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642-165 Exam Questions & Answers

Exam Code: 642-165

Exam Name: Unified Communications Contact Center Express Implementation(UCCX)

Updated:

Q&As: 74

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Practice These Free Questions and Answers to Pass the Others Cisco Certifications Exam

Questions 1

Which two features are added when upgrading from Cisco Unified CCX Standard to Enhanced? (Choose two.)

A. Agent Routing

B. Historical Reporting

C. Conditional Routing

D. Priority Queuing

Show Answer
Questions 2

Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, and other immediate security threats?

A. Microsoft SQL Server 2000

B. Microsoft Management Console

C. Cisco Security Agent

D. Quality Manager

Show Answer
Questions 3

When a call terminates, which Cisco Unified CCX setting takes precedence over "Automatic Available" to determine the agent's next state?

A. Automatic Work

B. Resource Pool selection

C. Prompt for this CSQ

D. Service Level settings

Show Answer
Questions 4

Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)

A. chat with an SME

B. send an email to an SME

C. send enterprise data to an SME

D. transfer a call to an SME

E. start a Cisco WebEx session with an SME

Show Answer
Questions 5

How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?

A. Configure it as a Generated Prompt.

B. Configure it as a Random Container Prompt.

C. Configure it as an Escalating Container Prompt.

D. Configure it as a Concatenated Container Prompt.

Show Answer

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