Cisco Unified Communications Contact Center Express Implementation(UCCX) 642-165 Certified Exam Dumps

642-165 Exam Dumps

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Certification Provider: Cisco
Exam Code / Number: 642-165
Exam Name: Unified Communications Contact Center Express Implementation(UCCX)
Exam Questions: 186
Last Updated: Jun 11, 2026
Corresponding Certification: Others

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Cisco 642-165 Exam Syllabus Topics:

SectionObjectives
Topic 1: Script Development- Editor and Workflow
  • 1. Variables and control structures
  • 2. Script Editor fundamentals
  • 3. Call flow logic
Topic 2: Cisco Unified Contact Center Express Architecture- Solution Overview
  • 1. Deployment models
  • 2. Licensing concepts
  • 3. UCCX components and architecture
Topic 3: Reporting and Monitoring- Historical and Real-Time Reporting
  • 1. Real-time monitoring
  • 2. Performance statistics
  • 3. Historical reports
Topic 4: Application Configuration- Contact Center Applications
  • 1. Resource and team management
  • 2. Applications and triggers
  • 3. CSQ configuration
Topic 5: Agent and Supervisor Features- Desktop Functions
  • 1. Agent Desktop configuration
  • 2. Supervisor Desktop features
  • 3. Agent states and workflow
Topic 6: Troubleshooting and Maintenance- System Support
  • 1. Log analysis
  • 2. Backup and restore procedures
  • 3. Common implementation issues
Topic 7: Installation and Initial Configuration- Platform Setup
  • 1. Integration with Cisco Unified Communications Manager
  • 2. Server installation
  • 3. System initialization and verification


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