creates application scripts for call flows D. manages the CRS Server Answer: C QUESTION 7 In Cisco Unified Contact Center Express, where is wrap-up data enabled? A. in CSQ configuration on Application Administration B. in workflow groups on Cisco Desktop Administrator C. in the Cisco Supervisor Desktop D. in resource configuration on Application Administration Answer: B QUESTION 8 Exhibit:

Refer to the exhibit. What is the purpose of the Repair button in the Cisco Unified Contact Center Express 5.0 Installation Wizard? A. repair the Cisco Unified Communications Manager cluster associated with this Cisco CRS system B. remove a version of Cisco CRS that the user had attempted but failed to remove previously C. recovers a Cisco CRS system D. reinstalls the same version of Cisco CRS on top of the currently installed version Answer: C QUESTION 9 What is a benefit of using sub flows? A. creates a framework for CRS Server status reporting B. decreases latency through increased bandwidth on CRS Server C. collects information about callers to agents D. decreases the amount of flows E. provides more efficient management of flows that are called by multiple other flows Answer: E QUESTION 10 In the CRS Application Editor, where do you start the debugger?



A. Toolbar B. Step palette C. Variable window D. Design window Answer: A QUESTION 11 Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0 Supervisor Desktop? (Choose three.) A. dockable windows B. graphical reports C. multi-tab browsers E. URLpush to agents Answer: ABD QUESTION 12 What formula do you use to calculate the number of Voice Gateway ports? A. Erlang B B. Erlang A C. Erlang C D. IVR ports + agent phones Answer: A QUESTION 13 What does it mean for a variable in the Application Editor to be defined as a parameter? A. The variable can be used to pass data to and from VoiceXML applications. B. The variable can be used in conditional steps. C. The value for that variable can be supplied via Application Configuration in Application Administration. D. The variable can be used to pass data to and from subflows. E. The value for that variable is defined by the calling application. Answer: C QUESTION 14 Which deployment option is invalid for Cisco Unified Contact Center Express v. 5.0? A. a two-node Contact Center Express cluster connected to a Communications Manager cluster B. two Contact Center Express clusters, each with two nodes, connected to the same Communications Manager cluster C. a one-node Contact Center Express cluster connected to two Communication Managerclusters D. a one-node Contact Center Express cluster connected to a Communication Manager Express router Answer: C QUESTION 15 Which step library is included in the license for Cisco Unified CCX Standard? A. ICM steps B. e-mail steps C. database steps E. media steps Answer: D QUESTION 16 An Cisco Unified Contact Center Express 4.0 deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the high-availability Cisco CRS Engine, Database Server, VoIP Monitoring, and Recording server



processes run at a central data center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end-point monitoring. Very little recording and silent monitoring will be performed, and no historical reporting will be done during call center open hours. Assume the minimum number of servers is desired. How many Cisco Unified Contact Center Express hardware servers would be required for this Cisco Unified Contact Center Express deployment? A. 5 B. 2 C. 1 D. 3 E. 4 Answer: B QUESTION 17 A Cisco Unified Contact Center Express deployment must have the following characteristics: High Availability Cisco Unified Contact Center Express 4.0 two remote sites agent pool split evenly between both sites 3 concurrent supervisors 20 concurrent agents agents using Cisco IP Phone Agent and Citrix terminals silent monitoring and recording in use no historical reporting during call center open hours What is the minimum number of servers needed to support this configuration? A. six servers B. five servers C. three servers D. two servers E. the answer depends on where the supervisors are located F. four servers Answer: F QUESTION 18 Which feature is added when upgrading from the Enhanced to Premium Cisco Unified Contact Center Express? A. keystroke macros B. sending email and HTTP-based trigger C. a wrap-up timer D. agent-to-agent text chatting E. supervisory recording Answer: B QUESTION 19 Which action blocks further inbound and preview outbound calls when an agent is presented with a preview outbound call? A. Reject-close B. Cancel Reservation C. Skip D. Reject Answer: B QUESTION 20 Which step is designed to prompt a user to press or say a single-digit number to perform a specific function? A. Get Call Contact Info B. Menu C. Extended Get Digit String



D. Get Digit String Answer: B QUESTION 21 What issues notification messages for CRS engine errors? A. CDP B. syslog C. SNMP Trap D. Alarm Answer: C QUESTION 22 For which Cisco Unified Contact Center Express 5.0 packages is the preview outbound dialer available? A. Enhanced and Premium Cisco Unified Communications Manager and Unified Communications Manager Express packages B. Premium Cisco Unified Communications Manager Express packages C. Enhanced and Premium Cisco Unified Communications Manager packages D. Premium Cisco Unified Communications Manager packages Answer: D QUESTION 23 If an existing script is uploaded to the CRS, what does it ask? A. Do you want to save the application? B. Do you want to refresh the script? C. Do you want to debug the script? D. Do you want to return to Script Management? Answer: B QUESTION 24 Which three are steps in adding a CRS application? (Choose three.) A. configure default session timeout B. create a trigger C. restart the CRS engine D. upload script to repository E. create an application Answer: CDE QUESTION 25 What tool is used to estimate the hardware server resources required for an IPCC Express deployment? A. CRS Applications Administration B. Configuration and Ordering Tool C. IPC Resource Calculator D. CTI Port Calculator Answer: B QUESTION 26 What is the maximum number of agents supported on a Cisco Unified Communications Manager Express deployment? A. 10 agents B. 50 agents C. 300 agents D. 100 agents



Answer: B QUESTION 27 What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool? A. orders with less than five seats B. orders for upgrading from standard C. orders for adding more seats D. all orders require using the IPCC Express Configuration and Ordering Tool E. orders forcoresident deployments Answer: D QUESTION 28 Which criterion can be used to control the actions of supervisor workflows? A. number of calls abandoned B. number of agents logged in C. average talk duration D. duration of oldest call in queue Answer: D QUESTION 29 Which feature is available on Cisco Unified Contact Center Express 5.0 with Cisco Unified Communications Manager Express deployments? A. barge-in on Cisco Supervisor Desktop B. preview outbound dialer C. high availability D. wrap-up data Answer: D QUESTION 30 What can help expose problems with script logic or validity by simulating the execution of a script? A. script refresh B. script validation C. debug session D.Alarm and Trace Configuration Answer: C QUESTION 31 When a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed? A. Connection Not Available B. SQL Error C. Successful D. Timeout Answer: C QUESTION 32 Where are users managed and their data stored in Cisco Unified Communications Manager Express? A. in Communications Manager Express with user data stored in the Communications Manager Express database B. in Application Administration with user data stored in the Communications Manager Express database C. in Application Administration with user data stored in the Cisco Unified Contact Center Express database D. in Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database Answer: C



QUESTION 33 Which interface is used to configure debug parameters for log files? A. Control Center B. Custom File Configuration C. Datastore Control Center D. Alarm and Trace Configuration Answer: D QUESTION 34 The CRS Installer is used to perform which functions? (Choose three.) A. back up CRS data B. activate CRS components C. repair a CRS installation D. remove a CRS installation (uninstall) E. back up CallManager data F. install CRS software Answer: CDF QUESTION 35 What should you set the Client Configuration to when configuring the ODBC Data Source for the Database Subsystem? A. Multiprotocol B. Named Pipes C. TCP/IP D. NWLink IPX/SPX Answer: C QUESTION 36 You are designing a Cisco Unified Contact Center Express system with three requirements: 250 configured agents 150 agents maximum logged in at any given time 30 agents able to make outbound calls How many seats should be purchased? A. 120 seats with 30 outbound seats B. 150 seats with 30 outbound seats C. 180 seats with 30 outbound seats D. 250 seats with 30 outbound seats Answer: B QUESTION 37 Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.) A. Major Release B. Minor Release C. Engineering Special D. Service Release E. Maintenance Release Answer: AB QUESTION 38 Where are CTI route points added or configured for Cisco Unified Contact Center Express? A. Cisco Unified Contact Center Express Media Subsystem B. Cisco UnifiedCallManager Device Configuration



C. Cisco Unified Contact Center Express Directory Management D. Cisco Supervisor Desktop E. Cisco CRS Administration, JTAPI Trigger Creation Answer: E QUESTION 39 Which three components are installed from the Cisco CRS Installer media? (Choose three.) A. iPlanet Web Server B. Cisco CRS Engine C. Cisco Recording D.Cisco IP Telephony Windows 2000 Server OS E.Cisco UnifiedCallManager F.MS SQL Server Answer: BCF QUESTION 40 By which ways does remote monitoring allow the monitored call to be selected? (Choose two.) A.CSQ ID B.Agent Name C.Agent Extension D.application ID E.Media Group ID Answer: AC QUESTION 41 In addition to writing information to a trace file, the Cisco CRS System sends standard event logging messages to a syslog server through which service? A.SNMP Trap B.Win32 C.Alarm D.CDP Answer: C QUESTION 42 What formula do you use to calculate the number of agents in a Call Center? A.Erlang C B.VG ports + IVR ports C.AHT * BHCA D.Erlang B Answer: A QUESTION 43 What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 7.0 Standard deployment? A.300 B.varies based on the number of expansion servers C.varies based on the number of configured applications D.150 E.200 Answer: A QUESTION 44 How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?



A.two languages for the CAD and one language for the CSD B.two languages for both the CAD and the CSD C.one language for both the CAD and the CSD D.one language for the CAD and a different language for the CSD Answer: C QUESTION 45 A preview outbound dialer uses which source and destination resources? A.a CTI port to the customer B.the agent line to the customer C.the agent's personal line to the customer D.a CTI port to the agent, then redirected to the customer Answer: D QUESTION 46 What happens if all CTI ports for the configured CTI Port Group are busy when a new call arrives? A.CallManager will forward the call to the directory number configured for forward-on busy for this CTI Route Point in CallManager. B.Caller will receive ringing treatment. C.An exception is raised, but the call is accepted and processed. D.Caller will receive network busy treatment. E.CallManager will forward the caller to the directory number configured in IPCC Express for overflow. Answer: A QUESTION 47 Which feature is added when upgrading from the Enhanced to Premium Cisco Unified Contact Center Express? A.keystroke macros B.sending email C.a wrap-up timer D.agent-to-agent text chatting E.supervisory recording Answer: B QUESTION 48 Which of the following is not a CRS Telephony or Media Subsystem? A.Cisco Media B.JTAPI C.VXML D.MRCP ASR Answer: C QUESTION 49 You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager? A.CTI dialogue control port B.CTI Route Point C.Dialogue group D.CTI Route Point association with JTAPI user Answer: BD



QUESTION 50 Which two features are added when upgrading from IPCC Express Standard to Enhanced?(Choose two.) A.Agent Routing B.Historical Reporting C.Conditional Routing D.Prioritized Queueing Answer: AD QUESTION 51 Which statement is true about the default script field when adding an application? A.When a caller does not enter a choice in a Menu step, it will execute the default script. B.Any problems running the configured script will cause the default script to be executed. C.When the caller enters a digit in the Menu steps that is not defined, the default script will be executed. D.When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. Answer: B QUESTION 52 Which step can be used to trap runtime script errors and recover gracefully? A.set B.callsubflow C.on exception goto D.get reporting statistic Answer: C QUESTION 53 Presence integration is a cisco unified CC feature available in which of these packages? A.premium, enhanced, and standard B.premium only C.premium with high availablility only D.premium and enhanced Answer: A QUESTION 54 Which step would you use to get information about the number of contacts currently in queue? A.get contact info B.get session info C.get call contact info D.get reporting statisctics Answer: D QUESTION 55 Which three tasks are supported by the cisco supervisor desktop? A.push a web page to an agent's cisco agent desktop B.chat witha agent C.log in an agent D.change an agent's state to ready E.send an email to an agent Answer: ABD QUESTION 56 A preview out bound dialer uses which source and destination resources?



A.A CTI port to the customer B.ACD line of the agent to the customer C.the personal line of the agent to the customer D.a CTI port agent then redirected to the customer Answer: D QUESTION 57 The Cisco CRS Server must be configured to communicate and interoperate with Cisco Call Manager. Which two must be configered on the Cisco CRS Server? (Choose two) A.Repository Manager to load applications B.JTAPI subsystem with the CTI port group C.Database subsystem communication with LDAP directory. D.JTAPI subsystem with the user created in Cisco Call Manager. Answer: BD QUESTION 58 In the Cisco IP Telephony architecture, what is the purpose of the Cisco Call Manager? A.Connects the enterprise IP Telephone network to the PSTN. B.Stores configurationinfromartion and application scripts for CRS. C.Provides basic services for Voice over IP, and manages gateways. D.Allows designers to create, modify and debug CRS Application scripts. Answer: C QUESTION 59 Which two components are installed from the CRS Installer CD? (Choose two) A.Serviceability B.Language Pack C.MS SQL Server D.iPlanet WEb Server E.Windows 2000 Server OS Answer: AB QUESTION 60 Once an email is sent by the CRS application, the call is kept wait until ... A....a transaction timeout occurs B....a config wait time is reach C....the message is accept by the email server D.... the receptian acknowledges receipt of the email Answer: AC QUESTION 61 Which step must be executed before a DB Get step? A.Accept B.DB Read C.DB Write D.DB Release Answer: B QUESTION 62 What two things happen when the CRS Publisher Database on an HRDB expansion server fails?



A.All callprocessign immediately begins using the CRS Subscriber Database. B.Calls in the queue are dropped C.Agent calls are dropped. D.CRSconffiguration changes are blocked until the CRS Publisher Database is restored and syncronized with the CRS Subscriber Database Answer: AD QUESTION 63 You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager? (Choose two) A.CTI dialogue control port B.CTI Route Point C.Dialogue group D.CTI Route Point association with JTAPI User Answer: BD QUESTION 64 The Call Redirect step sends a caller to a device that does not answer. Which branch of the step is executed? A.Busy B.Invalid C.Successful D.Unsuccessful Answer: D QUESTION 65 A customer with IPCC Express Standard reports that a script using the Database steps is not working. What is the most likely root cause? A.The script probably has an error in the DSN configuration. B.IPCC Express Standard is not licensed for Database steps. C.The script probably has an error in the query string. D.There is probably an interoperability problem between IPCC Express and the database. Answer: B QUESTION 66 How does the CRS Server know that it has received an ASR-enabled contact? A.The workflow has ASR steps in it. B.The contact is on an ASR Dialogue Group channel. C.The contact is on a JTAPI Call Control Group channel. D.The contact is on a Cisco Media Dialogue Group channel. Answer: B QUESTION 67 Which branch of the step is performed when the Call Redirect step sends a caller to a device not existing in the CallManager? A.Successfull B.Invalid C.Unsuccessful D.Busy Answer: B QUESTION 68 What happens when the CRS Engine fails in a High-Availability CRS deployment



A.All activities fail over without any loss of data or dropping any calls. B.All current agent calls are dropped. C.All callers on active CTI ports are dropped. D.The standby CRS Engine starts, processing new calls immediately. Answer: C QUESTION 69 Which step must be executed before an email can be sent? A.Send Email B.Attach Email C.Create Email D.Delete Email Answer: C QUESTION 70 What CRS Server configuration enabled the CRS Server to fail over to a secondary Call Manager when the primary Call Manager fails? A.The LDAP Directory must have a secondary profile configured B.No special configuration is required. Call Manager maintains the failover. C.There must be a second JTAPI user configured with an alternative range of CTI ports. D.the CRS Server's JTAPI Provider must be configured with secondary Call Manager's IP address following the primaries. Answer: A QUESTION 71 If DB Get is done after a DB read that return 0 row, which branch of the DB Get step will be executed? A.no data B.time out C.SQL error D.Successful Answer: A QUESTION 72 In the Cisco IP Telephone architecture, what is the purpose of the Gateway? A.Connects the enterprise IP Telephony network to the PSTN. B.Stores configurationinfromation and application scripts for the CRS. C.Provides basic servicesfro Voice over IP and manages gateways. D.Allows designers to create, modify, and debug CRS Application scripts. Answer: A QUESTION 73 Presence integration is a Cisco unified CCX teature available in which of these packages? A.premium,enhanced,and standard B.premium only C.premium with high availability only D.premium and enhanced\ Answer: A QUESTION 74 Which step would you use to get information about the number of contacts currently in queue? A.get contact info



B.get session info C.get call contact info D.get reporting statistics Answer: D QUESTION 75 What is the maximum number of concurrent emails an agent can have? A.1 email B.2 emails C.5 emails D.10 emails Answer: C QUESTION 76 How do you remove a phantom call (sometimes also referred to as ghost call) that is stuck in queue in the CSQ real-time report? A.log out all agents B.restart the browser-based real-time reporting client C.select the phantom call from the list of waiting contacts and select clear contact from the tools menu D.reset the real-time reports Answer: C QUESTION 77 If you have not configured the database subsystem, what is the status of the database subsystem on the control center page of appadmin? A.partial service B.out of service C.shutdown D.not configured Answer: B QUESTION 78 Which three tasks can an agent perform using email? A.save the response as draft B.send the response to supervisor C.transfer the email to another CSQ D.transfer the email to another agent E.delete the email F.mark the email as junk Answer: ACD QUESTION 79 Which type of information is available from the cisco unified contact center express control center? A.databaserepliccation status B.systerm parameters configuration C.date and time of most recent failure D.cisco unified communications manager cluster status Answer: A QUESTION 80 Which configuration enables a cisco unified contact center express server to fail over to a secondary cisco unified communications manager server when the primary server fails?



A.no special configuration is needed B.configure LDAP with a secondary phone C.configure a secondcisco unified communications manager telephone user with an alternate range of CTI ports D.configure the telephone provide with a primary and secondarycisco unified communications manager IP address Answer: D QUESTION 81 Which three tasks can an agent perform on the cisco agent desktop? A.chat with an SME B.send an email to an SME C.send enterprise data to an SME D.transter a call to an SME E.see the ACD state of an SME Answer: ACD QUESTION 82 Which two features are added when upgrading from cisco unified CCX standard to enhanced? A.agent routing B.historical reporting C.conditional routing D.priority queuing Answer: AD QUESTION 83 Which two are possible root causes for the application subsystem going into partial service status?( choose two) A.cisco unified communications manager telephone provider problen B.CTI route point problem C.CTI port group problem D.script problem E.system deadlock problem Answer: DE QUESTION 84 In a cisco unified contact center experss deployment with cisco unified communications manager express.which feature is able on the cisco agent desktop? A.recording B.monitoring C.embedded browser D.call-control buttons Answer: C QUESTION 85 Select a statement about the Call subflow step that is not true A.a subflow can access all variables in the calling script B.when the callsubflow step executes. You can transfer values of variables from the calling flow to the subflow C.after the call subflow step executes. You can transfer values of variables from the subflow to the calling flow D.the same subflow can be invoked from different scripts Answer: A QUESTION 86 which two items are automatically installed on the Cisco unified CCX server by the Cisco unified contact center express installer?(choose two)



A.MRsystem prompts B.cisco agent desktop C.cisco desktop work flow administor O D- cisco unified communications manager D.workforce managerment Answer: AC QUESTION 87 Where are Cisco Unified CCX users managed and their data stored when deployed with Cisco Unified communications manager express? A.in Cisco Unified communications manager express with user data stored in the Cisco Unified contact center express database B.in application administration with user data stored in the Cisco Unified contact center express database C.in Cisco Unified communications manager express with user data stored in the Cisco Unified communications manager express database D.in application administration with user data stored in the Cisco Unified communications manager express database Answer: B QUESTION 88 Which of these mail stores supported by agent email? A.Yahoo mail B.Lotus Notes C.Microsoft Exchange D.gmail Answer: C QUESTION 89 Which three tasks are supported by the Cisco unified CCX editor?(choose three) A.parform reactive debugging without connecting to the Cisco unified CCX cluster B.save a script in repository C.insert breakpoints in a script D.create final variables E.export a script to XML format Answer: BCE QUESTION 90 Which three components can or will be installed from the Cisco Unified CCX installer media?(choose three) A.iplanet web server B.Cisco Unified CCX engine C.Cisco IP telephony windows 2003 server OS D.Cisco unified communications manager E.recording component F.MS SQL server Answer: BEF QUESTION 91 With which product is Cisco unified CCX integrated in order to allow an agent to chat with an SME using CAD? A.cisco unified presence B.IP phone messenger C.webex connect D.microsoft office communicator Answer: A QUESTION 92



What is a benefit of using subflows? A.decreases the amount of flows B.collects information about callers to agents C.creates a framework for CRS Server status reporting D.decreases latency through increased bandwidth on CRS Server E.provide more efficient management of flows that are called by multiple other flows Answer: E QUESTION 93 Which configuration enables a Cisco Unified Contact Center Express server to fail over to a secondary Cisco Unified Communications Manager server when the primary server fails? A.Configure LDAP with a secondary profile. B.Configure a second Cisco Unified Communications Manager telephony user with an alternate range of CTI ports. C.Configure the telephony provider with a primary and secondary Cisco Unified Communications Manager IP address. D.No special configuration is needed. Answer: C QUESTION 94 How is the default e-mail address in the E-mail Subsystem Configuration page used? A.It receives all mail sent in the Send E-mail step as a bcc. B.It is used if no e-mail contact is specified in the Create E-mail step. C.It becomes the From address in the Send E-Mail step if no address is specified. D.It automatically receives alarms generated by the Cisco CRS Server. Answer: C QUESTION 95 An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, they want to pop the account number into the account number field in the agent's CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability? A.IPCC Express Premium B.IP IVR C.IPCC Express Standard D.IPCC Express Enhanced E.IPCC Enterprise Answer: D QUESTION 96 What does CSQ stand for in Cisco Unified Contact Center Express? A.Common Service Queue B.Contact Skill Queue C.Common Skill Queue D.Contact Service Queue E.Competence Skill Queue F.Competence Service Queue Answer: D QUESTION 97 What allows you to monitor the system performance of the Cisco CRS System (CPU, memory, etc.)? A.Microsoft Windows 2000 Performance Monitoring B.CRS Application Administration



C.Cisco Supervisor Desktop D.CRS Application Editor E.Cisco Desktop Administrator Answer: A QUESTION 98 Which Cisco Unified Contact Center Express deployment scenario is valid? A.Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.1 B.Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.0 C.Cisco Unified Contact Center Express 5.0 with Cisco Unified Communications Manager 5.0 D.Cisco Unified Contact Center Express 4.5 with Cisco Unified Communications Manager 4.3 Answer: A QUESTION 99 How is product licensing stored and viewed in Cisco Unified Contact Center Express 4.0? A.stored in local files, viewed in Cisco CRS Application Administration B.stored in LDAP, viewed in Cisco CRS Application Administration C.stored in local files, viewed in Cisco CRS License Update Utility D.stored in LDAP, viewed in Cisco CRS License Update Utility Answer: B QUESTION 100 How can you configure the Prompt step to play different prompts following subsequent timeouts or retries? A.Configure it as a Random Container Prompt. B.Configure it as an Escalating Container Prompt. C.Configure it as a Generated Prompt. D.Configure it as a Concatenated Container Prompt. Answer: B QUESTION 101 In the Expression Editor panel of CRS Script Editor, why would you use the Java tab? (Choose three.) A.to pass variables between two different workflows B.to get a reference to the Contact and Session states C.to allow for arguments to be passed to a specified method D.to reference a variable or invoke a method of a custom Java Object E.to execute a specified method of a Java class F.to create an object for the purpose of executing methods on a remote computer Answer: CDE QUESTION 102 Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0 Supervisor Desktop? (Choose three.) A.dockable windows B.graphical reports C.multi-tab browsers D.URLpush to agents Answer: ABD QUESTION 103 What is the maximum number of agents supported for CCM co-resident installations? A.20 B.15



C.5 D.10 Answer: D QUESTION 104 When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow? A.No. B.Yes. C.Yes, but they must be manually created in both flows and have the same name. D.Yes, but they must be manually passed via input and output mapping. Answer: D QUESTION 105 The use of 7845-I2 or 7845-H2 servers allows Cisco Unified CCX 5.0 to support more of which of the following? A.IVR ports B.VXML ports C.simultaneous reporting sessions D.agents Answer: C QUESTION 106 What is the Flush Input Buffer setting used for in the Input tab of the Menu step? A.to prevent the caller from entering a menu choice before the prompt has played B.to clear the value of the menu choice before the prompt is played C.to release memory held by the prompt variable D.to prevent the previous value from being used again on the menu choice Answer: B QUESTION 107 Which three server types are supported for the installation of Cisco CRS? (Choose three.) A.DellPowerEdge servers B.IBMxSeries Cisco certified servers C.HP DL Cisco certified servers D.Acer Altos servers E.Cisco MCS 78xx servers F.Apple servers Answer: BCE QUESTION 108 Which phone type has the following support matrix for Cisco Unified Contact Center Express? version 4.0 unsupported version 4.5 supported version 5.0 supported A.SIP B.MGCP C.SCCP D.H.323 Answer: A QUESTION 109 When a call terminates, which Cisco Unified CCX setting takes precedence over "Automated Available" to determine the agent's next state?



A.Service Level settings B.Automatic Work C.AutomaticWrapUp D.Resource Pool selection E.Prompt for this CSQ Answer: B QUESTION 110 Which two steps check out a database connection from the connection pool? (Choose two.) A.DB Write B.DB Read C.DB Release D.DB Get Answer: AB QUESTION 111 When would the Cisco Supervisor Desktop fail to show an agent that is logged in? A.The agent is an IP phone agent. B.The agent is not ready. C.The agent is not on a call. D.The agent is not in the team currently being viewed by the supervisor. Answer: D QUESTION 112 What is the maximum number of CTI ports supported by a Cisco Unified Contact Center Express 5.0 Standard deployment? A.300 B.Varies. Based on the number of expansion servers C.Varies. Based on the number of configured applications D.150 E.200 Answer: A QUESTION 113 Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express? A.competence levels B.resources C.Resource Groups D.Skill Groups Answer: B QUESTION 114 Which server or servers combine with redundant Cisco CRS engines to make a valid Cisco CRS 4.0 deployment? A.five recording servers B.a simplex database server C.five simplex VoIP monitoring servers D.two VoIP monitoring servers and three recording servers Answer: C QUESTION 115 The CRS Engine is the handling layer and the interface to all required external supplier systems. Where do you enable the CRS engine?



A.Cluster Setup page B.Component Activation page C.Server Setup page D.Publisher Activation page Answer: B QUESTION 116 When will a skills-based CSQ that requires a skill competency of four (4) select an IPCC Express agent? A.if the ICD agent is available and has a skill competency of nine (9) in another skill defined in CRS B.if the ICD agent is available and has a skill competency of one (1) in the required skill for the CSQ C.if the ICD agent is available and has a skill competency of seven (7) in the required skill for the CSQ D.if the ICD agent is available and has a skill competency of three (3) in the required skill defined in CRS Answer: C QUESTION 117 Which two serviceability capabilities are provided by CiscoWorks IP Telephony Environment Monitor (ITEM)? (Choose two.) A.User Tracking to track IP telephones B.Diagnostic trace tools to analyze connectivity C.Monitoring of Cisco voice elements D.Problem alerts for operations personnel Answer: CD QUESTION 118 What features are supported in a license for IPCC Express 4.0 Enhanced? (Choose three.) A.database integration B.prompt and collect C.read HTTP and XML Documents D.announcements Answer: BCD QUESTION 119 Which three of the following are valid CRS deployment scenarios? (Choose three.) A.High Availability CRS Engines running on hardware from different server classes B.High Availability CRS Engines running on similar hardware from the same server class but from different vendors C.High Availability CRS Engines and four simplex VoIP Monitoring Servers D.CCM co-resident deployment on an MCS 7815 Answer: BCD QUESTION 120 What is the typical number of trunks in a Call Center? A.equal to half the number of IVR ports B.greater than the number of IVR ports plus the number of agent phones C.less than or equal to the number of IVR ports plus the number of agent phones D.twice the number of IVR ports plus the number of agent phones Answer: C QUESTION 121 How does the Extended Get Digit String step differ from the Get Digit String? (Choose two.) A.It can be used in conjunction with another step. B.It allows the application programmer into another section of the application.



C.Most of the Extended Get Digit String variables can be changed while the application is running. D.It allows the entry of a Boolean expression for the Interruptible and Clear DTMF Buffer on Retry fields. Answer: CD QUESTION 122 What is the default file name for the component trace file? A.CiscoMIVR.log B.CiscoMADM.log C.CiscoMEDT.log D.CiscoMCVD.log Answer: A QUESTION 123 How do you start an event-triggered debug session? A.Select "Start" from the Debug menu in CRS Script Editor. B.Select "Reactive Script..." from the Debug menu in CRS Script Editor. C.Select "Debugging" from the Trace menu in CRS Application Administration. D.Select "Start Trace" from the Trace menu in CRS Application Administration. Answer: B QUESTION 124 When installing the CRS software on two or more nodes in the same cluster, how do you know it is safe to start installing the next node? A.Wait until the node is completely installed to start installation on the next one. B.After you insert Disk 2. C.A dialog box, "It is now safe to start installing the next node," appears during the installation. D.After Windows OS is installed on the first node. Answer: C QUESTION 125 Which statement is true about the default e-mail address used in theE-mail Subsystem Configuration page? A.If noFrom field is specified with an address in the Send E-mail step, it will use the default. B.All Send E-mail steps are automatically sent as a Blind cc: to the default. C.Alarms that are generated by the CRS Server are automatically sent to it. D.If no e-mail contact is specified in the Create E-mail step, the default is used. Answer: A QUESTION 126 In a CRS cluster with Standby Servers, which of the following statements are true? (Choose two.) A.The Standby Server can be installed across the WAN from the active server. B.MS SQL 2000 must be installed for the data stores. C.MS SQL 2000 or MSDE can be installed for the data stores. D.On the Standby Server, you must install the same components that are installed on its corresponding active server. Answer: BD QUESTION 127 In a redundant IPCC Express deployment, when you add a JTAPI Call Control Group with 100 CTI ports, how many device records will be added to the CallManager database? A.CTI Ports are not added by the creation of a Call Control Group. B.CTI ports are no longer required to be added to theCallManager database. C.One hundred devices will be added to theCallManager database.



D.Two hundred devices will be added to theCallManager database. Answer: D QUESTION 128 What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.) A.WrapUp Time B.Service Level C.Overflow CSQ D.Automatic Work Answer: ABD QUESTION 129 Where do you send the finished configuration and ordering spreadsheet when manual bid assurance is required? [email protected] [email protected] [email protected] [email protected] Answer: B QUESTION 130 Which of the following data is automatically migrated when upgrading from CRS 3.X to CRS 4.0? Select all that apply. A.JTAPI Client Information Configuration B.Call Recording Files C.Maintenance Release D.CRS Configuration Data E.User scripts loaded in repository Answer: ABDE QUESTION 131 What two situations prevent the supervisor from silently monitoring the phone conversation of an agent in IPCC Express Enhanced? (Choose two.) A.The agent is logged in and is on the phone. B.The agent is logged in but is not on the phone. C.The supervisor is a participant in a phone call. D.The supervisor has barged in. Answer: CD QUESTION 132 What two types of call treatment are supported by IPCC Express 4.0? (Choose two.) A.Standard IVR port B.Enhanced IVR port C.prompt-and-collect port (basic) D.IVR port (advanced) Answer: CD QUESTION 133 How do you debug an application with an Accept step? A.Select Start from the Debugpulldown, then call the trigger. B.Select Step Over from the Debugpulldown, then call the trigger. C.Call the trigger, and when the workflow answers, select Start from the Debugpulldown. D.Select Reactive Application, then call the trigger and press F10 to step through the workflow.



Answer: D QUESTION 134 How do you obtain CRS license files? A.They are in the license folder on the CRS CD. B.They are in the license folder on theCallManager CD. C.They are sent by e-mail from Cisco. D.They are in the license folder on the Cisco IPT OS CD. Answer: C QUESTION 135 Which of the following CRS upgrades are allowed? (Choose three). A.CRS 2.2 to CRS 3.5 B.CRS 3.1 to CRS 4.0 C.CRS 2.2 to CRS 4.0 D.CRS 3.5 to CRS 4.0 Answer: ABD QUESTION 136 Contact Center Express communication with ICM via a co-resident PG and IP IVR integrating with the Enterprise version to function as a queue point and self-service platform are two valid Customer Response Solution deployment scenarios for Cisco Unified Communications? A.True B.False Answer: A QUESTION 137 Which three of the following are licensed Cisco CRS 4.0 software products? (Choose three.) A.IPCC Express (Standard, Enhanced, or Premium) B.IP IVR C.Auto Attendant D.IP Queue Manager Answer: ABD QUESTION 138 What are two ways a call can be documented as abandoned? Select two. A.The agent hangs up on the caller. B.The caller hangs up before reaching an agent. C.The caller hangs up after reaching a session-handled step. D.The caller hangs up before reaching a session-handled step. Answer: BD QUESTION 139 Which feature is disabled on Cisco agent desktop ? A.Recording B.Monitoring C.Embedded browser D.Call-control button Answer: B QUESTION 140



Which configuration can have skill assigned to it in Cisco ccx? A.Contact service queue B.Skill groups C.Resource group D.Competence queue Answer: C QUESTION 141 Which three Cisco unified contact center application admin tasks may be performed by a supervisor who does not have administrative privilege? A.Delete B.Remove skill C.Enable automatic work D.Modify E.Create resource F.Delete skill Answer: BCD QUESTION 142 Which Cisco ccx plate form set support the use of an embedded browser ? A.Enhanced & premium B.Premium C.Enhanced D.None E.Premium standard F.Enhanced standard Answer: A QUESTION 143 Which two items are auto installed on the Cisco ccx server by the Cisco unified contact center installer? A.IVR prompt B.Cisco agent desktop C.Cisco desktop work flowadm D.Cisco unified communication manager E.Work flow management Answer: BD QUESTION 144 Which one is the Enhanced premium on cc express ? A.HTTP-based trigger B.Wrap-up time C.Keystroke macros D.Supervisor recording E.Agent to agent text chatting Answer: A QUESTION 145 Which interface do the CUC manager and Cisco unified ccx use for call control ? A.AXL B.HTTP C.LDAP



D.JTAPI Answer: D QUESTION 146 In Cisco unified ccx, where is wrap-up data enabled ? A.In the Cisco supervisor desktop B.Incsq configuration on application administrator C.On work flow groups on Cisco desktop work flowadm D.In resource configuration or appadm Answer: C QUESTION 147 Which subsystem handles connection between CCX and enterprise database? A.Media B.JTAPI C.Database D.Application Answer: C QUESTION 148 How many license should be bought total user 250,150 logged,30 agent to answer outbound calls,20 agents able to answer end? A.150 B.180 C.200 D.250 Answer: C QUESTION 149 Which interface is used to configuration debug parameter for log files? A.Data store control center B.Alarm and Trace Configuration C.System parameter D.Control center Answer: B QUESTION 150 Agent email is a Cisco unified ccx feature available in which ? A.Premium, enhanced und standard B.Premium C.Premium &std D.Premium and enhanced Answer: B QUESTION 151 Which two tasks must an administrator perform on Cisco desktop adm to support presence? A.Assign contact list to a CSQ B.Assign contact list to workflow C.Assign an SME to a contact list D.Assign a contact list to a skill E.Assign and sort to a CSQ Answer: BC



QUESTION 152 In a high availability scenario, what is the longest expected downtime for a Cisco Agent Desktop failover? A.30 seconds B.45 seconds C.10 seconds D.60 seconds Answer: D QUESTION 153 CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities? (Choose two.) A.Monitoring of Cisco voice elements B.Diagnostic trace tools to analyze connectivity C.Problem alerts for operations personnel D.UserTracking to track IP telephones E.Tool to collectsyslog messages from multiple sources Answer: AC



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