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Cisco 642-243 Exam Sample Questions

Question: 5

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 “Scriptl .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?

  1. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Abandoned” in the Cisco Unified CCE Call Type reporting.
  2. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Transferred Out” in the Cisco Unified CCE Call Type reporting.
  3. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Handled” in the Cisco Unified CCE Call Type reporting.
  4. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
  5. Callers will remain in queue after they leave the voice-mail message.


Answer: A

Question: 3

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 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.)

  1. The incorrect CTIOS Server IP and Port are configured on the new agent’s CTI desktop.
  2. The new phone used by the agent is not associated with IVRJtapiUser.
  3. A new Device Target needs to be added for the phone in the Config (for example,/devtype ipphone/DN 12345).
  4. The phone has call forwarding and call waiting enabled.
  5. The new phone used by the agent is not associated with PGJtapiUser.


Answer: C,E

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Question: 5

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 “Scriptl .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?

  1. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Abandoned” in the Cisco Unified CCE Call Type reporting.
  2. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Transferred Out” in the Cisco Unified CCE Call Type reporting.
  3. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Handled” in the Cisco Unified CCE Call Type reporting.
  4. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
  5. Callers will remain in queue after they leave the voice-mail message.


Answer: A

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Question: 1

Choose the correct sequence of agent state events from Agent Login to Agent Logout in the Cisco Unified Contact Center Enterprise solution.

  1. login, not ready, ready, available, reserved, talking, hold, wrap up, logout
  2. login, ready, available, reserved, talking, hold, wrap up, not ready, logout
  3. login, not ready, ready, available, reserved, hold, wrap up, not ready, logout
  4. login, not ready, ready, available, reserved, talking, hold, wrap up, not ready, logout


Answer: C

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Question: 5

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 “Scriptl .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?

  1. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Abandoned” in the Cisco Unified CCE Call Type reporting.
  2. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Transferred Out” in the Cisco Unified CCE Call Type reporting.
  3. Calls that are sent to voice mail from the Cisco Unified IP IVR script will appear as “Handled” in the Cisco Unified CCE Call Type reporting.
  4. All calls that are sent to this script will be sent to the vmEXT using the Call Redirect step.
  5. Callers will remain in queue after they leave the voice-mail message.


Answer: A

Question: 3

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 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.)

  1. The incorrect CTIOS Server IP and Port are configured on the new agent’s CTI desktop.
  2. The new phone used by the agent is not associated with IVRJtapiUser.
  3. A new Device Target needs to be added for the phone in the Config (for example,/devtype ipphone/DN 12345).
  4. The phone has call forwarding and call waiting enabled.
  5. The new phone used by the agent is not associated with PGJtapiUser.


Answer: C,E