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QUESTION 52
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: Section 2 Explanation
QUESTION 53
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: Section 2 Explanation
Explanation/Reference:
TestInside 642-164
QUESTION 54
Which three feature enhancements are included in Cisco Unified Contact Center Express 5.0 Supervisor
Desktop? (Choose three.)
A. graphical reports
B. multi-tab browsers
C. dockable windows
D. URL push to agents
Correct Answer: ACD Section: Section 2 Explanation
QUESTION 55
A preview outbound dialer uses which source and destination resources?
A. a CTI port to the customer
B. the agent line to the customer
C. the agent’s personal line to the customer
D. a CTI port to the agent, then redirected to the customer
Correct Answer: B Section: Section 2 Explanation
QUESTION 56
Which two Customer Response Solution deployment scenarios are valid for Cisco Unified Communications?
(Choose two.)
A. Contact Center Express using the Enterprise CTI-OS toolkit
B. Contact Center Express using the Enterprise Outbound option
C. Contact Center Express communication with ICM via a co-resident PG
D. IP IVR integrating with the Enterprise version to function as a queue point and self-service platform
E. Contact Center Express communicating with ICM via a standalone PG on an expansion server
Correct Answer: CD Section: Section 2 Explanation
QUESTION 57
How is product licensing stored and viewed in Cisco Unified Contact Center Express 4.0?
A. stored in LDAP, viewed in Cisco CRS License Update Utility
B. stored in LDAP, viewed in Cisco CRS Application Administration
C. stored in local files, viewed in Cisco CRS License Update Utility
D. stored in local files, viewed in Cisco CRS Application Administration
Correct Answer: B Section: Section 2 Explanation
Explanation/Reference:
TestInside 642-164
QUESTION 58
What is the maximum number of agents supported for CCM co-resident installations?
A. 5
B. 10
C. 15
D. 20
Correct Answer: B Section: Section 2 Explanation
QUESTION 59
The use of 7845-I2 or 7845-H2 servers allows Cisco Unified CCX 5.0 to support more of which of the following?
A. agents
B. IVR ports
C. VXML ports
D. simultaneous reporting sessions
Correct Answer: D Section: Section 2 Explanation
QUESTION 60
An Cisco Unified Contact Center Express 4.0 deployment requires support for 20 concurrently logged-in
agents. The agents are split across two remote sites, and the high-availability Cisco CRS Engine,
Database Server,
VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using
CAD with
Cisco Unified IP Phone 7960G and end-point monitoring. Very little recording and silent monitoring will be
performed, and no historical reporting will be done during call center open hours. Assume the minimum
number
of servers is desired.
How many Cisco Unified Contact Center Express hardware servers would be required for this Cisco
Unified
Contact Center Express deployment?
A. 1
B. 2
C. 3
D. 4
E. 5
Correct Answer: B Section: Section 2 Explanation
QUESTION 61
What is the main function of the CRS Editor? TestInside 642-164
A. manages the CRS Server
B. creates CRS Engine reports
C. creates application scripts for call flows
D. remotely manages the LDAP Directory
Correct Answer: C Section: Section 2 Explanation
QUESTION 62
In the Expression Editor panel of CRS Script Editor, why would you use the Java tab? (Choose three.)
A. to execute a specified method of a Java class
B. to reference a variable or invoke a method of a custom Java Object
C. to pass variables between two different workflows
D. to create an object for the purpose of executing methods on a remote computer
E. to get a reference to the Contact and Session states
F. to allow for arguments to be passed to a specified method
Correct Answer: ABF Section: Section 2 Explanation
QUESTION 63
What should you set the Client Configuration to when configuring the ODBC Data Source for the Database
Subsystem?
A. TCP
B. IP
C. Multiprotocol
D. Named Pipes
E. NWLink IPX
F. SPX
Correct Answer: A Section: Section 2 Explanation
QUESTION 64
In the CRS Application Editor, where do you start the debugger?
A. toolbar
B. Step palette
C. Design window D. Variable window
Correct Answer: A Section: Section 2 Explanation
Explanation/Reference:
TestInside 642-164
QUESTION 65
An organization wants to collect an account number from a customer via IVR prompting. Then, using a
keystroke macro, they want to pop the account number into the account number field in the agent’s CRM desktop
application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup
from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost
solution, what product does this organization need for this capability?
A. IPCC Express Standard
B. IPCC Express Enhanced
C. IPCC Express Premium
D. IPCC Enterprise
E. IP IVR
Correct Answer: B Section: Section 2 Explanation
QUESTION 66
How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?
A. Configure it as a Generated Prompt.
B. Configure it as a Random Container Prompt.
C. Configure it as an Escalating Container Prompt.
D. Configure it as a Concatenated Container Prompt.
Correct Answer: C Section: Section 2 Explanation
QUESTION 67
By which ways does remote monitoring allow the monitored call to be selected? (Choose two.)
A. Agent Name
B. Agent Extension
C. application ID
D. Media Group ID
E. CSQ ID
Correct Answer: BE Section: Section 2 Explanation QUESTION 68
Which action blocks further inbound and preview outbound calls when an agent is presented with a preview
outbound call?
A. Skip
B. Reject TestInside 642-164
C. Reject-close
D. Cancel Reservation
Correct Answer: D Section: Section 2 Explanation
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