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Last Updated: Sep 14, 2026
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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Cisco Unified CVP (Customer Voice Portal) | - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design |
| Topic 2: UCCE Architecture and Components | - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design - Cisco Unified Contact Center Enterprise architecture overview |
| Topic 3: Reporting and Monitoring | - Historical and real-time reporting concepts - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design |
| Topic 4: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - High availability and redundancy design - Agent, call volume, and concurrency planning |
| Topic 5: Security and Integration | - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager - Security design for contact center environments |
| Topic 6: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the voice gateway port engaged?
- A. from the transfer to IVR to the point that the agent hangs up
- B. from the call arrival to the point that the agent hangs up
- C. from the call arrival to the point that the agent is ready
- D. from the call arrival to the point that the agent answers
Correct Answer: B 🗳️
Which three features or functionalities does Cisco Unified Communications Manager provide for the Cisco Unified Contact Center Enterprise solution? (Choose three.)
- A. agent, supervisor, and team configuration
- B. call routing from PSTN gateway to agents
- C. Cisco Extension Mobility for agents
- D. call routing from PSTN gateway to Cisco Unified IP IVR
- E. hunt groups and pickup groups for Cisco Unified Contact Center Enterprise
- F. CTI data on Cisco Agent Desktop screen pop
Correct Answer: B,C,D 🗳️
In the Cisco ICM ConfigManager Peripheral Gateway Explorer, when setting the Peripheral Configuration for the Cisco Unified Communications Manager Multi-Line ACD feature, what are the two expected behaviors of the system when the settings are as shown? (Choose two.)
- A. The CTI Desktop will monitor only one ACD line, but all other lines will be shown on the desktop.
- B. The CTI Desktop will show only the ACD line that the agent used to log in.
- C. If the agent selects another line on the Cisco Unified IP phone, the agent state will change to Not Ready.
- D. If the agent selects another line on the Cisco Unified IP phone, the agent state will not change.
Correct Answer: B,D 🗳️
The process of sending pre-call data about a call to a targeted site in the Cisco Unified Contact Center Enterprise solution is known as which of these terms?
- A. pre-routing
- B. service control routing
- C. event-based routing
- D. translation routing
- E. post-routing
Correct Answer: D 🗳️
In the Cisco Unified Contact Center Enterprise 8.0(x) solution, both WebView and Cisco Unified Intelligence Center are provided as reporting tools. Which statement is true?
- A. WebView 8.0(x) reports can be automatically converted to Cisco Unified Intelligence Center 8.0(x) templates.
- B. WebView 8.0(x) does not include report templates for 15-minute-interval reports.
- C. Cisco Unified Intelligence Center 8.0(x) includes stock report templates for Cisco Unified Contact Center Express.
- D. Cisco Unified Intelligence Center 8.0(x) includes an Event Viewer tool to display system error and warnings.
Correct Answer: B 🗳️
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