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Exam Description:

The 642-243 UCCES Unified Contact Center Enterprise Support Exam assesses a candidate's troubleshooting and support knowledge for Cisco Unified Contact Center Enterprise (Unified CCE) solutions. Cisco Unified CCE is part of the Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop computer telephony integration (CTI), and multichannel contact management to contact center agents over an IP network.

Recommended Training:

The following course is the recommended training for this exam:
 

  •     Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)
  •     Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)
  •     Deploying Cisco Unified Contact Center Enterprise (DUCCE)

Courses listed are offered by Cisco Learning Partners-the only authorized source for Cisco IT training delivered exclusively by Certified Cisco Instructors. Check the List of Learning Partners for a Cisco Learning Partner nearest you.


Exam Number    :      642-243

Duration    :        75 minutes (40-50 questions)

Available Languages    :    English

Register    :    Pearson VUE


Dumps4download 642-243 Exam Question 10

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_TELand SS_ICM
B. Trace Configuration > CRS Engine > SUBSYSTEMS turn on these MIVR trace Debug levels SS_TELand SS_JTAPI and SS_ICM
C. Trace Configuration > CRS Engine > SUBSYSTEMS Under MISCELLANEOUS, turn on this MIVRtrace Debug level for ENG
D. Trace Configuration > CRS Engine > SUBSYSTEMS Under LIBRARIES, turn on this MIVR trace

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Free Cisco 642-243 Exam Question 9

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.

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PDF 642-243 Dumps Exam Question 8

In the Cisco Unified Contact Center Enterprise solution, the Cisco Unified ICM Script Editor Agent-to-Agent Node is used to send calls between agents in the system. Which item is not applicable to the Agent-to-Agent Node usage?

A. When selecting an agent by "Peripheral Number," an expression is required.
B. When selecting an agent by "Enterprise Name," an expression is required.
C. An agent may be selected by Peripheral Number, Enterprise Name, or Skill Target ID.
D. When the "Node fails if agent is unavailable" option is checked, the specified agent must be in a Ready state for the "success" branch of the node to be executed.
E. When the "Node fails if agent is unavailable" option is not checked, the "success" branch of the node is executed and the Cisco Unified ICM Call Router sends the call if the Call Router finds a valid label for the agent

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Cisco 642-243 Dumps Exam Question 7

The DNIS 9091 is not configured as a JTAPI Application for the Cisco Unified IP IVR.

B. The GED-125 Service Control Interface does not support Subtype 7 as part of a routing dialog.
C. The IP-IVR Script "NoAgents.aef" does not exist.
D. The Cisco Unified IP IVR Script "NoAgents.aef" is missing an "Accept Contact" step in the workflow.
E. The Cisco Unified IP IVR ICM Service is out of service and needs to be restarted.

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642-243 Dumps Exam Question 6

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise deployment, call center agents report that calls drop intermittently as soon as they answer the phone. Callers who experienced the symptoms said they did not hang up, they were disconnected by the system. The Cisco Unified Communications Manager log files were examined during this failure, with  specific items noted.
Given these symptoms and the information in the log file, what is the most likely cause of this problem?"

A. lack of Music on Hold resources in Cisco Unified Communications Manager
B. lack of Conference Bridge resources in Cisco Unified Communications Manager
C. lack of Transcoder resources in Cisco Unified Communications Manager
D. lack of trunk or port resources on Voice Gateway

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Free 642-243 Training Exam Question 5

Refer to the exhibit. In a Cisco Unified Contact Center Enterprise system, an agent reports being unable totransfer or conference callers with other agents. The agent is able to accept new inbound calls from thesystem, but cannot transfer the call. The log files shown in the exhibit were collected from the Cisco UnifiedCommunications Manager PIM logs, the JTAPI Gateway log, and the Cisco Unified CommunicationsManager Trace log during testing of this failure. Which issue may be the cause of this problem?

A. The wrong Calling Search Space is defined on the Agent IP Phone in Cisco Unified Communications Manager.
B. The wrong Partition is defined on Agent Directory Number on the IP Phone in Cisco Unified Communications Manager.
C. No Transcoding Resources are defined in the MRGL assigned on the IP Phone in Cisco Unified Communications Manager.
D. Cisco Unified Communications Manager only allows one call leg per Directory Number on the IP Phone. The transfer fails due to the second call leg being invoked by the agent.

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Cisco 642-243 Exam Questions 4

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.)

A. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor any CTI OS agent in India.
B. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the Mobile Agents in India.
C. The Supervisor logs in using the "Desktop Monitoring" profile and can monitor the internal or local Call Center Agents in India.
D. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor any CTI OS agent in India.
E. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the Mobile Agents in India.
F. The Supervisor logs in using the "India-CTI OS Silent Monitor Server" profile and can monitor the internal or local Call Center Agents in India

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Cisco 642-243 Free Exam Question 3

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?

A. dump mds /bt 09:30 /nobinary /o
B. dumplog mds /bd 03/10/2008 /9:30 /o
C. dumplog mds /bd 03/10/2008 /bt 09:30 /nobin /o
D. dumplog /bd 03/10/2008 /bt 09:30 /nobin /o

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642-243 Dumps Exam Question 2

In a Cisco Unified Contact Center Enterprise system, external callers being queued on the Cisco Unified IPIVR 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.)

A. Check that the codec configuration matches between the voice gateway configuration on the Cisco Unified Communications Manager, and the codec configured on the Cisco Unified IP IVR/CRS server.
B. Trace the voice path of a problem call through the network, collecting and analyzing traffic from the voice gateway and Cisco Unified IP IVR/CRS server.
C. Enable Performance Monitor counters on the Cisco Unified IP IVR/CRS server to monitor CPU and memory usage.
D. Collect JTAPI logs from the Cisco Unified IP IVR to investigate any errors with the call control messages.
E. Verify the MTP resources that are available in Cisco Unified Communications Manager for this call flow.

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Cisco 642-243 Real Exam Question 1

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.)

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

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