Cisco 642-162 Exam : IP Contact Center Express Implementation Exam

  • Exam Code: 642-162
  • Exam Name: IP Contact Center Express Implementation Exam
  • Updated: Jul 18, 2026
  • Q & A: 70 Questions and Answers

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Cisco 642-162 Exam Syllabus Topics:

SectionObjectives
Topic 1: Scripting and Application Development- Cisco scripting environment (CCX Editor)
  • 1. IVR script creation and logic design
    • 2. Database and prompt integration
      Topic 2: Installation and Configuration- UCCX installation and initial setup
      • 1. Integration with Cisco Unified CM
        • 2. Server requirements and prerequisites
          Topic 3: Cisco IP Contact Center Express Architecture- UCCX system components and architecture overview
          • 1. IPCC Express deployment models
            • 2. Cisco Unified Communications architecture integration
              Topic 4: Call Routing and Queue Management- Call flow design and configuration
              • 1. Skills-based routing
                • 2. CSQ (Contact Service Queue) configuration
                  Topic 5: Administration and Troubleshooting- System monitoring and maintenance
                  • 1. Agent desktop (CAD/Finesse) troubleshooting
                    • 2. Call flow and log analysis

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