Cisco 642-164 exam - in .pdf

642-164 pdf
  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Q & A: 68 Questions and Answers
  • PDF Price: $49.99
  • PDF Demo

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  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Q & A: 68 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $99.98  $69.99
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Cisco 642-164 exam - Testing Engine

642-164 Testing Engine
  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Q & A: 68 Questions and Answers
  • Software Price: $49.99
  • Testing Engine

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Cisco 642-164 Exam Syllabus Topics:

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

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