Cisco 642-164 exam dumps : Unified Communications Contact Center Express.(UCCX)

  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Updated: Sep 06, 2026     Q & A: 68 Questions and Answers

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Cisco 642-164 Exam Syllabus Topics:

SectionObjectives
Topic 1: Agent Desktop and Supervisor Functions- Agent desktop applications
  • 1. Cisco Finesse / legacy CAD usage
    • 2. Agent states and call handling
      - Supervisor tools
      • 1. Real-time queue management
        • 2. Monitoring and reporting functions
          Topic 2: Reporting and Troubleshooting- System troubleshooting
          • 1. Service and integration issues
            • 2. Call flow debugging
              - Historical and real-time reporting
              • 1. Report generation and analysis
                • 2. Contact center performance metrics
                  Topic 3: UCCX Architecture and Components- Cisco Unified Contact Center Express architecture overview
                  • 1. Core components (UCCX, CUCM integration)
                    • 2. High-level call flow architecture
                      - System requirements and deployment models
                      • 1. Scalability and sizing concepts
                        • 2. Hardware and virtualization considerations
                          Topic 4: Contact Center Scripting and Call Flows- Cisco Script Editor fundamentals
                          • 1. IVR script creation and logic design
                            • 2. Variables, steps, and call handling logic
                              - Call routing and workflow design
                              • 1. Call treatment and prompts
                                • 2. Queueing and skill-based routing
                                  Topic 5: Installation and Configuration- UCCX installation process
                                  • 1. Initial setup and node configuration
                                    • 2. Integration with Cisco Unified Communications Manager
                                      - Basic system configuration
                                      • 1. User and resource configuration
                                        • 2. Licensing and service activation

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