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Cisco Unified Contact Center Enterprise Design (UCCED) : 642-241
- Exam Code: 642-241
- Exam Name: Unified Contact Center Enterprise Design (UCCED)
- Updated: Oct 02, 2026
- Q & A: 130 Questions and Answers
About Cisco Unified Contact Center Enterprise Design (UCCED) : 642-241 Exam
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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 |
| Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) |
| System Sizing and Capacity Planning | - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments - High availability and redundancy design |
| Reporting and Monitoring | - System monitoring and troubleshooting considerations - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design |
| Dial Plan and Call Routing Design | - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers - Routing scripts and VXML/CVP integration concepts |
| Security and Integration | - CRM and third-party system integration concepts - Security design for contact center environments - Integration with Cisco Unified Communications Manager |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question #1
The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?
- A. Cisco Unified Communications Manager Real-Time Monitoring Tool
- B. Cisco Unified Contact Center Enterprise Support Tools
- C. direct URL that is typed into an Internet browser
- D. Cisco Unified ICM CLI
- E. Web-based portico interface
Correct Answer: B 🗳️
Question #2
Which two Cisco Unified Contact Center Enterprise CTI solutions support silent monitoring of agent calls using desktop monitoring rather than VoIP Monitor servers? (Choose two.)
- A. Cisco Unified Contact Center Enterprise Cisco Agent Desktop Browser Edition
- B. Cisco Unified Contact Center Enterprise CTI Object Server Agent Desktop
- C. Cisco Unified Contact Center Enterprise Cisco Agent Desktop
- D. Cisco Unified Contact Center Enterprise Siebel CRM Connector
Correct Answer: B,C 🗳️
Question #3
Using the Cisco Unified Contact Center Enterprise 8.0(x) Analysis Manager CLI, which command will show the current debug trace levels?
- A. show log
- B. show level
- C. show debug
- D. show trace
Correct Answer: C 🗳️
Question #4
Which of the following statements is not correct regarding QoS and prioritization for traffic in a Cisco Unified Contact Center Enterprise deployment?
- A. Large packets in a slow network can cause delay that results in the loss of one or more UDP heartbeats or TCP keepalive messages.
- B. QoS is only required when a customer does not have sufficient bandwidth to handle the Cisco Unified Contact Center Enterprise traffic.
- C. A network that is not prioritized correctly almost always has heartbeat timeouts or heartbeat problems.
Correct Answer: B 🗳️
Question #5
Which three of these statements about QoS in a Cisco Unified Intelligent Contact Management (ICM) solution are correct? (Choose three.)
- A. The high priority queue for the Private Network should be granted 75 percent of total available bandwidth.
- B. The high priority queue for the Private Network should be granted 65 percent of total available bandwidth.
- C. The high priority queue for the Private Network should be granted 90 percent of total available bandwidth.
- D. Traffic marking in Cisco Unified Intelligent Contact Management means that configuring separate private high and private medium/low sets of IP addresses is no longer necessary, because the ICM tags the priority of the packets correctly.
- E. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches.
Correct Answer: C,D,E 🗳️
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