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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 06, 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 | Weight | Objectives |
|---|---|---|
| Call Flow & Routing Design | 22% | - Inbound call flow design - Scripting and routing logic - Integration with CVP and gateways - Courtesy Callback and queuing |
| Post-Deployment & Sizing Tools | 10% | - Cisco UCCE Sizing Tool usage - Validation and documentation |
| Advanced Features & Special Design Considerations | 15% | - Outbound Option and SIP Dialer - Security and network infrastructure - Mobile Agent and Remote Agent design - Virtualization and consolidated design |
| Cisco Unified Communications Manager Integration | 19% | - CTI Manager and device integration - CUCM design considerations for UCCE - Cluster over WAN and redundancy |
| Design Methodology & Requirements Gathering | 11% | - Define design constraints and assumptions - Analyze business and technical requirements |
| UCCE Architecture & Component Design | 23% | - Router, Logger, PG, VRU, and HDS design - High availability and redundancy - Deployment models: PCCE, UCCE, Hosted - Sizing and capacity planning |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question #1
How are Cisco Unified Mobile Agents silent monitored by their supervisors at remote locations?
- A. Cisco CTI OS or Cisco Agent Desktop SPAN Port Monitoring
- B. Cisco Unified Communications Manager Silent Monitoring
- C. Desktop Monitoring from the Cisco CTI OS or Cisco Agent Desktop CTI Desktop
- D. Cisco Remote Silent Monitoring (RSM) Service Monitoring
Correct Answer: A 🗳️
Question #2
When the Cisco Unified Contact Center Enterprise system transfers a call to the Cisco Unified IP IVR using a "Translation Route to VRU" node, which label is sent to the routing client?
- A. Cisco Unified Communications Manager MTP
- B. Cisco Unified IP IVR CTI route point
- C. Cisco Unified IP IVR CTI port
- D. Cisco Unified Communications Manager CTI route point
Correct Answer: D 🗳️
Question #3
When considering which type of CTI Desktop to deploy with the Cisco Unified Contact Center Enterprise solution, what is the difference between Cisco Agent Desktop and CTI Object Server (CTI OS) Desktop?
- A. Cisco Agent Desktop lets you record calls locally from the desktop without a third-party recording solution.
- B. Cisco Agent Desktop lets you view agent and team statistics from the desktop.
- C. Cisco Agent Desktop lets you transfer calls by using a dial pad.
- D. Cisco Agent Desktop lets you silence monitor agents from the supervisor desktop.
Correct Answer: A 🗳️
Question #4
In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?
- A. All peripherals in the Cisco Unified Contact Center Enterprise must use the same interval-reporting method, either 30-minute or 15-minute.
- B. The Cisco ICM database schema was updated to include new interval tables, which are populated for both 30-minute or 15-minute data, but the original half-hour tables are not populated.
- C. The Cisco ICM database schema was updated to include new quarter-hour tables, which are only populated when the 15-minute interval option is used.
- D. The Cisco ICM database schema contains half-hour tables, but they are no longer populated unless the 30-minute interval option is used.
Correct Answer: B 🗳️
Question #5
You have been tasked to integrate the Cisco Unified Contact Center Enterprise solution with an existing Cisco Unified Communications Manager deployment. Which two factors need to be accounted for to ensure that the Cisco Unified Communications Manager nodes are not overloaded? (Choose two.)
- A. number of configured Cisco Unified Contact Center Enterprise agents and supervisors
- B. number of users administering the Cisco Unified Communications Manager
- C. server hardware model for Cisco Unified Communications Manager subscriber nodes
- D. BHCA for agent Cisco IP phones and Cisco Unified IP IVR ports and sessions
- E. number of Cisco Agent Desktop PCs deployed for Cisco Unified Contact Center Enterprise
- F. number of translation routes built in the Cisco Unified Contact Center Enterprise system
Correct Answer: C,D 🗳️
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