Cisco 642-243 - Questions & Answers
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In a Cisco Unified Contact Center Enterprise system, a new agent and phone have been added to the
system; however, the agent is unable to log in to the system.
The agent is using the same type of phone and and has the same CTI OS desktop setup as other agents who are able to log in without issue.
What are two possible causes for this issue?(Choose two.)
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.
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 "Script1.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?
In addition to enabling tracing in the Cisco Unified IP IVR, what additional trace files would be helpful in troubleshooting calls that are being dropped in the Cisco Unified IP IVR for the Cisco Unified Contact Center Enterprise solution? (Choose two.)
In a Cisco Unified Contact Center Enterprise system, external callers being queued on the Cisco Unified IP IVR are reporting voice quality issues with the Cisco Unified IP IVR prompts as being "choppy."
Which two actions would be helpful in finding the problem? (Choose two.)
Refer to the exhibit. In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor provides a "Monitor Mode" that is useful in understanding how calls are being handled in real time.
Given the screen capture, which two states describe the calls handled by this Call Routing Script? (Choose two.)
Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, an agent is having trouble logging in to the system. In reviewing the CTI OS log file, the error message has been found in the log.
What is the likely cause of this error?
To use the Cisco Unified ICM dumplog utility to gather the Call Router's MDS log from Monday, March 10, 2008, beginning at 9:30, and to ensure that you do not get binary data in the log, which command line syntax would you use?
Refer to the exhibit. In a Cisco Unified Contact Center Enterprise call flow, the Cisco Unified IP IVR application is used to queue calls during business hours, or plays the system generated "goodbye" prompt.
In testing this call flow, all callers are hearing the "goodbye" prompt, even during business hours.
In order to correct this error, which Cisco Unified IP IVR step needs to be moved in the flow shown in the exhibit?
Refer to the exhibit. In this Cisco Unified Contact Center Enteprise system design:
All calls come into the US Data Center for treatment or queuing in a local Cisco Unified IP IVR Agents are located in a call center in the US and India and there are also Mobile Agents in their local countries using
"nailed-up" connections via the local PSTN All agents are using CTI OS for their agent desktop, using a specific connection profile to define the appropriate silent monitoring method for their location In this design, a Supervisor in the US wants to monitor agents in India.
What are the possible combinations that will allow that to happen? (Choose two.)
