Testpassport 642-164 Exam Features

1. Where do you enable the CRS engine?
A. Publisher Activation page
B. Component Activation page
C. Cluster Setup page
D. Server Setup page
Answer: B

2. 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: C

3. 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: ABD

4. 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: DE

5. When would the Cisco Supervisor Desktop fail to show an agent that is logged in?
A. The agent is not ready.
B. The agent is not on a call.
C. The agent is an IP phone agent.
D. The agent is not in the team currently being viewed by the supervisor.
Answer: D

6. Where are CTI route points added or configured for Cisco Unified Contact Center Express?
A. Cisco Unified CallManager Device Configuration
B. Cisco Unified Contact Center Express Directory Management
C. Cisco Supervisor Desktop
D. Cisco CRS Administration, JTAPI Trigger Creation
E. Cisco Unified Contact Center Express Media Subsystem
Answer: D

7. 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: E

8. 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: B

9. Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?
A. resources
B. Skill Groups
C. Resource Groups
D. competence levels
Answer: A

10. 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: C

11. Which agent will be selected when the Resource Selection Criteria is set to circular routing?
A. the agent who has been in the Available state for the longest amount of time
B. the next available agent with the highest priority, as determined by the agent order in the Resources list
C. the next available agent, based on the last agent selected and the agent order in the Resources list
D. the agent assigned to the selected Resource Group and is thus qualified to be selected Answer: C

12. Which phone type has the following support matrix for Cisco Unified Contact Center Express? Version 4.0 unsupported version 4.5 supported version 5.0 supported
A. SIP
B. H.323
C. MGCP
D. SCCP
Answer: A

13. 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: E

14. What can help expose problems with script logic or validity by simulating the execution of a script?
A. Alarm and Trace Configuration
B. debug session
C. script validation
D. script refresh
Answer: B

15. When a call terminates, which Cisco Unified CCX setting takes precedence over "Automated Available" to determine the agent's next state?
A. Automatic Work
B. Automatic WrapUp
C. Prompt for this CSQ
D. Service Level settings
E. Resource Pool selection
Answer: A

16. Which feature is added when upgrading from the Enhanced to Premium Cisco Unified Contact Center Express?
A. sending email
B. a wrap-up timer
C. keystroke macros
D. supervisory recording
E. agent-to-agent text chatting
Answer: A

17. Which criterion can be used to control the actions of supervisor workflows?
A. average talk duration
B. number of agents logged in
C. number of calls abandoned
D. duration of oldest call in queue
Answer: D

18. What does CSQ stand for in Cisco Unified Contact Center Express?
A. Contact Skill Queue
B. Common Skill Queue
C. Contact Service Queue
D. Common Service Queue
E. Competence Skill Queue
F. Competence Service Queue
Answer: C

19. Which Cisco Unified Contact Center Express deployment scenario is valid?
A. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.0
B. Cisco Unified Contact Center Express 4.0 with Cisco Unified Communications Manager 4.1
C. Cisco Unified Contact Center Express 4.5 with Cisco Unified Communications Manager 4.3
D. Cisco Unified Contact Center Express 5.0 with Cisco Unified Communications Manager 5.0
Answer: B

20. What issues notification messages for CRS engine errors?
A. SNMP Trap
B. Alarm
C. CDP
D. syslog
Answer: A

21. 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: A

22. What happens if all CTI ports for the configured CTI Port Group are busy when a new call arrives?
A. Caller will receive network busy treatment.
B. Caller will receive ringing treatment.
C. CallManager will forward the call to the directory number configured for forward-on busy for this CTI Route Point in CallManager.
D. An exception is raised, but the call is accepted and processed.
E. CallManager will forward the caller to the directory number configured in IPCC Express for overflow.
Answer: C

23. 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: ACE

24. In a high availability scenario, what is the longest expected downtime for a Cisco Agent Desktop failover?
A. 10 seconds
B. 30 seconds
C. 45 seconds
D. 60 seconds
Answer: D

25. How is the default e-mail address in the E-mail Subsystem Configuration page used? A. It receives all mail sent in the Send E-mail step as a bcc.
B. It automatically receives alarms generated by the Cisco CRS Server.
C. It is used if no e-mail contact is specified in the Create E-mail step.
D. It becomes the From address in the Send E-Mail step if no address is specified. Answer: D

26. 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: B

27. In CRS Administration, what is created on the Communications Manager when you add a Unified CM Telephony group?
A. CTI Ports
B. CRS CTI Route Point
C. CRS Call Control Group
D. Communications Manager Call Control Group
Answer: A

28. Which three server types are supported for the installation of Cisco CRS? (Choose three.)
A. Cisco MCS 78xx servers
B. Dell PowerEdge servers
C. HP DL Cisco certified servers
D. Acer Altos servers
E. IBM xSeries Cisco certified servers
F. Apple servers
Answer: ACE

29. Which server or servers combine with redundant Cisco CRS engines to make a valid Cisco CRS 4.0 deployment?
A. five recording servers
B. a simplex database server
C. five simplex VoIP monitoring servers
D. two VoIP monitoring servers and three recording servers
Answer: C

30. 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: BC