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Cisco 642-164 dumps - in .pdf

642-164 pdf
  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Updated: Aug 21, 2026
  • Q & A: 68 Questions and Answers
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  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Updated: Aug 21, 2026
  • Q & A: 68 Questions and Answers
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Cisco 642-164 dumps - Testing Engine

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  • Exam Code: 642-164
  • Exam Name: Unified Communications Contact Center Express.(UCCX)
  • Updated: Aug 21, 2026
  • Q & A: 68 Questions and Answers
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Cisco 642-164 Exam Syllabus Topics:

SectionObjectives
Topic 1: 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 2: Reporting and Troubleshooting- Historical and real-time reporting
          • 1. Contact center performance metrics
            • 2. Report generation and analysis
              - System troubleshooting
              • 1. Service and integration issues
                • 2. Call flow debugging
                  Topic 3: Installation and Configuration- Basic system configuration
                  • 1. User and resource configuration
                    • 2. Licensing and service activation
                      - UCCX installation process
                      • 1. Initial setup and node configuration
                        • 2. Integration with Cisco Unified Communications Manager
                          Topic 4: Agent Desktop and Supervisor Functions- Agent desktop applications
                          • 1. Cisco Finesse / legacy CAD usage
                            • 2. Agent states and call handling
                              - Supervisor tools
                              • 1. Monitoring and reporting functions
                                • 2. Real-time queue management
                                  Topic 5: 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. Core components (UCCX, CUCM integration)
                                        • 2. High-level call flow architecture

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