Real 642-242 Exam Practice Questions

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642-242 Exam Bundle

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Exam 642-242
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Cisco 642-242 Exam Sample Questions

Question: 4

In the Cisco Unified Contact Center Enterprise solution, when a CTI Server on a Peripheral Gateway fails, which of the following will not occur?

  1. CTI OS Server disconnects all active agent CTI OS desktop clients from failed server.
  2. CTI OS Agent Desktop clients attempt to automatically connect to another CTI OS Server.
  3. CTI OS Agent Desktop clients display an “Offline” message.
  4. Both CTI OS Servers perform a graceful shutdown to reset CTI OS Agent Desktop client connections.


Answer: D

Question: 2

There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?

  1. The next available agent will receive the longest queued Sales call with a priority of 5.
  2. The next available agent will receive the longest queued Sales call with a priority of 4.
  3. The next available agent will receive the longest queued Customer Service call with a priority of 5.
  4. The next available agent will receive the longest queued Customer Service call with a priority of 3.
  5. The next available agent will receive the call with the longest queued duration.
  • The next available agent will receive the Customer Service call with a priority of 3.

  • Answer: D

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    Question: 2

    There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?

    1. The next available agent will receive the longest queued Sales call with a priority of 5.
    2. The next available agent will receive the longest queued Sales call with a priority of 4.
    3. The next available agent will receive the longest queued Customer Service call with a priority of 5.
    4. The next available agent will receive the longest queued Customer Service call with a priority of 3.
    5. The next available agent will receive the call with the longest queued duration.
  • The next available agent will receive the Customer Service call with a priority of 3.

  • Answer: D

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    Question: 2

    There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?

    1. The next available agent will receive the longest queued Sales call with a priority of 5.
    2. The next available agent will receive the longest queued Sales call with a priority of 4.
    3. The next available agent will receive the longest queued Customer Service call with a priority of 5.
    4. The next available agent will receive the longest queued Customer Service call with a priority of 3.
    5. The next available agent will receive the call with the longest queued duration.
  • The next available agent will receive the Customer Service call with a priority of 3.

  • Answer: D

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    Question: 4

    In the Cisco Unified Contact Center Enterprise solution, when a CTI Server on a Peripheral Gateway fails, which of the following will not occur?

    1. CTI OS Server disconnects all active agent CTI OS desktop clients from failed server.
    2. CTI OS Agent Desktop clients attempt to automatically connect to another CTI OS Server.
    3. CTI OS Agent Desktop clients display an “Offline” message.
    4. Both CTI OS Servers perform a graceful shutdown to reset CTI OS Agent Desktop client connections.


    Answer: D

    Question: 2

    There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All agents are currently busy handling customer calls. All agents are also members of both the Sales and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of 3. Which type of call will be delivered to the next available agent?

    1. The next available agent will receive the longest queued Sales call with a priority of 5.
    2. The next available agent will receive the longest queued Sales call with a priority of 4.
    3. The next available agent will receive the longest queued Customer Service call with a priority of 5.
    4. The next available agent will receive the longest queued Customer Service call with a priority of 3.
    5. The next available agent will receive the call with the longest queued duration.
  • The next available agent will receive the Customer Service call with a priority of 3.

  • Answer: D