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

  • Exam Code: 642-165
  • Exam Name: Unified Communications Contact Center Express Implementation(UCCX)
  • Updated: Aug 08, 2026
  • Q & A: 186 Questions and Answers

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Cisco 642-165 Exam Syllabus Topics:

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

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