Cisco 642-241 Unified Contact Center Enterprise Design (UCCED)

About Exam

Exam number/code: 642-241
Exam name: Unified Contact Center Enterprise Design (UCCED)
Exam no. of questions: 75-85 Questions
Duration: 90 minutes
Question types: Multiple choice questions (MCQ's), Multiple choice single answer, Multiple choice multiple answer, Drag and drop & Simulations (optional)

The UCCED Unified Contact Center Enterprise Design exam tests a candidate's knowledge of design considerations and guidelines for deploying Cisco Unified Contact Center Enterprise solutions. Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network.

• Describe the features and functionality of the UCCE solution (team)
• Identify the design considerations for Unified CallManager in a UCCE solution
• Identify the design considerations for network components in a UCCE solution
• Identify the design considerations for Unified ICM in a UCCE solution

Exam Objectives

The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Describe the features and functionality of the UCCE solution (team)

• Describe the role of CallManager in UCCE
• Describe the role of Gateways in UCCE
• Describe the role of Gatekeepers & Proxy Servers in UCCE
• Describe the role of ICM in UCCE
• Describe the role of CTI in UCCE
• Describe the role of IP IVR in UCCE
• Describe the role of CVP in UCCE
• Describe the role of IP Phones & Communicator in UCCE
• Describe the role of LAN/WAN Networking in UCCE environments
• Describe the role of QoS in UCCE
• Describe the role of Security in UCCE

Identify the design considerations for Unified CallManager in a UCCE solution

• Describe the impact of CTI devices and agent devices on CallManager capacity
• Describe the impact of CTI users and associations of CTI devices on CallManager capacity
• Describe the impact of AD, DC Directory, & iPlanet integration with CallManager
• Describe the impact of MOH and media resources in CallManager
• Describe the impact of JTAPI connections over the WAN in CallManager
• Describe the impact of CAC & AAR in CallManager
• Describe the impact of dial plan considerations in CallManager
• Describe the impact of Calling Search Space/Partition, codec, conferences, & MTP in CallManager
• Describe the impact of extension mobility in CallManager
• Describe the impact of CallManager groups & device pool in CallManager
• Describe the impact of attendant console in CallManager

Identify the design considerations for network components in a UCCE solution

• List the factors that contribute to Gateway capacity calculations
• Explain how H.323 Gateways & Gatekeepers are used with CVP
• Explain how SIP Gateways & Proxy Servers are used with CVP
• Explain how VoiceXML Gateways are used with CVP
• Describe the QoS requirements for Gateways
• Explain how applications and services are used on Gateways
• List the call transfer methods supported by the UCCE solution
• Describe the call survivability/high availability options available in the UCCE solution
• List network security options for voice calls
• Describe interoperability of voice protocols in the UCCE environment (IP Gateway)
• List the factors that impact bandwidth capacity in the UCCE environment

Identify the design considerations for Unified ICM in a UCCE solution

• Describe the usage of public and private networks in ICM (fault tolerance)
• Describe the usage of public networks (LANs & WANs) in ICM (see 4.15)
• Describe the integration between the ICM and the AD infrastructure
• Explain the importance of QoS in a U