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Exam Code: 642-165
Exam Name: Unified Communications Contact Center Express Implementation(UCCX)
Updated: Jul 28, 2026
Q & A: 186 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Monitoring, Reporting and Troubleshooting | 8% | - Common issues and resolution - Real-time and historical reporting - Log analysis and alarm management |
| Features and Subsystems | 12% | - CTI integration and JTAPI configuration - IVR, prompt management, and recordings - Email, chat, and outbound dialer subsystems |
| Initial Configuration and Setup | 20% | - Licensing and feature activation - Application Administration (AppAdmin) access - Database, LDAP, and network configuration |
| UCCX Architecture and Deployment | 20% | - System components and software architecture - Integration with CUCM and other Cisco platforms - Server deployment and virtualization requirements |
| Call Routing and Scripting | 25% | - Script creation, editing, and debugging - Cisco Unified CCX Editor usage - Application triggers and call flow logic |
| Resource Management | 15% | - Contact Service Queues (CSQs) - Resource assignment and selection criteria - Agents, teams, and skill groups |
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