IT Certification and Career Paths

642-241 UCCED

Unified Contact Center Enterprise Design

Exam Number 642-241
Duration 90 Minutes (75-85 Questions)
Available Languages English
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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 (Unified CCE) solutions. Cisco Unified CCE is part of 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.

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 Cisco Unified CCE solution

  • Describe the role of Cisco Unified Communications Manager (CUCM) in Cisco Unified CCE
  • Describe the role of voice gateways in Cisco Unified CCE
  • Describe the role of H.323 gatekeepers and Session Initiation Protocol (SIP) Proxy Servers in Cisco Unified CCE
  • Describe the role of Cisco Unified Intelligent Contact Management (Unified ICM) in Cisco Unified CCE
  • Describe the role of CTI in Cisco Unified CCE
  • Describe the role of Cisco Unified interactive voice response (Unified IP IVR) in Cisco Unified CCE
  • Describe the role of IP Phone and Communicator in Cisco Unified CCE
  • Describe the role of LAN and WAN in Cisco Unified CCE environments
  • Describe the role of quality of service (QoS) in Cisco Unified CCE
  • Describe the role of security in Cisco Unified CCE
  • Describe the role of Cisco Unified Mobile Agent in Cisco Unified CCE
  • Describe the role of Cisco Outbound Option in Cisco Unified CCE

Identify the design considerations for Cisco Unified Communications Manager in a Unified CCE solution

  • Describe the impact of CTI devices and CTI users, associations, and agent devices on Cisco Unified Communications Manager capacity
  • Describe the impact of Cisco Unified CCE Outbound Option (SIP- and Skinny Client Control Protocol [SCCP]-based) on Cisco Unified Communications Manager capacity
  • Describe the impact of Cisco Unified Mobile Agent on Cisco Unified Communications Manager capacity
  • Describe the impact of media resources (that is, Music on Hold [MOH], digital signal processor [DSP], and conference) in Cisco Unified Communications Manager
  • List the supported Cisco IP Phones supported with the Cisco Unified CCE solution and specific features of the phones
  • Describe the impact of Call Admission Control (CAC) and automated alternate routing (AAR) in Cisco Unified Communications Manager
  • Describe dial plan considerations in Cisco Unified Communications Manager for Cisco Unified CCE
  • Describe the impact of the multiline automatic call distributor (ACD) functionality of Cisco Unified CCE on Cisco Unified Communications Manager
  • Describe the impact of local and cross-cluster extension mobility in Cisco Unified Communications Manager
  • Describe the impact of Cisco Unified Communications Manager groups and device pools in Cisco Unified Communications Manager

Identify the network design considerations in a Cisco Unified CCE solution

  • Explain network requirements for the Cisco Intelligent Contact Management visible and private network connections in a Cisco Unified CCE solution
  • Describe how the Cisco Unified CCE solution integrates with a Microsoft Active Directory architecture
  • List options for providing transcoding, conferencing, and media resources for a Cisco Unified CCE solution and their impact on capacity and functionality
  • List the call transfer methods supported by the Cisco Unified CCE solution
  • Describe the high-availability options of all components supported in the Cisco Unified CCE solution
  • Describe the methods available to secure the Cisco Unified CCE solution and their impact on system capacity and functionality
  • Describe the interoperability of voice protocols in the Cisco Unified CCE environment (IP gateway)
  • Describe the factors used in bandwidth sizing of the Cisco Unified CCE solution for the visible and private networks as well as remote agent desktops and reporting users
  • Explain the network requirements to support the Clustering over the WAN (CoW) deployment model for the Cisco Unified CCE solution
  • Describe the impact of carrier-based SIP trunk usage on the Cisco Unified CCE solution
  • Describe the basic deployment models for the Cisco Unified CCE solution (single site, multisite centralized, multisite distributed, parent and child, and CoW)
  • Describe the Cisco Unified Computing System and support for the Cisco Unified CCE solution

Identify the design considerations for Cisco Unified ICM in a Cisco Unified CCE solution

  • Explain the multiline ACD feature and its requirements for the Cisco Unified CCE solution
  • Describe both the Analysis Manager and Diagnostic Framework and how they are used in the Cisco Unified CCE solution
  • Describe the differences between the Cisco Unified Intelligence Center Standard and Premium versions
  • Describe the differences between the Cisco Unified Intelligence Center Standard and Cisco WebView reporting tools
  • Describe the impact of using 15-minute reporting data in the Cisco Unified CCE solution
  • Describe the reporting implications of network queuing versus local queuing
  • Describe the use of call types for reporting data segmentation
  • Describe the supported Cisco Unified ICM Administrative Workstation models and their purpose in the Cisco Unified CCE solution
  • Describe the impact of Cisco Unified ICM peripheral gateway options (that is, Cisco Unified Mobile Agent, number of skills per agent, Cisco Outbound Option, Cisco Agent Desktop [CAD], and CAD with Cisco IP Phone Agent [IPPA]) on peripheral gateway capacity in the Cisco Unified CCE solution
  • Describe call flow models supported in the Cisco Unified CCE solution, including prerouting, postrouting, translation routing and agent-initiated transfers
  • Describe the network requirements for peripheral gatewayto Cisco Unified ICM Central Controller over the WAN with Cisco Unified CCE
  • Describe the selection criteria for choosing Cisco CTI Object Server (CTI OS) or CAD
  • Describe the silent monitoring options for the Cisco Unified CCE solution and the factors that are used to select the appropriate method
  • Describe the impact of using the Cisco Unified CCE SIP dialer over the legacy SCCP-based dialer
  • Describe ring no answer treatment options and their impacts on reporting and call processing
  • Describe the agent target rules feature of Cisco Unified ICM and the impact it has on the Cisco Unified CCE solution
  • Describe the impact of adding Cisco Unified Mobile Agent to Cisco Unified ICM as an option in the Cisco Unified CCE solution

Describe the sizing process for contact center resources and Cisco Unified CCE components

  • Describe common sizing inputs such as agent talk time, queue time, and wrap-up time and their impact on sizing contact center resources
  • Explain how Erlang calculations are used as part of the sizing for contact center resources
  • Describe sizing tools that are provided by Cisco for the Unified CCE solution and how they are used
  • Describe the factors that are used to size the components of the Cisco Unified CCE solution — including Cisco Unified Communications Manager, Cisco IP Interactive Voice Response, and Unified ICM components, e.g. peripheral gateway, router, logger, administrative workstations
  • Describe the factors that are used in sizing the bandwidth required for the Cisco Unified CCE solution
  • Describe the factors that impact database sizing in the Cisco Unified CCE solution for the Unified ICM Central Controller, and Historical Data Server (HDS) and digital data service (DDS) databases

The following courses are the recommended training for this exam.

  • Administering Cisco Unified Contact Center Enterprise (AUCCE)
  • 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.

A variety of Cisco Press titles may be available for this exam. These titles can be purchased through the Cisco Marketplace Bookstore, directly from Cisco Press.

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