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Cisco 642-165 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Call Routing and Scripting | - Call flows and triggers - Cisco Unified CCX Editor scripting basics - IVR design and call treatment |
| Topic 2: Reporting and Monitoring | - Historical reporting - Real-time monitoring tools - Supervisor dashboards and analytics |
| Topic 3: Agent and Supervisor Desktop Configuration | - Call distribution and queues - Agent skills and team configuration - Cisco Agent Desktop (CAD) configuration |
| Topic 4: Troubleshooting and Maintenance | - Common deployment issues - Performance monitoring - System logs and diagnostics |
| Topic 5: Installation and Initial Configuration | - Basic system configuration - Licensing and service activation - UCCX installation process and prerequisites |
| Topic 6: UCCX Architecture and Components | - Integration with Cisco Unified Communications Manager (CUCM) - Cisco Unified Contact Center Express system architecture - High availability and redundancy concepts |
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