Cisco 642-165 Valid Test : Unified Communications Contact Center Express Implementation(UCCX)

  • Exam Code: 642-165
  • Exam Name: Unified Communications Contact Center Express Implementation(UCCX)
  • Updated: Aug 26, 2026
  • Q&As: 186 Questions and Answers

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Cisco 642-165 Exam Syllabus Topics:

SectionObjectives
Application Configuration- Contact Center Applications
  • 1. Applications and triggers
  • 2. CSQ configuration
  • 3. Resource and team management
Reporting and Monitoring- Historical and Real-Time Reporting
  • 1. Historical reports
  • 2. Performance statistics
  • 3. Real-time monitoring
Troubleshooting and Maintenance- System Support
  • 1. Log analysis
  • 2. Backup and restore procedures
  • 3. Common implementation issues
Installation and Initial Configuration- Platform Setup
  • 1. Server installation
  • 2. Integration with Cisco Unified Communications Manager
  • 3. System initialization and verification
Cisco Unified Contact Center Express Architecture- Solution Overview
  • 1. Licensing concepts
  • 2. Deployment models
  • 3. UCCX components and architecture
Script Development- Editor and Workflow
  • 1. Variables and control structures
  • 2. Call flow logic
  • 3. Script Editor fundamentals
Agent and Supervisor Features- Desktop Functions
  • 1. Agent Desktop configuration
  • 2. Agent states and workflow
  • 3. Supervisor Desktop features

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