Cisco 642-241 Exam : Unified Contact Center Enterprise Design (UCCED)

  • Exam Code: 642-241
  • Exam Name: Unified Contact Center Enterprise Design (UCCED)
  • Updated: Sep 11, 2026
  • Q & A: 130 Questions and Answers

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Cisco 642-241 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Design Best Practices and Capacity Planning15%- Best practice design principles
  • 1. Security and compliance considerations
    • 2. Resiliency and failover strategies
      - Scalability and sizing
      • 1. Traffic modeling and capacity planning
        • 2. High availability and redundancy design
          Topic 2: Cisco Unified Contact Center Enterprise (UCCE) Architecture20%- Core components and system architecture
          • 1. Cisco Unified CCE components (CallRouter, Logger, PG)
            • 2. Call processing architecture overview
              - Deployment models
              • 1. Single-site vs multi-site deployments
                • 2. High availability design considerations
                  Topic 3: Peripheral Gateway and System Integration15%- CRM and third-party integration
                  • 1. Data synchronization and event handling
                    • 2. CTI OS and Finesse integration concepts
                      - PG configuration and role
                      • 1. Agent and CTI integration
                        • 2. Peripheral communication models
                          Topic 4: Call Routing and Dial Plan Design20%- Routing logic design
                          • 1. Call routing strategies and rules
                            • 2. Dialed Number plans
                              - Integration with PSTN and enterprise telephony
                              • 1. Gateway and trunk design considerations
                                • 2. Call treatment and routing efficiency
                                  Topic 5: Reporting and Monitoring10%- System monitoring
                                  • 1. Fault monitoring and diagnostics
                                    • 2. Performance tuning considerations
                                      - Historical and real-time reporting
                                      • 1. Call and agent performance metrics
                                        • 2. UCCE reporting tools overview
                                          Topic 6: Scripting and Call Flow Design20%- Advanced call flow design
                                          • 1. Skill-based routing design
                                            • 2. Business logic implementation in scripts
                                              - Cisco ICM scripting fundamentals
                                              • 1. Script Editor logic elements
                                                • 2. Decision trees and call routing scripts

                                                  Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

                                                  Question #1

                                                  How does the Cisco Unified Contact Center Enterprise Outbound Option 8.0 impact Cisco Unified Communications Manager sizing?

                                                  • A. It adds no additional weight when using the SCCP Dialer Option in 8.0.
                                                  • B. It adds additional weight for each dialer port that is equal to eight normal agent users.
                                                  • C. It adds no additional weight when using the SIP Dialer Option in 8.0.
                                                  • D. It adds additional weight for each dialer port that is equal to five normal agent users.
                                                  Answer: C
                                                  Question #2

                                                  Which three of these statements about QoS in a Cisco Unified Intelligent Contact Management (ICM) solution are correct? (Choose three.)

                                                  • A. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches.
                                                  • B. The high priority queue for the Private Network should be granted 90 percent of total available bandwidth.
                                                  • C. Traffic marking in Cisco Unified Intelligent Contact Management means that configuring separate private high and private medium/low sets of IP addresses is no longer necessary, because the ICM tags the priority of the packets correctly.
                                                  • D. The high priority queue for the Private Network should be granted 75 percent of total available bandwidth.
                                                  • E. The high priority queue for the Private Network should be granted 65 percent of total available bandwidth.
                                                  Answer: A,B,C
                                                  Question #3

                                                  Cisco provides a web-based Cisco Unified Communications Sizing Tool as well as a Cisco Unified Communications Manager Capacity Tool. Which statement best identifies the differences between these two tools?

                                                  • A. The Cisco Unified Communications Manager Capacity Tool allows for growth factors to size the system.
                                                  • B. The Cisco Unified Communications Sizing Tool provides hardware recommendations for both Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise.
                                                  • C. The Cisco Unified Communications Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
                                                  • D. The Cisco Unified Communications Manager Capacity Tool includes sizing factors for the Cisco Unified Contact Center Enterprise such as outbound dialer ports and mobile agents.
                                                  Answer: B
                                                  Question #4

                                                  Using the Cisco Unified Contact Center Enterprise 8.0(x) Analysis Manager CLI, which command will show the current debug trace levels?

                                                  • A. show trace
                                                  • B. show log
                                                  • C. show debug
                                                  • D. show level
                                                  Answer: C
                                                  Question #5

                                                  Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?

                                                  • A. 3.7 kB/s
                                                  • B. 7.4 kB/s
                                                  • C. 8.32 kB/s
                                                  • D. 6.5 kB/s
                                                  Answer: D

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