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642-242 UCCEI

Unified Contact Center Enterprise Implementation

Exam Number 642-242
Duration 90 minutes (65-75 questions)
Available Languages English
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The 642-242 UCCEI Unified Contact Center Enterprise Implementation Exam tests a candidate's knowledge of deploying Cisco Unified Contact Center Enterprise (Unified CCE) solutions. Cisco Unified CCE is part of the 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. Skills assessed include deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting.

Exam Topics

The exam is closed book and no outside reference materials are allowed. The following topics are general guidelines for the content that is likely to be included on the practical 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 following guidelines may change at any time without notice.

Describe the fault tolerant characteristics of the Cisco Unified CCE solution

  • Explain how the Cisco Unified Intelligent Contact Management (Unified ICM) Call Routing Script can detect and route around failed system components of the Cisco Unified CCE solution
  • Explain the fault tolerant integration of Cisco Unified IP Interactive Voice Response(IVR) with Cisco Unified Communications Manager in the Cisco Unified CCE solution
  • Explain the fault tolerant integration of Cisco Unified Communications Manager with the Cisco Unified ICM Peripheral Gateway
  • Describe the impact of a network failure in the Cisco Unified CCE solution, including the loss of the Cisco Unified ICM private network and the visible and public network
  • Describe the impact on new and existing calls when a component or interface fails in the Cisco Unified CCE solution
  • Describe the impact of a process or network failure on agent states in the Cisco Unified CCE solution
  • Describe the considerations for upgrading one or more components of the Cisco Unified CCE solution
  • Describe the impact on reporting when a component or interface fails in the Cisco Unified CCE solution

Describe the installation process for Cisco Unified ICM components of the Cisco Unified CCE solution

  • Explain the required Microsoft Active Directory components for the Cisco Unified ICM installation and how they are created during installation
  • Describe the required operating system and network configurations for specific Cisco Unified ICM components such as the Call Router, Logger, Peripheral Gateway, Administrative Workstations, and Cisco Unified Intelligence Center servers
  • Describe the required database configurations for the Cisco Unified ICM Logger and Administrative Workstation databases as part of the Unified CCE solution
  • Describe the role of the Cisco Unified ICM Domain Manager tool
  • Explain the order in which specific Cisco Unified ICM components are required to be installed
  • Describe the steps used to install a new Peripheral Gateway (PG)
  • Describe the steps used to install a new Central Controller
  • Describe the steps used to install a new Administrative Workstation and which additional steps are required to enable the Historical Data Server (HDS) and Detail Data Server (DDS) options
  • Describe the steps used to install a new Cisco CTI Server (for computer-aided design [CAD] or Cisco CTI Object Server [CTI OS] clients)
  • Describe the steps used to validate network Cisco Unified ICM interprocess communications
  • Describe the purpose of the Cisco Unified ICM DBA tool as part of the ICM installation process
  • Describe the process to configure and install an Agent or Cisco Unified Communications Manager Peripheral Gateway
  • Describe the process to configure and install an Cisco Unified IP IVR PG

Describe the process to configure and install a Cisco Unified IP IVR PG

  • Describe the process to integrate Cisco Unified IP IVR with Cisco Unified Communications Manager in the Cisco Unified CCE solution
  • Explain the Cisco Media Group in Cisco Unified IP IVR and it is configured
  • Explain the purpose of the Cisco Unified IP IVR Java Telephony Application Programming Interface (JTAPI) Subsystem and how it is configured for use with the Cisco Unified CCE solution
  • Describe the process used to configure the Cisco Unified ICM subsystem
  • Describe the process used to configure database, email, and application-specific routing (ASR) and text-to-speech (TTS) subsystems
  • Explain the use of the Application Subsystem in Cisco Unified IP IVR and how it is configured in the Cisco Unified CCE solution
  • Describe the process used to configure a Cisco Unified ICM postrouting script in Cisco Unified IP IVR
  • Describe the process by which Cisco Unified IP IVR scripts or applications are configured and deployed in the Cisco Unified CCE solution
  • Explain how prompts are created, uploaded, and used in the Cisco Unified IP IVR as part of the Cisco Unified CCE solution
  • Describe the use of the Cisco Unified IP IVR Translation Route Application

Describe the configuration process to integrate the Cisco Unified Communications Manager with the Cisco Unified CCE solution

  • Describe the purpose of JTAPI users in the Cisco Unified Communications Manager and how they are used in the Cisco Unified UCCE solution
  • Describe Cisco IP Phone configuration settings required to support specific Cisco Unified CCE agent features such as Auto Answer, Zip Tone, and Outbound Option
  • Explain the purpose of Locations and Call Admission Control in Cisco Unified Communications Manager and how they are configured for the Cisco Unified CCE solution
  • Describe the steps used to configure a dial plan (that is, patterns, filters, lists, and groups)
  • Describe the purpose of Cisco Unified Communications Manager Partitions and Calling Search Spaces in the Cisco Unified CCE solution
  • Describe the steps used to configure local and cross-cluster Extension Mobility in Cisco Unified Communications Manager for Cisco Unified CCE agents
  • Describe the steps used to configure Cisco Unified Communications Manager groups and device pools
  • Explain how Cisco Unified Communications Manager CTI Route Points are used in the Cisco Unified CCE Solution
  • Describe the use of Cisco Unified Communications Manager CTI Ports for Mobile Agents in the Cisco Unified CCE solution
  • Describe the configuration steps required for Outbound Option in Cisco Unified Communications Manager as part of the Cisco Unified CCE solution
  • Explain the differences between using traditional time-division multiplexing (TDM)-based trunks and Session Initiation Protocol (SIP)-based services in the Cisco Unified CCE solution with Cisco Unified Communications Manager

Describe the configuration process to integrate Cisco Unified ICM with the Cisco Unified CCE solution

  • Describe the Cisco Unified ICM configuration objects for the Cisco Unified Communications Manager Peripheral Gateway and how they are configured for the Cisco Unified CCE solution
  • Describe the Cisco Unified ICM configuration objects for the Cisco Unified IP IVR PG and how they are configured for the Cisco Unified CCE solution
  • Describe the configuration process to configure agents and supervisors in Cisco Unified ICM, including persons, agents, teams, desk settings, agent targeting rules, and device targets
  • Describe the use of dialed numbers and how they are configured in Cisco Unified ICM, Cisco Unified Communications Manager, and Cisco Unified IP IVR as part of the Cisco Unified CCE solution
  • Describe the steps used to configure Cisco CTI OS such as reason and wrap-up codes, supervisor-assisted scripts, and VoIP monitor
  • Describe the steps used to configure CAD such as enterprise data, VoIP monitor, dial strings, reason and wrap-up codes, workflows, teams, and Cisco IP Phone Agent (IPPA)
  • Describe the steps used to configure Outbound Option such as dialers, campaigns, query and import rules, do not call list, admin script, agent selection script, error checking and correction (ECC) variables, and Media Routing Peripheral Gateway
  • Describe the purpose of the Cisco Unified ICM configuration tools found on the Administrative Workstation
  • Explain the purpose of a network Voice Response Unit (VRU) and how it is configured in the Cisco Unified ICM configuration for the Cisco Unified CCE solution
  • Describe the process to build Translation Routes in the Cisco Unified ICM and how they are related to Cisco Unified Communications Manager and Cisco Unified IP IVR in the Cisco Unified CCE solution
  • Describe the configuration options required to enable Mobile Agents in the Cisco Unified ICM and Cisco CTI OS Server of the Cisco Unified CCE solution

Describe the Call Flow Scripting process in Cisco Unified ICM for the Cisco Unified CCE solution

  • Describe the impact that Cisco Unified ICM scripting has on reporting in the Cisco Unified CCE solution
  • Explain the differences between a Cisco Unified ICM Admin and Routing Script in the Cisco Unified CCE solution
  • Describe the steps used to create, validate, and activate a Cisco Unified ICM Call Routing Script in the Cisco Unified CCE solution
  • Explain how the Cisco Unified CCE solution handles calls that are not answered by Cisco Unified CCE agents and how these are handled in Cisco Unified ICM Call Routing Scripts
  • Explain the purpose of the Supervisor and Emergency Assist scripts and how they are created in the Cisco Unified CCE solution
  • Explain the difference between the Call Type and Requalify Cisco Unified ICM Call Flow Script nodes
  • Describe the steps used to create Cisco Unified IP IVR integrated scripts (that is, prompt and collect, queuing, and expected wait time)
  • Describe the use of Cisco Unified ICM Admin Scripts to control Outbound Option campaigns in the Cisco Unified CCE solution
  • Explain the use of Cisco Unified ICM Routing Scripts for agent selection and call backs as part of the Outbound Option in the Cisco Unified CCE solution
  • Describe the purpose of the Cisco Unified ICM Call Type Manager in the Cisco Unified CCE solution
  • Describe the tools available in the Cisco Unified ICM Script Editor such as script monitor, real-time data view, queue requalify, call tracer, importing and exporting, and script explorer
  • Explain the Cisco Unified ICM Call Routing Script logic used to route and queue calls directly to individual agents in the Cisco Unified CCE solution
  • Explain call prioritization in Cisco Unified ICM Call Routing Scripts for the Cisco Unified CCE solution
  • Explain conditions that will cause Cisco Unified ICM to default route a call and how default routes are configured in Cisco Unified ICM
  • Explain the options available in Cisco Unified ICM Call Routing Scripts to access external databases for call routing

The following courses are the recommended training for this exam.

  • Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)
  • Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)
  • 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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