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Updated: Sep 06, 2026
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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Cisco Unified CVP (Customer Voice Portal) | - CVP deployment models (standalone, comprehensive) - SIP and voice gateway integration - Self-service call flows and IVR design |
| Topic 2: Security and Integration | - Security design for contact center environments - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager |
| Topic 3: UCCE Architecture and Components | - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) |
| Topic 4: Dial Plan and Call Routing Design | - Routing scripts and VXML/CVP integration concepts - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design |
| Topic 5: Reporting and Monitoring | - Historical and real-time reporting concepts - Cisco Unified Intelligence Center (CUIC) reporting design - System monitoring and troubleshooting considerations |
| Topic 6: System Sizing and Capacity Planning | - High availability and redundancy design - Agent, call volume, and concurrency planning - Scalability considerations for distributed deployments |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines?
- A. 1 - Primary Distributor AW, 1 - Secondary Distributor AW
- B. 1 - Secondary Distributor AW, 1 - Client AW
- C. 1 - Primary Distributor AW, 1 - Client AW
- D. 1 - Primary Client AW, 1 - Secondary Client AW
- E. 2 - Secondary Distributor AWs
- F. 2 - Client AWs
How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/Child model with calls queued at the parent?
- A. in the child Cisco Unified Contact Center Enterprise system, using services data
- B. in the child Cisco Unified Contact Center Enterprise system, using call type data
- C. in the parent Cisco Unified ICM system, using skill group data
- D. in the parent Cisco Unified ICM system, using Agent Level Detail data
Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)
- A. agents
- B. MTP resources
- C. PSTN gateway trunks
- D. IVR ports
The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides three bandwidth values. How are they used?
- A. The Medium and Low values are added together to size the priority queue for the QoS tagging at AF11.
- B. The High value is used to size the priority queue for the QoS tagging at AF31.
- C. The High and Medium values are added together to size the priority queue for the QoS tagging at AF31.
- D. The three values are added together to get the total link that is required between the Peripheral Gateway and the call router.
When deploying the Cisco Unified Contact Center Enterprise on Cisco Unified Computing System B-Series hardware, which two statements are true? (Choose two.)
- A. Cisco Unified Contact Center Enterprise clustering over the WAN is not supported in the Cisco Unified Computing System B-Series.
- B. Oversubscription of virtual CPU or memory is not supported.
- C. VMware images must boot from the SAN and store all data on the SAN.
- D. Cisco Unified Computing System B-Series supports both VMware ESX and ESXi virtualization software.
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