642-241

Unified Contact Center Enterprise Design

The 642-241 UCCED Unified Contact Center Enterprise Design exam tests a candidate's knowledge of design considerations and guidelines for deploying 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.

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Exam Topics:

The following topics are general guidelines for the content likely to be included on the 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 the features and functionality of the UCCE solution (team)

Describe the role of CallManager in UCCE
Describe the role of Gateways in UCCE
Describe the role of Gatekeepers & Proxy Servers in UCCE
Describe the role of ICM in UCCE
Describe the role of CTI in UCCE
Describe the role of IP IVR in UCCE
Describe the role of CVP in UCCE
Describe the role of IP Phones & Communicator in UCCE
Describe the role of LAN/WAN Networking in UCCE environments
Describe the role of QoS in UCCE
Describe the role of Security in UCCE

Identify the design considerations for Unified CallManager in a UCCE solution

Describe the impact of CTI devices and agent devices on CallManager capacity
Describe the impact of CTI users and associations of CTI devices on CallManager capacity
Describe the impact of AD, DC Directory, & iPlanet integration with CallManager
Describe the impact of MOH and media resources in CallManager
Describe the impact of JTAPI connections over the WAN in CallManager
Describe the impact of CAC & AAR in CallManager
Describe the impact of dial plan considerations in CallManager
Describe the impact of Calling Search Space/Partition, codec, conferences, & MTP in CallManager
Describe the impact of extension mobility in CallManager
Describe the impact of CallManager groups & device pool in CallManager
Describe the impact of attendant console in CallManager

Identify the design considerations for network components in a UCCE solution

List the factors that contribute to Gateway capacity calculations
Explain how H.323 Gateways & Gatekeepers are used with CVP
Explain how SIP Gateways & Proxy Servers are used with CVP
Explain how VoiceXML Gateways are used with CVP
Describe the QoS requirements for Gateways
Explain how applications and services are used on Gateways
List the call transfer methods supported by the UCCE solution
Describe the call survivability/high availability options available in the UCCE solution
List network security options for voice calls
Describe interoperability of voice protocols in the UCCE environment (IP Gateway)
List the factors that impact bandwidth capacity in the UCCE environment

Identify the design considerations for Unified ICM in a UCCE solution

Describe the usage of public and private networks in ICM (fault tolerance)
Describe the usage of public networks (LANs & WANs) in ICM (see 4.15)
Describe the integration between the ICM and the AD infrastructure
Explain the importance of QoS in a UCCE solution
Explain database requirements and their impact on a UCCE solution
Describe the reporting implications of network queuing vs. local queuing
Describe the use of call types for reporting data segmentation
Describe the use of data filtering with CVP reporting
Describe the options for Admin Workstation/HDS/WebView Servers
Differentiate between CVP and IP IVR as a queue point
Differentiate between CVP and IP IVR as a self-service platform
Describe the advantages & disadvantages of using MicroApp vs. voiceXML server scripting (ECC variables and their impact on the database)
Describe factors that impact PG performance (mobile agent, number of skills per agent, Outbound Option, CAD, & CAD with IPPA)
Describe the network requirements for clustering over the WAN with UCCE
Describe the network requirements for PG to ICM Central Controller over the WAN with UCCE
Describe the selection criteria for choosing System Unified CCE
Describe the selection criteria for choosing CTI OS or CAD