Testinside 642-162V2.98认证考试题库考题分享.doc

Exam : Cisco 642-162 Title : IP Contact Center Express Implementation Exam Version : V2.98English: www.TestIGB: www.TTestInside,help you pass any IT exam!1. How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)? A. one language for both the CAD and the CSD B. one language for the CAD and a different language for the CSD C. two languages for the CAD and one language for the CSD D. two languages for both the CAD and the CSD Answer: A2. The CRS Installer is used to perform which functions? (Choose three.) A. install CRS software B. back up CRS data C. repair a CRS installation D. back up CallManager data E. remove a CRS installation (uninstall) F. activate CRS components Answer: ACE3. Which Codec should be selected when a CRS cluster uses Automatic Speech Recognition (ASR)? A. G.711 B. G.723 C. G.729 D. Any Codec works fine with ASR. Answer: A4. In CRS Administration, when you add a JTAPI Call Control Group, what is created on the Cisco CallManager? A. CallManager Call Control Group B. CRS CTI Route Point C. CRS JTAPI User D. CTI ports E. CRS Call Control Group F. CTI Route Points and directory numbers Answer: D5. How are CTI ports in a CTI Port Group added on the CRS Server? A. They must be created in Cisco Unified CallManager in ascending order (i.e., 1001, 1002, and 1003) with no gaps or missing numbers in the group. B. They can be assigned as a range of ports in CRS Application Administration. C. They are the same as the CTI Route Points in the Cisco Unified CallManager and automatically built in CRS when they are associated with the JTAPI user. D. They are the same as the CTI Route Points in the Cisco Unified CallManager and automatically built in CRS when they are associated with the RM JTAPI user. Answer: B6. Where do you enable the CRS engine? A. Publisher Activation page B. Component Activation page C. Cluster Setup page D. Server Setup page Answer: B7. Which Media Resource collects DTMF data from callers? A. JTAPI B. Cisco Media Termination (CMT) C. MRCP ASR D. MRCP TTS Answer: B8. The Cisco CRS Server must be configured to communicate and interoperate with the Cisco CallManager. Which two must be configured on the Cisco CRS Server? (Choose two.) A. Application Management to load applications B. JTAPI Subsystem with the JTAPI Call Control Group C. Database Subsystem communication with LDAP Directory D. JTAPI Subsystem with the JTAPI provider Answer: BD9. What are the components of the JTAPI Subsystem? (Choose three.) A. provider B. CTI ports C. call control groups D. CMT Dialog Control Group E. trigger F. RM provider Answer: ACE10. Which of the following are automatically configured on the CallManager when entered on the CRS Application Administration? (Choose three.) A. CTI port B. CTI Route Point C. agent skills D. JTAPI user E. CRS prompt language F. ASR provider Answer: ABD11. Which of the following step libraries is included in the license for IPCC Express Standard? A. ICM steps B. e-mail steps C. media steps D. database steps Answer: C12. When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow? A. No. B. Yes. C. Yes, but they must be manually passed via input and output mapping. D. Yes, but they must be manually created in both flows and have the same name. Answer: C13. How do you start an event-triggered debug session? A. Select Start from the Debug menu in CRS Script Editor. B. Select Reactive Script. from the Debug menu in CRS Script Editor. C. Select Debugging from the Trace menu in CRS Application Administration. D. Select Start Trace from the Trace menu in CRS Application Administration. Answer: B14. When deploying IPCC Express 4.0 for the first time, when and where is the licensing of the customer specified? A. during Installation Cluster Setup, in the CRS Installer B. after installation, during first-time login, in CRS Application Administration C. after installation, in CRS License Update Utility D. during Installation Server Setup, in the CRS Installer Answer: B15. Which of the following require physical CD/DVD media to be ordered and received prior to patching and/or upgrading IPCC Express 4.0? (Choose two.) A. Major Release B. Minor Release C. Maintenance Release D. Service Release E. Engineering Special Answer: AB16. In IPCC Express 4.0, where is product licensing stored, and how can configured licenses be viewed? A. stored in local files, viewed in CRS License Update Utility B. stored in LDAP, viewed in CRS Application Administration C. stored in local files, viewed in CRS Application Administration D. stored in LDAP, viewed in CRS License Update Utility Answer: B17. What are two possible root causes of the Application Subsystem going into partial service? (Choose two.) A. JTAPI User problem B. CTI Route Point problem C. CTI Port Group problem D. script problem E. application problem Answer: DE18. A customer with IPCC Express Standard reports that a script using the Database steps is not working. What is the most likely root cause? A. The script probably has an error in the DSN configuration. B. IPCC Express Standard is not licensed for Database steps. C. The script probably has an error in the query string. D. There is probably an interoperability problem between IPCC Express and the database. Answer: B19. What can you install on IPCC Express to protect against worms, zero-day viruses, and other immediate security threats? A. Microsoft Management Console B. Cisco Security Agent (headless agent) C. Cisco Security Agent Management Center D. Microsoft SQL Server 2000 Answer: B20. What three tasks are required to add a CRS application? (Choose three.) A. create a trigger B. create an application C. restart the CRS engine D. upload script to repository E. configure default session timeout Answer: ABD21. What should you set the Client Configuration to when configuring the ODBC Data Source for the Database Subsystem? A. TCP/IP B. Multiprotocol C. Named Pipes D. NWLink IPX/SPX Answer: A22. Which statement is true about the default script field when adding an application? A. When a caller does not enter a choice in a Menu step, it will execute the default script. B. Any problems running the configured script will cause the default script to be executed. C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. Answer: B23. Which CRS Subsystem handles connections between the Application Server and the Enterprise Databases? A. Media B. JTAPI C. Database D. Application Answer: C24. If an existing script is uploaded to the CRS, what does it ask? A. Do you want to debug the script? B. Do you want to refresh the script? C. Do you want to save the application? D. Do you want to return to Script Management? Answer: B25. Which Subsystem needs to be configured before JTAPI triggers can be set to receive non-ASR calls exclusively? A. ICD B. Database C. Cisco Media D. Nuance ASR Answer: C26. The CTI Port Group is configured under which Subsystem? A. ICD B. CMT C. JTAPI D. Application Answer: C27. Which statement is true about the default e-mail address used in the E-mail Subsystem Configuration page? A. If no From field is specified with an address in the Send E-mail step, it will use the default. B. All Send E-mail steps are automatically sent as a Blind cc: to the default. C. Alarms that are generated by the CRS Server are automatically sent to it. D. If no e-mail contact is specified in the Create E-mail step, the default is used. Answer: A28. Cisco Unified CallManager and Cisco CRS use what interface for call control? A. LDAP B. HTTP C. AXL D. JTAPI Answer: D29. When configuring IPCC Express Enhanced, what is the maximum number of skills that an agent can be associated with? A. 15 B. 20 C. 25 D. 30 E. 40 F. 50 Answer: F30. What is the maximum number of skills that a CSQ can be associated with when configuring IPCC Express Enhanced? A. 15 B. 20 C. 25 D. 30 E. 40 F. 50 Answer: F31. What is the maximum number of CSQs that a call should be queued for when configuring IPCC Express? A. 15 B. 20 C. 25 D. 30 E. 40 F. 50 Answer: C32. Which three IPCCX configuration steps are only available in the IPCC Express Enhanced or Premium edition? (Choose three.) A. Create Resource Groups B. Create Skills C. Assign Resource Groups and Skills to Agents D. Create Contact Service Queues E. Provision Remote Monitoring F. Provision Agent-based Routing Answer: BEF33. In IPCCX, skills can be assigned to which of the following configuration objects? A. resources B. Skill Groups C. competence levels D. Resource Groups Answer: A34. In IPCCX, what is a CSQ? A. Common Service Queue B. Competency Service Queue C. Common Skill Queue D. Contact Skill Queue E. Contact Service Queue F. Competency Skill Queue Answer: E35. What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.) A. WrapUp Time B. Service Level C. Overflow CSQ D. Agent Name E. Automatic Work F. CRS Application Answer: ABE36. What is a benefit of using subflows? A. decreases the amount of flows B. collects information about callers to agents C. creates a framework for CRS Server status reporting D. decreases latency through increased bandwidth on CRS Server E. provides more efficient management of flows that are called by multiple other flows Answer: E37. What is the main function of the CRS Editor? A. manages the CRS Server B. creates CRS Engine reports C. creates application scripts for call flows D. remotely manages the LDAP Directory Answer: C38. Which step can be used to trap runtime script errors and recover gracefully? A. Set B. Call Subflow C. On Exception Goto D. Get Reporting Statistic Answer: C39. What is the Flush Input Buffer setting used for in the Input tab of the Menu step? A. to release memory held by the prompt variable B. to clear the value of the menu choice before the prompt is played C. to prevent the previous value from being used again on the menu choice D. to prevent the caller from entering a menu choice before the prompt has played Answer: B40. Which two steps check out a database connection from the connection pool? (Choose two.) A. DB Get B. DB Read C. DB Write D. DB Release Answer: BC41. If the Call Redirect step sends a caller to a device that does not exist in the CallManager, which branch of the step is executed? A. Busy B. Invalid C. Successful D. Unsuccessful Answer: B42. In the CRS Application Editor, where do you start the debugger? A. toolbar B. Step palette C. Design window D. Variable window Answer: A43. Which step is designed to prompt a user to press or say a single-digit number to perform a specific function? A. Menu B. Get Digit String C. Get Call Contact Info D. Extended Get Digit String Answer: A44. Which step would you use to get information about the number of contacts currently in queue? A. Get Contact Info B. Get Session Info C. Get Call Contact Info D. Get Reporting Statistics Answer: D45. How can you configure the Prompt step to play different prompts following subsequent timeouts or retries? A. Configure it as a Generated Prompt. B. Configure it as a Random Container Prompt. C. Configure it as an Escalating Container Prompt. D. Configure it as a Concatenated Container Prompt. Answer: C46. When a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed? A. Timeout B. SQL Error C. Successful D. Connection Not Available Answer: C47. How often does the CSQ stat screen automatically refresh? A. 1 second B. 5 seconds C. 10 seconds D. 30 seconds E. 60 seconds Answer: C48. By which ways does remote monitoring allow the monitored call to be selected? (Choose two.) A. Agent Name B. Agent Extension C. application ID D. Media Group ID E. CSQ ID Answer: BE49. What issues notification messages for CRS engine errors? A. SNMP Trap B. Alarm C. CDP D. syslog Answer: A50. What allows you to monitor the system performance of the Cisco CRS System (CPU, memory, etc.)? A. Cisco Desktop Administrator B. Cisco Supervisor Desktop C. Microsoft Windows 2000 Performance Monitoring D. CRS Application Administration E. CRS Application Editor Answer: C51. CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities? (Choose two.) A. Tool to collect syslog messages from multiple sources B. User Tracking to track IP telephones C. Diagnostic trace tools to analyze connectivity D. Monitoring of Cisco voice elements E. Problem alerts for operations personnel Answer: DE52. In addition to writing information to a trace file, the Cisco CRS System sends standard event logging messages to a syslog server through which service? A. SNMP Trap B. Alarm C. CDP D. Win32 Answer: B53. What formula do you use to calculate the number of agents in a Call Center? A. Erlang B B. Erlang C C. AHT * BHCA D. VG ports + IVR ports Answer: B54. What formula do you use to calculate the number of Voice Gateway ports? A. Erlang A B. Erlang B C. Erlang C D. IVR ports + agent phones Answer: B55. What is the typical number of trunks in a Call Center? A. equal to half the number of IVR ports B. greater than the number of IVR ports plus the number of agent phones C. less than or equal to the number of IVR ports plus the number of agent phones D. twice the number of IVR ports plus the number of agent phones Answer: C56. What tool is used to estimate the hardware server resources required for an IPCC Express deployment? A. IPC Resource Calculator B. CTI Port Calculator C. Configuration and Ordering Tool D. CRS Applications Administration Answer: C57. What types of orders are exempt from using the IPCC Express Configuration and Ordering Tool? A. orders for coresident deployments B. orders for adding more seats C. orders for upgrading from standard D. orders with less than five seats E. all orders require using the IPCC Express Configuration and Ordering Tool Answer: E58. What is the maximum number of agents supported for CCM co-resident installations? A. 5 B. 10 C. 15 D. 20 Answer: B59. Which of the following is a valid CRS deployment scenario? A. CRS 4.0 running with Cisco Unified CallManager 4.0 B. CRS 4.1 running with Cisco Unified CallManager 4.1 C. CRS 4.0 running with Cisco Unified CallManager 4.1 D. CRS 3.5 running with Cisco Unified CallManager 3.3 Answer: C60. Which two of the following are valid CRS deployment scenarios? (Choose two.) A. IPCC Express communicating with the ICM via a standalone IPCC Gateway PG running on an expansion server B. IPCC Express communicating with the ICM via a co-resident IPCC Gateway PG C. IPCC Express using the IPCC Enterprise Outbound option D. IPCC Express using the IPCC Enterprise CTI-OS Toolkit E. IP IVR integrating with IPCC Enterprise to function as queue point and self-service platform Answer: BE61. Which two are features of IPCC Express Enhanced? (Choose two.) A. IVR Port Recording B. HTTP Triggers C. Supervisory Silent Monitoring D. sending e-mails E. Database Integration F. keystroke macros Answer: CF62. An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, they want to pop the account number into the account number field in the agents CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability? A. IPCC Express Standard B. IPCC Express Enhanced C. IPCC Express Premium D. IPCC Enterprise E. IP IVR Answer: B63. Which feature is added when upgrading from IPCC Express Standard to Enhanced? A. text chat B. Log Out/Not Ready reason codes C. WrapUp State D. WrapUp timer E. competency-based routing Answer: E64. Which feature is added when upgrading from IPCC Express Enhanced to IPCC Express Premium? A. supervisory recording B. WrapUp timer C. sending e-mails D. keystroke macros E. text chat Answer: C65. Which two features are added when upgrading from IPCC Express Standard to Enhanced? (Choose two.) A. Agent Routing B. Historical Reporting C. Conditional Routing D. Prioritized Queueing E. Agent Queueing Answer: AD66. An IPCC Express 4.0 deployment requires support for 20 concurrently logged-in agents and three supervisors. The agents are split evenly across two remote sites. High Availability is required for this deployment, and the agents will be using IP Phone Agent as they use Citrix terminals. Silent monitoring and recording will be performed for agents at both sites. No historical reporting will be done during call center open hours. Assume the minimum number of servers is desired. How many IPCC Express hardware servers would be required for this IPCC Express