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

  • Exam Code: 642-241
  • Exam Name: Unified Contact Center Enterprise Design (UCCED)
  • Updated: Aug 26, 2026
  • Q & A: 130 Questions and Answers

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Cisco 642-241 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Advanced Features & Special Design Considerations15%- Security and network infrastructure
- Virtualization and consolidated design
- Mobile Agent and Remote Agent design
- Outbound Option and SIP Dialer
Topic 2: Call Flow & Routing Design22%- Scripting and routing logic
- Courtesy Callback and queuing
- Integration with CVP and gateways
- Inbound call flow design
Topic 3: Design Methodology & Requirements Gathering11%- Define design constraints and assumptions
- Analyze business and technical requirements
Topic 4: UCCE Architecture & Component Design23%- Deployment models: PCCE, UCCE, Hosted
- Router, Logger, PG, VRU, and HDS design
- High availability and redundancy
- Sizing and capacity planning
Topic 5: Cisco Unified Communications Manager Integration19%- CUCM design considerations for UCCE
- Cluster over WAN and redundancy
- CTI Manager and device integration
Topic 6: Post-Deployment & Sizing Tools10%- Validation and documentation
- Cisco UCCE Sizing Tool usage

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

Question 1

When a call is processed using the Ring No Answer dialed number in Cisco Unified Contact Center Enterprise, what does the caller experience?

A. The caller hears ringing at the agent and then follows the new script for Ring No Answer.
B. The caller is automatically transferred to the next agent without any indication.
C. The caller hears queue music and is sent to the default queue for that call type.
D. The caller hears ringing at the agent; this ringing continues until the caller drops the call.


Question 2

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 Sizing Tool provides Cisco Unified Communications Manager cluster sizing guidance.
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 Manager Capacity Tool allows for growth factors to size the system.
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.


Question 3

Erlang calculations are used to size contact center resources. Which two types of resources are sized by using Erlang-B? (Choose two.)

A. MTP resources
B. PSTN gateway trunks
C. agents
D. IVR ports


Question 4

In the Cisco Unified Contact Center Enterprise solution with Cisco Unified Communications Manager clustering over the WAN, how is the private network for the Peripheral Gateways sized?

A. The PG private network bandwidth is fixed at a T1 speed, regardless of call or agent volume.
B. The PG private network bandwidth is double that of the Router/Logger private network in the system.
C. The PG private network bandwidth is based on the total number of agents on the Cisco Unified Communications Manager.
D. The PG private network bandwidth is based on the BHCA handled by the Cisco Unified Communications Manager.


Question 5

The output of an ACD Peripheral Gateway and a Cisco Unified Communications Manager Peripheral Gateway to the Central Controller Bandwidth Calculator spreadsheet tool provides three bandwidth values. How are they used?

A. The Medium and Low values are added together to size the priority queue for the QoS tagging at AF11.
B. The High and Medium values are added together to size the priority queue for the QoS tagging at AF31.
C. The High value is used to size the priority queue for the QoS tagging at AF31.
D. The three values are added together to get the total link that is required between the Peripheral Gateway and the call router.


Solutions:

Question 1
Answer: A
Question 2
Answer: B
Question 3
Answer: B,D
Question 4
Answer: D
Question 5
Answer: B

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