642-242 UCCEI
Unified Contact Center Enterprise Implementation
Exam Description
The 642-242 UCCEI Unified Contact Center Enterprise Implementation exam assesses candidate’s deployment knowledge for Cisco Unified Contact Center Enterprise solutions. Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network.
Exam Topics
The following topics are general guidelines for the content likely to be included on the Remote Access exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
Describe how the various UCCE components are integrated
* Describe call flow
* Describe call flow states (initial prompt and collect or self-service, queue, talking)
* Identify the protocols used to interconnect each of the components
* Describe how incoming calls are routed around failed components
* Describe the impact on existing calls when a component or interface fails
* Describe the impact of a process or network failure on agent states
* Describe the considerations for upgrading one or more components of the UCCE
* Describe the impact on reporting when a component or interface fails
Install ICM Components for UCCE
* Describe the dependency on OS networking components (AD, Domain Controllers and FSMO roles, DNS, SNMP)
* Describe the relationship of the AD containers for ICM Describe the required OS configurations (drive partitions, NIC settings, IP addressing, DNS settings, static routes)
* Describe the required database configurations (SQL Server, authentication mode, binary sort order, database and log file sizing)
* Describe the role of the Domain Manager tool (instance)
* Describe the recommended order of installation for ICM software components
* Describe the steps used to install a new PG
* Describe the steps used to install a new Central Controller
* Describe the steps used to install a new AW
* Describe the steps used to install a new CTI Server (CAD and CTI OS)
* Describe the steps used to validate network & ICM interprocess communications
Configure IP IVR for integration with UCCE
* Describe the process used to configure LDAP
* Describe the process used to configure media group
* Describe the process used to configure JTAPI subsystem
* Describe the process used to configure ICM subsystem
* Describe the process used to configure database, email, and ASR and TTS subsystems
* Describe the process used to configure an application subsystem
* Describe the process used to configure an ICM post-routing script
* Describe call routing best practices (redirects under ICM control)
Configure CallManager for UCCE
* Describe the process used to configure and associate ICM JTAPI users (phones and CTI route points)
* Describe Cisco IP Phone configurations specific to UCCE agents
* Describe the steps used to configure CAC & AAR
* Describe the steps used to configure a dial plan (patterns, filters, lists, and groups)
* Describe the steps used to configure Calling Search Space/Partition, codec, conferences, & MTP
* Describe the steps used to configure extension mobility
* Describe the steps used to configure CallManager groups & device pools
Configure Unified ICM for UCCE
* Describe the steps used to configure the CallManager PG (peripheral, skill groups, services, dialed number plan)
* Describe the steps used to configure the VRU PG (network VRU, peripheral, network trunk groups, routes, network VRU scripts, VRU types)
* Describe the steps used to configure the agents and supervisors (agent teams, agent desk settings, device targets, persons, agent skill members)
* Describe the steps used to configure dialed numbers (call types, labels, customer instance, translation routes, agent target rules)
* Describe the steps used to configure CTI OS (reason/wrapup codes, supervisor assisted scripts, VoIP monitor)
* Describe the steps used to configure CAD (enterprise data, VoIP monitor, dial strings, reason/wrapup codes, workflows, teams, IPPA)
* Describe the steps used to configure outbound option (dialers, campaigns, query/import rules, do not call list, admin script, agent selection script, ECC variables, MR PG)
* Describe the purpose of the available configuration tools
Create Scripts for UCCE
* Describe the impact scripting has on reporting
* Describe the purpose of an Admin script
* Describe the steps used to create a call routing script
* Describe the steps used to create a RNA script
* Describe the steps used to create supervisor assist script
* Describe the steps used to create emergency assist script
* Describe the steps used to create IP IVR integrated scripts (prompt and collect, queuing, expected wait time)
* Describe the steps used to create CVP integrated scripts using MicroApp (prompt and collect, queuing)
* Describe the steps used to create CVP integrated scripts using VoiceXML Server (prompt and collect, queuing)
* Describe the purpose of the call type manager (script scheduler)
* Identify the tools available in script editor (script monitor, real-time data view, queue requalify, call tracer, importing/exporting, script explorer)
* Describe the steps used to route and queue calls directly to individual agents
* Describe how prioritization works for calls in queue
* Describe how default routing is configured (when and why it occurs)
* Describe the various ways routing scripts can access external databases
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