- Exam Code: 642-241
- Exam Name: Unified Contact Center Enterprise Design (UCCED)
- Updated: Oct 17, 2026
- Q & A: 130 Questions and Answers
Cisco Unified Contact Center Enterprise Design (UCCED) : 642-241
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Cisco 642-241 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Dial Plan and Call Routing Design | - Routing scripts and VXML/CVP integration concepts - Routing logic and call treatment design - Dial plan considerations for enterprise contact centers |
| 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 |
| Cisco Unified CVP (Customer Voice Portal) | - SIP and voice gateway integration - CVP deployment models (standalone, comprehensive) - Self-service call flows and IVR design |
| Reporting and Monitoring | - Historical and real-time reporting concepts - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design |
| Security and Integration | - Integration with Cisco Unified Communications Manager - CRM and third-party system integration concepts - Security design for contact center environments |
| System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - High availability and redundancy design - Agent, call volume, and concurrency planning |
Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:
Question #1
Which failure scenario in the Cisco Unified Contact Center Enterprise solution would stop all processing and routing of contact center calls?
- A. ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.
- B. ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
- C. ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
- D. ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
- E. ICM Logger Side A fails at the same time that ICM Logger Side B fails.
- F. ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
Correct Answer: A 🗳️
Question #2
In a Cisco Unified Contact Center Enterprise that is deployed in a multisite centralized model, which resource can be used for transcoding?
- A. Cisco Unified IP phone built-in-bridge
- B. Cisco Unified Communications Manager software conference bridge resources
- C. Cisco Unified IP IVR CTI ports
- D. Cisco Unified Communications Manager CTI route points
Correct Answer: A 🗳️
Question #3
The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?
- A. Cisco Unified Communications Manager Real-Time Monitoring Tool
- B. Cisco Unified Contact Center Enterprise Support Tools
- C. Cisco Unified ICM CLI
- D. direct URL that is typed into an Internet browser
- E. Web-based portico interface
Correct Answer: B 🗳️
Question #4
Which two functions are provided by the Cisco Unified Contact Center Enterprise Cisco Agent and Supervisor Desktop software? (Choose two.)
- A. A supervisor can start recording of an agent call on demand.
- B. Agents can change their passwords.
- C. A supervisor can reskill an agent using a task button.
- D. Agents can log in from Cisco IP phones.
Correct Answer: A,D 🗳️
Question #5
In a Cisco Unified Contact Center Enterprise customer design, there is a remote PSTN voice gateway with a single T1 in a G.729 region. Calls will cross the WAN to reach one of 14 agents using G.729 Cisco IP phones or be queued in one of 10 available Cisco Unified IP IVR ports (configured for G.711). Which is the correct quantity and type of resource to support these calls in this configuration?
- A. 10 conference bridges
- B. 24 hardware transcoders
- C. 10 hardware transcoders
- D. 24 conference bridges
Correct Answer: C 🗳️
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