Cisco 642-241 : Unified Contact Center Enterprise Design (UCCED)
- Exam Code: 642-241
- Exam Name: Unified Contact Center Enterprise Design (UCCED)
- Updated: Sep 27, 2026
- Q & A: 130 Questions and Answers
About Cisco 642-241 Exam
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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Call Flow & Routing Design | 22% | - Integration with CVP and gateways - Scripting and routing logic - Courtesy Callback and queuing - Inbound call flow design |
| Topic 2: Post-Deployment & Sizing Tools | 10% | - Validation and documentation - Cisco UCCE Sizing Tool usage |
| Topic 3: Design Methodology & Requirements Gathering | 11% | - Analyze business and technical requirements - Define design constraints and assumptions |
| Topic 4: UCCE Architecture & Component Design | 23% | - Router, Logger, PG, VRU, and HDS design - Sizing and capacity planning - High availability and redundancy - Deployment models: PCCE, UCCE, Hosted |
| Topic 5: Cisco Unified Communications Manager Integration | 19% | - CTI Manager and device integration - Cluster over WAN and redundancy - CUCM design considerations for UCCE |
| Topic 6: Advanced Features & Special Design Considerations | 15% | - Security and network infrastructure - Virtualization and consolidated design - Mobile Agent and Remote Agent design - Outbound Option and SIP Dialer |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
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 🗳️
Which two statements are Cisco Best Practices when enabling CTI Manager on a Cisco Unified Communications Manager Server? (Choose two.)
- A. CTI Manager must be enabled on the Cisco Unified CallManager publisher to allow CTI applications access to the publisher database.
- B. CTI Manager should only be enabled on call-processing subscribers.
- C. All phones on the Cisco Unified Communications Manager cluster should be associated with CTI Manager to allow calls to be sent to the phones.
- D. CTI applications should be load-balanced across all CTI Managers in a cluster.
Correct Answer: B,D 🗳️
When call progress analysis is done in the voice gateway with the Cisco Unified Contact Center Enterprise Outbound Option 8.0, which protocol is used to communicate the call progress status to the dialer?
- A. H.323
- B. SIP
- C. SCCP
- D. MCGP
Correct Answer: B 🗳️
Which Cisco Unified IP phone model is incompatible with Cisco Unified Communications Manager Silent Monitoring 8.0(x)?
- A. 8961
- B. 7970
- C. IP Communicator 8.0(x)
- D. 9971
- E. 6921
Correct Answer: B 🗳️
What are the two primary factors affecting bandwidth sizing between a Cisco Unified Intelligence Center (CUIC) Server and a CUIC client? (Choose two.)
- A. number of concurrent agents displayed on real-time reports
- B. total ECC in bytes
- C. number of rows returned for historical reports in CUIC
- D. number of real-time reports the user is running concurrently
- E. number of historical reports the user is running concurrently
Correct Answer: D,E 🗳️
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