642-432

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642-243 UCCES
Unified Contact Center Enterprise Support
Exam Number: 642-243
Duration: 75 minutes (40-50 questions)
Available Languages: English
Click Here to Register: Pearson VUE
Exam Policies: Read current policies and requirements
Exam Tutorial: Review type of exam questions

Exam Description Exam Topics
Exam Description
The 642-243 UCCES Unified Contact Center Enterprise Support exam assesses candidate’s troubleshooting and support knowledge for Cisco Unified Contact Center Enterprise solutions. Cisco Unified Contact Center Enterprise (Unified CCE) is part of Cisco Unified Communications application suite, which delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management to contact center agents over an IP network.
Exam Topics
The following topics are general guidelines for the content likely to be included on the Remote Access exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Understanding of UCCE Tools – Student must demonstrate their understanding of available tools to support the UCCE solution
Describe the available tools in the UCCE solution to support the ICM
Describe the available tools in the UCCE solution to support the UC Manager
Describe the available tools in the UCCE solution to support the CRS/IP-IVR

Understanding Log / Trace Files – Student must be able to identify specific issues in a provided log / trace file to suggest possible issues
Identify issues in UC Manager Log / Trace Files
Identify issues in CRS/IP-IVR Log / Trace Files
Identify in ICM / CTI Log / Trace Files

Understanding UCCE Agent Issues and Considerations – Student must be able to demonstrate an understanding of how UCCE manages agents and common errors in agent configuration and management
Identify issues that relate to Agent State management in the UCCE solution
Identify issues with Agents not being able to Log in to UCCE
Identify Issues with Agent Call Behavior

Understanding UCCE Call Flow Issues and Considerations – Students must be able to demonstrate an understanding of the call flow scripting tools and identify possible problems with the solution
Identify Call Flow Issues and Considerations for the ICM Call Routing Scripts
Identify Call Flow Issues for Agent Transfers in the UCCE Solution
Identify Call Flow Issues and Considerations for the CRS/IP-IVR Scripts

Understanding common UCCE call processing issues – Students must be able to demonstrate an understanding of the common issues and identify possible problems with the solution
Identify UCCE Configuration Elements and their purpose
Identify UCCE issues with calls being transferred to the IP-IVR or a UCCE Agent
Identify UCCE architectural components and design issues
Identify UCCE issues that impact voice quality

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