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

642-165 real exams

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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Cisco 642-165 Exam Syllabus Topics:

SectionWeightObjectives
Monitoring, Reporting and Troubleshooting8%- Common issues and resolution
- Real-time and historical reporting
- Log analysis and alarm management
Features and Subsystems12%- CTI integration and JTAPI configuration
- IVR, prompt management, and recordings
- Email, chat, and outbound dialer subsystems
Initial Configuration and Setup20%- Licensing and feature activation
- Application Administration (AppAdmin) access
- Database, LDAP, and network configuration
UCCX Architecture and Deployment20%- System components and software architecture
- Integration with CUCM and other Cisco platforms
- Server deployment and virtualization requirements
Call Routing and Scripting25%- Script creation, editing, and debugging
- Cisco Unified CCX Editor usage
- Application triggers and call flow logic
Resource Management15%- Contact Service Queues (CSQs)
- Resource assignment and selection criteria
- Agents, teams, and skill groups

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