- Exam Code: 642-241
- Exam Name: Unified Contact Center Enterprise Design (UCCED)
- Updated: Sep 01, 2026
- Q & A: 130 Questions and Answers
Cisco Unified Contact Center Enterprise Design (UCCED) : 642-241 exam
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Cisco 642-241 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Scripting and Call Flow Design | 20% | - Advanced call flow design
|
| Topic 2: Peripheral Gateway and System Integration | 15% | - PG configuration and role
|
| Topic 3: Cisco Unified Contact Center Enterprise (UCCE) Architecture | 20% | - Deployment models
|
| Topic 4: Reporting and Monitoring | 10% | - Historical and real-time reporting
|
| Topic 5: Call Routing and Dial Plan Design | 20% | - Integration with PSTN and enterprise telephony
|
| Topic 6: Design Best Practices and Capacity Planning | 15% | - Best practice design principles
|
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question 1
When using the Cisco Unified Communications Manager Extension Mobility feature with Cisco Unified Contact Center Enterprise, which two are the correct sequences for agent login and logout? (Choose two.)
A. Log in to Extension Mobility and Cisco Agent Desktop at the same time.
B. Log in to Cisco Agent Desktop followed by Extension Mobility.
C. Log out of Extension Mobility followed by Cisco Agent Desktop.
D. Log in to Extension Mobility followed by Cisco Agent Desktop.
E. Log out of Cisco Agent Desktop followed by Extension Mobility.
F. Log out of Extension Mobility and Cisco Agent Desktop at the same time.
Question 2
As part of the Cisco Unified Contact Center Enterprise 8.0 solution, how is the Cisco Unified Intelligence Center 8.0(x) deployed?
A. on a dedicated appliance server running the Cisco Voice Operating System
B. on a Cisco Unified Computing System B-Series VMware image with one virtual CPU and 8 GB of RAM
C. co-loaded on an administrative server just like WebView was in prior versions
D. on a dedicated appliance server running Microsoft Windows 2003 Server
Question 3
During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?
A. from the transfer to IVR to the point that the agent answers
B. from the call arrival to the point that the agent is ready
C. from the transfer to IVR to the point that the agent hangs up
D. from the call arrival to the point that the agent answers
Question 4
Which tool is used in Cisco Unified ICM to develop call flows for the Cisco Unified Contact Center Enterprise solution?
A. Applications Editor
B. Call Tracer
C. Config Manager
D. Router Log Viewer
E. Script Editor
Question 5
In the Cisco Unified Contact Center Enterprise solution, which agent-initiated transfer method is not supported?
A. consult transfer to a skill group or queue
B. consult transfer to another agent
C. hookflash transfer to the Cisco Unified IP IVR
D. blind transfer to another agent
Solutions:
| Question 1 Answer: D,E | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: E | Question 5 Answer: C |
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