Braindumps of 642-164
The exam is tough but the guide from www.exams.ws was
really helpfu.. Thanks to the dumpers.
In a high availability scenario, what is the longest
expected downtime for a Cisco Agent Desktop failover?
A. 30 seconds
B. 45 seconds
C. 10 seconds
D. 60 seconds
CiscoWorks IP Telephony Environment Monitor (ITEM) provides
what two serviceability capabilities? (Choose two.)
A. Monitoring of Cisco voice elements
B. Diagnostic trace tools to analyze connectivity
C. Problem alerts for operations personnel
D. User Tracking to track IP telephones
E. Tool to collect syslog messages from multiple sources
Which configuration enables a Cisco Unified Contact
Center Express server to fail over to a secondary Cisco
Unified Communications Manager server when the primary
A. Configure LDAP with a secondary profile.
B. Configure a second Cisco Unified Communications Manager
telephony user with an alternate range of CTI ports.
C. Configure the telephony provider with a primary and
secondary Cisco Unified Communications Manager IP address.
D. No special configuration is needed.
What happens if all CTI ports for the configured CTI
Port Group are busy when a new call arrives?
A. CallManager will forward the call to the directory
number configured for forward-on busy for this CTI Route
Point in CallManager.
B. Caller will receive ringing treatment.
C. An exception is raised, but the call is accepted
D. Caller will receive network busy treatment.
E. CallManager will forward the caller to the directory
number configured in IPCC Express for overflow.
Which agent will be selected when the Resource Selection
Criteria is set to circular routing?
A. the next available agent, based on the last agent
selected and the agent order in the Resources list
B. the agent who has been in the Available state for
the longest amount of time
C. the next available agent with the highest priority,
as determined by the agent order in the Resources list
D. the agent assigned to the selected Resource Group
and is thus qualified to be selected
Which two Customer Response Solution deployment scenarios
are valid for Cisco Unified Communications? (Choose
A. Contact Center Express communication with ICM via
a co-resident PG
B. Contact Center Express using the Enterprise CTI-OS
C. IP IVR integrating with the Enterprise version to
function as a queue point and self-service platform
D. Contact Center Express communicating with ICM via
a standalone PG on an expansion server
E. Contact Center Express using the Enterprise Outbound
In CRS Administration, what is created on the Communications
Manager when you add a Unified CM Telephony group?
A. CRS CTI Route Point
B. CTI Ports
C. CRS Call Control Group
D. Communications Manager Call Control Group
How is the default e-mail address in the E-mail Subsystem
Configuration page used?
A. It receives all mail sent in the Send E-mail step
as a bcc.
B. It is used if no e-mail contact is specified in the
Create E-mail step.
C. It becomes the From address in the Send E-Mail step
if no address is specified.
D. It automatically receives alarms generated by the
Cisco CRS Server.
Where do you enable the CRS engine?
A. Cluster Setup page
B. Server Setup page
C. Publisher Activation page
D. Component Activation page
An organization wants to collect an account number from
a customer via IVR prompting. Then, using a keystroke
macro, they want to pop the account number into the
account number field in the agent's CRM desktop application.
The keystroke macro will also initiate the CRM desktop
application, executing a database lookup from the CRM
Database server to retrieve the customer record. Assuming
the organization wants the lowest cost solution, what
product does this organization need for this capability?
A. IPCC Express Premium
B. IP IVR
C. IPCC Express Standard
D. IPCC Express Enhanced
E. IPCC Enterprise
What does CSQ stand for in Cisco Unified Contact Center
A. Common Service Queue
B. Contact Skill Queue
C. Common Skill Queue
D. Contact Service Queue
E. Competence Skill Queue
F. Competence Service Queue
What is the main function of the CRS Editor?
A. remotely manages the LDAP Directory
B. creates CRS Engine reports
C. creates application scripts for call flows
D. manages the CRS Server
In Cisco Unified Contact Center Express, where is wrap-up
A. in CSQ configuration on Application Administration
B. in workflow groups on Cisco Desktop Administrator
C. in the Cisco Supervisor Desktop
D. in resource configuration on Application Administration