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: Sep 11, 2026

Q & A: 186 Questions and Answers

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Cisco 642-165 Exam Syllabus Topics:

SectionObjectives
UCCX Architecture and Components- Integration with Cisco Unified Communications Manager (CUCM)
- High availability and redundancy concepts
- Cisco Unified Contact Center Express system architecture
Call Routing and Scripting- Cisco Unified CCX Editor scripting basics
- Call flows and triggers
- IVR design and call treatment
Reporting and Monitoring- Historical reporting
- Supervisor dashboards and analytics
- Real-time monitoring tools
Installation and Initial Configuration- UCCX installation process and prerequisites
- Licensing and service activation
- Basic system configuration
Agent and Supervisor Desktop Configuration- Call distribution and queues
- Agent skills and team configuration
- Cisco Agent Desktop (CAD) configuration
Troubleshooting and Maintenance- System logs and diagnostics
- Performance monitoring
- Common deployment issues

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