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Cisco 642-165 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Call Routing and Scripting | - Call flows and triggers - Cisco Unified CCX Editor scripting basics - IVR design and call treatment |
| Agent and Supervisor Desktop Configuration | - Agent skills and team configuration - Cisco Agent Desktop (CAD) configuration - Call distribution and queues |
| Troubleshooting and Maintenance | - Common deployment issues - Performance monitoring - System logs and diagnostics |
| Installation and Initial Configuration | - UCCX installation process and prerequisites - Basic system configuration - Licensing and service activation |
| UCCX Architecture and Components | - Integration with Cisco Unified Communications Manager (CUCM) - High availability and redundancy concepts - Cisco Unified Contact Center Express system architecture |
| Reporting and Monitoring | - Real-time monitoring tools - Supervisor dashboards and analytics - Historical reporting |
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