1.Drop
 
Drag and drop question. Drag the items to the proper

locations.
Correct Answers:       642-456 220-602 642-892
 
2.Drop
 
Drag and drop question. Drag the items to the proper

locations.
Correct Answers:
 
3.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.)

A:Cisco Unified Communications Manager > CM Services >

CM Services > Cisco CallManager > Debug Trace Level

set to Detailed
B:Cisco Unified Communications Manager > CM Services >

CM Services > Cisco CallManager > Debug Trace Level

set to Error
C:Cisco Unified Communications Manager > CTI Services

> SDI > Debug Trace Level set to Error
D:Cisco Unified Communications Manager > CTI Services

> Cisco CTIManager > Debug Trace Level set to Detailed
E:Cisco Unified Communications Manager > CM Services >

Cisco CTIManager > Debug Trace Level set to Detailed
Correct Answers:  A, E

4.Refer to the exhibit. In the distributed Cisco

Unified Contact Center Enterprise design with multiple

Cisco Unified Communications Manager clusters as shown

in the exhibit, what is the impact if Agent 2551

transfers a call, routed to that agent by Cisco

Unified CCE, directly to Agent 1233 using the agent

extension 3311?
 
A: Agent 1233 could get an ACD call routed by Cisco

Unified CCE on extension 3311.
B: Cisco Unified CCE would reject the transfer across

the intercluster trunk automatically.
C: Agent 1233 would get the call, but without any

screen pop or CTI data.
D: Cisco Unified CCE provides cradle-to-grave

reporting on the call once it is sent to Agent 1233.
E: The call would only work if both agents were using

either CAD or CTI OS desktops.
Correct Answers:  C         642-873 640-822 350-018 70-432

5.Refer to the exhibit. In a Cisco Unified Contact

Center Enterprise deployment, Agent 180020 using the

Cisco Unified Communications Manager IP Phone with

Extension 7220 is unable to log in to the system.

Given the configuration in the exhibit, what changes

need to be made to allow this agent to log in?
 
A: Add the agent's device (IP Phone) to the Controlled

Devices for PGuser JTAPI/CTI Application User using

Cisco Unified Communications Manager Administration.
B: Add Agent 180020 to the "Sales" skill group to

allow the system to route calls to the agent.
C: Add the agent's device (IP Phone) to the Controlled

Devices for IPIVRuser JTAPI/CTI Application User using

Cisco Unified Communications Manager Administration.
D: Add the Role "Standard Presence User" to the PGuser

configuration using Cisco Unified Communications

Manager Administration.
Correct Answers:  A

6.Refer to the exhibit. In a Cisco Unified Contact

Center Enterprise deployment with agents deployed as

shown in the exhibit, an agent has reported receiving

CTI screen pops for calls, but then the call is not

sent to the agent. What is a possible cause of this

problem?
 
A: The agent logged in with an extension that does not

exist.
B: The agent logged in using an extension that is

assigned to another agent's phone.
C: The agent's phone is not associated with the PG

User.
D: The agent is still logged into CTIOS on another PC.
Correct Answers:  B

7.When troubleshooting calls that are dropping in the

Cisco IP IVR in the Cisco Unified Contact Center

Enterprise solution, which log file settings would be

useful? Select the three best options for tracing from

the AppAdmin > System > Tracing menu. (Choose three.)

A:Trace Configuration > CRS Engine > SUBSYSTEMS turn

on these MIVR trace Debug levels SS_TEL and SS_ICM
B:Trace Configuration > CRS Engine > SUBSYSTEMS turn

on these MIVR trace Debug levels SS_TEL and SS_JTAPI

and SS_ICM
C:Trace Configuration > CRS Engine > SUBSYSTEMS Under

MISCELLANEOUS, turn on this MIVR trace Debug level for

ENG
D:Trace Configuration > CRS Engine > SUBSYSTEMS Under

LIBRARIES, turn on this MIVR trace Debug level for

LIB_ICM
E:Trace Configuration > CRS Engine > SUBSYSTEMS Under

LIBRARIES, turn on this MIVR trace Debug level for

LIB_JTAPI
Correct Answers:  A, C, D      70-294 642-691 642-383

8.In a Cisco Unified Contact Center Enterprise

deployment, callers are reporting that when they call

in, their calls are being intermittently dropped

without hearing a welcome or queue message.

Which two problems could potentially cause calls not

to reach the Cisco Unified IP IVR? (Choose two.)

A:The Cisco Unified IP IVR Media Group does not have

any remaining channels.
B:The number of ports in the Cisco Unified IP IVR Call

Control Group does not match the number of ports in

the Cisco Unified IP IVR Media Control Group.
C:There are more Cisco Media Channels configured in

the Cisco Unified IP IVR than Cisco Unified

Communications Manager CTI Ports assigned in the Cisco

Unified IP IVR.
D:The Cisco Unified Communications Manager Calling

Search Space of the Gateway of the call does not have

access to the partition in which the Cisco Unified IP

IVR CTI Ports are found.
E:The CTI Ports have not been assigned to a Call

Control Group via AppAdmin in Cisco Unified IP IVR.
F:The Cisco Unified IP IVR CTI Ports do not have a

Calling Search Space assigned in Cisco Unified

Communications Manager.
Correct Answers:  A, D

9.Refer to the exhibit. In a Cisco Unified Contact

Center Enterprise deployment using the Multi-Site

Centralized call processing model, all calls come into

the central site for treatment or queuing and are then

transferred across the WAN to agents. In this

deployment, agents have reported that they are getting

stuck in a reserved state but not getting the actual

call delivered to them. What is the most likely cause

of this failure?
 
A: There are not enough Cisco Unified IP IVR ports

available to queue calls at the central site.
B: The agents have lost connection to the centralized

CTI OS Servers.
C: The agent's phone was off-hook during the transfer

from the Cisco Unified IP IVR.
D: There was not enough bandwidth for the call over

the WAN, and the Cisco Unified Communications

Manager's Locations-based Call Admission Control

rejected the call setup.
Correct Answers:  D

10.Choose the correct sequence of agent state events

from Agent Login to Agent Logout in the Cisco Unified

Contact Center Enterprise solution.

A: login, not ready, ready, available, reserved,

talking, hold, wrap up, logout
B: login, ready, available, reserved, talking, hold,

wrap up, not ready, logout
C: login, not ready, ready, available, reserved, hold,

wrap up, not ready, logout
D: login, not ready, ready, available, reserved,

talking, hold, wrap up, not ready, logout
Correct Answers:  C