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Exam A
QUESTION 1
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.

Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 2
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

Correct Answer: ABE Section: (none) Explanation
Explanation/Reference:
QUESTION 3
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

Correct Answer: B Section: (none) Explanation
Explanation/Reference:

QUESTION 4
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

Correct Answer: E Section: (none) Explanation
Explanation/Reference:
QUESTION 5
What issues notification messages for CRS engine errors?
A. SNMP Trap
B. Alarm
C. CDP
D. syslog

Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 6
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

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 7
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

Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 8
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.

Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 9
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.

Correct Answer: A Section: (none) Explanation
Explanation/Reference:

CCNA Composite Exam:Cisco 642-162 CCNAX is the composite exam associated with the Cisco CCNA Routing and Switching certification. Candidates can prepare for this exam by taking the Interconnecting Cisco Networking Devices: Accelerated (CCNAX) course. This exam tests a candidate’s knowledge and skills required to install, operate, and troubleshoot a small to medium size enterprise branch network. The topics include all the areas covered under ICND 1 and ICND2 Exams.

QUESTION 10
What is the maximum number of CTI ports for a Cisco Unified Contact Center Express 4.0 Standard deployment?
A. 150
B. 200
C. 300
D. varies based on the number of expansion servers used
E. varies based on the number of applications configured

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 11
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

Correct Answer: DE Section: (none) Explanation Explanation/Reference:
QUESTION 12
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

Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 13
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

Correct Answer: ABD Section: (none) Explanation
Explanation/Reference:
QUESTION 14
Which three Cisco CRS upgrade paths are supported? (Choose three.)
A. Cisco CRS 2.2 to Cisco CRS 3.5
B. Cisco CRS 2.2 to Cisco CRS 4.0
C. Cisco CRS 3.1 to Cisco CRS 4.0
D. Cisco CRS 3.5 to Cisco CRS 4.0
E. Cisco CRS 4.0 to Cisco CRS 3.0
F. Cisco CRS 4.0 to Cisco CRS 4.5

Correct Answer: ACD Section: (none) Explanation
Explanation/Reference:
QUESTION 15
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

Correct Answer: B Section: (none) Explanation
Explanation/Reference:

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Exam A
QUESTION 1
Which should you check to verify that you have correct software product versions installed? (Choose four.)
A. Administration Guide
B. Release Notes
C. Software Center
D. Application Administration
E. Compatibility Matrices
F. patch availability
Correct Answer: BDEF Section: (none) Explanation
Explanation/Reference:
QUESTION 2
When will a skills-based CSQ that requires a skill competency of four (4) select an IPCC Express agent?
A. if the ICD agent is available and has a skill competency of nine (9) in another skill defined in CRS
B. if the ICD agent is available and has a skill competency of one (1) in the required skill for the CSQ
C. if the ICD agent is available and has a skill competency of seven (7) in the required skill for the CSQ
D. if the ICD agent is available and has a skill competency of three (3) in the required skill defined in CRS
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 3
DRAG DROP As an instructor at Certkiller .com you are required to drag the Wrapup Timer configuration setting to the proper definition.

A.
B.
C.
D.
Correct Answer: Section: (none) Explanation
Explanation/Reference:
Explanation:

QUESTION 4
What formula do you use to compute the number of IVR ports?
A. Erlang B
B. Erlang C
C. AHT * BHCA
D. VG ports + CTI ports
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 5
Which of the following is not a CRS Telephony or Media Subsystem?
A. JTAPI
B. Cisco Media
C. VXML
D. MRCP ASR
E. MRCP TTS
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 6
DRAG DROP You are a network engineer at Certkiller .com. You are configuring IPCCX and you will create several items that relate to either CallManager or CRS. You are required to the configuration to what it relates to the right.

A.
B.
C.
D.
Correct Answer: Section: (none) Explanation
Explanation/Reference:

QUESTION 7
What is the maximum number of CTI ports for an IPCC Expess Standard deployment?
A. 150 B. 200
C. 300
D. Depends upon how many expansion servers are used
E. Depends upon the number of applications configured
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 8
DRAG DROP You are a Certkiller .com network consultant. At the client site you are giving a lecture and you are required to provision the JTAPI subsystem to complete the task below. You need to drag the functions to the proper tasks.

A.
B.
C.
D.
Correct Answer: Section: (none) Explanation
Explanation/Reference:

Explanation:
-In JTAPI Provider you have to input the IP or the name for the Callmanager CTI Manager.
-JTAPI Call Control Groups create the CTI ports in Callmanager.
QUESTION 9
What two things happen when the CRS Publisher Database on an HRDB expansion server fails? (Choose two.)
A. All call processing immediately begins using the CRS Subscriber Database.
B. Calls in queue are dropped.
C. Agent calls are dropped.
D. Agents are automatically logged out.
E. CRS configuration changes are blocked until the CRS Publisher Database is restored and synchronized with the CRS Subscriber Database.
F. Configuration changes are buffered until the CRS Publisher Database is restored.
Correct Answer: AE Section: (none) Explanation
Explanation/Reference:
QUESTION 10
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.
Correct Answer: B Section: (none) Explanation Explanation/Reference:

 

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QUESTION 11
What features are supported in a license for IPCC Express 4.0 Enhanced? (Choose three.)
A. database integration
B. prompt and collect
C. VoiceXML
D. read HTTP and XML Documents
E. announcements
Correct Answer: BDE Section: (none) Explanation
Explanation/Reference:
QUESTION 12
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
Correct Answer: E Section: (none) Explanation
Explanation/Reference:
QUESTION 13
Which three of the following are valid CRS deployment scenarios? (Choose three.)
A. High Availability CRS Engines running on hardware from different server classes
B. High Availability CRS Engines running on similar hardware from the same server class but from different vendors
C. High Availability CRS Engines and database and a simplex Recording Server
D. High Availability CRS Engines and four simplex VoIP Monitoring Servers
E. CCM co-resident deployment on an MCS 7815
Correct Answer: BDE Section: (none) Explanation
Explanation/Reference:
QUESTION 14
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

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 15
How does the Extended Get Digit String step differ from the Get Digit String? (Choose two.)
A. It can be used in conjunction with another step.
B. It allows the application programmer into another section of the application.
C. Most of the Extended Get Digit String variables can be changed while the application is running.
D. It allows the entry of a Boolean expression for the Interruptible and Clear DTMF Buffer on Retry fields.

Correct Answer: CD Section: (none) Explanation
Explanation/Reference:
QUESTION 16
How many skills may an agent have?
A. 25
B. 50
C. no enforced limit
D. as many as the number of ports supported on the server

Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 17
You have just successfully added a JTAPI trigger in CRS Administration. Which two items are automatically configured on your CallManager? (Choose two.)
A. CTI dialogue control port
B. CTI Route Point
C. dialogue group
D. Call Control Group
E. CTI Route Port
F. CTI Route Point association with JTAPI User

Correct Answer: BF Section: (none) Explanation
Explanation/Reference:
QUESTION 18
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

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 19
What is the default filename for the component trace file?
A. CiscoMIVR.log
B. CiscoMADM.log
C. CiscoMEDT.log
D. CiscoMCVD.log

Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 20
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.

Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 21
The JTAPI provider is the IP address of the _____.
A. publisher
B. CTI Manager
C. CallManager
D. CRS Server

Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 22
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

Correct Answer: ABD Section: (none) Explanation
Explanation/Reference:
QUESTION 23
DRAG DROP As a network technician at Certkiller .com you are asked to match the CRS objects to the correct provision configuration assignment. Not all CRS objects are used.

A.
B.
C.
D.

Correct Answer: Section: (none) Explanation
Explanation/Reference: QUESTION 24

When installing the CRS software on two or more nodes in the same cluster, how do you know it is safe to start installing the next node?
A. Wait until the node is completely installed to start installation on the next one.
B. After you insert Disk 2.
C. A dialog box, “It is now safe to start installing the next node,” appears during the installation.
D. After Windows OS is installed on the first node.

Correct Answer: C Section: (none) Explanation
Explanation/Reference:

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