Cisco : 642-165 Questions & Answers

Last Updated: Aug 22, 2026

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

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