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

642-165 exam collection

Exam Code: 642-165

Exam Name: Unified Communications Contact Center Express Implementation(UCCX)

Updated: Aug 06, 2026

Q & A: 186 Questions and Answers

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Cisco 642-165 Exam Syllabus Topics:

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

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