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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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