Cisco 642-243 Practice Questions

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Exam: 642-243

Exam Name: Unified Contact Center Enterprise Support (UCCES)

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Question: 5

Refer to the exhibit.

In a Cisco Unified Contact Center Enterprise deployment, the call flow allows the caller to opt out and leave a voice-mail message for an agent team while in queue. The Cisco Unified IP IVR application "Scriptl .aef" is called to prompt the caller and transfer the call to voice mail. What impact does the script shown in the exhibit have on the system?

  1. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Abandoned" in the Cisco Unified CCE Call Type reporting.
  2. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Transferred Out" in the Cisco Unified CCE Call Type reporting.
  3. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Handled" in the Cisco Unified CCE Call Type reporting.
  4. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
  5. Callers will remain in queue after they leave the voice-mail message.

Answer: A

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Question: 4

Refer to the exhibit.

In the Cisco Unified Contact Center Enterprise solution, there are a number of different log files that are generated by different components and processes in the solution. Identify the specific process that generated the log file.

  1. CTI OS (Server)
  2. CTI OS (Client)
  3. JTAPI Gateway Qgw)
  4. UC Manager PIM (Enterprise Agent PIM)
  5. ICM Call Router (rtr)

Answer: D


Question: 5

Refer to the exhibit.

In a Cisco Unified Contact Center Enterprise deployment, the call flow allows the caller to opt out and leave a voice-mail message for an agent team while in queue. The Cisco Unified IP IVR application "Scriptl .aef" is called to prompt the caller and transfer the call to voice mail. What impact does the script shown in the exhibit have on the system?

  1. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Abandoned" in the Cisco Unified CCE Call Type reporting.
  2. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Transferred Out" in the Cisco Unified CCE Call Type reporting.
  3. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as "Handled" in the Cisco Unified CCE Call Type reporting.
  4. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
  5. Callers will remain in queue after they leave the voice-mail message.

Answer: A


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