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Unified Communications Contact Center Express Implementation

Exam Number: 642-164
Associated Certifications: Unified Communications Contact Center Express
Duration: 75 minutes (55-65 questions)
Available Languages: English
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Exam Description Exam Topics Recommended Training Additional Resources
Exam Description
The 642-164 UCCX Unified Communications Contact Center Express Implementation exam is associated with the Unified Communications Contact Center Express Specialist certification. This exam tests a candidate’s knowledge of the design, implementation, and operation of CRS/UCCCX deployments. Candidates can prepare for this exam by taking the UCCXD v 1.1 Unified Contact Center Express & Unified IP/IVR Deployment course.

Exam Topics
The following topics are general guidelines for the content likely to be included on the Remote Access exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Design a Unified Contact Center Express System deployment
Perform customer capacity planning
Determine customer required features
Evaluate and recommend different configuration options
Identify available configuration and ordering tools

Implement a Unified Contact Center Express System
Describe the process for installing Unified Contact Center Express software and hardware
Describe the process to configure Unified Contact Center Express software and provision the users to meet customer requirements
Describe the process of using the Unified Contact Center Express Application Editor
Describe the process of provisioning Unified Contact Center Express applications

Operate a Unified Contact Center Express System
Identify basic Unified Contact Center Express user tasks
Identify process and tools available for troubleshooting Unified Contact Center Express
Identify process and tools available for monitoring system operations in Unified Contact Center Express
Identify process and tools available for patching, upgrading systems, and license additions for Unified Contact Center Express

Question: 1
Where do you enable the CRS engine?

A. Publisher Activation page
B. Component Activation page
C. Cluster Setup page
D. Server Setup page
Answer: B Question: 2
When a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed?

A. Timeout
B. SQL Error
C. Successful
D. Connection Not Available
Answer: C Question: 3
What three tasks are required to add a CRS application? (Choose three.)

A. Create a trigger
B. Create an application
C. Restart the CRS engine
D. Upload script to repository
E. Configure default session timeout
Answer: A, B, D Question: 4
CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities? (Choose two.)

A. Tool to collect syslog messages from multiple sources
B. User Tracking to track IP telephones
C. Diagnostic trace tools to analyze connectivity
D. Monitoring of Cisco voice elements
E. Problem alerts for operations personnel
Answer: D, E Question: 5
When would the Cisco Supervisor Desktop fail to show an agent that is logged in?

A. The agent is not ready.
B. The agent is not on a call.
C. The agent is an IP phone agent.
D. The agent is not in the team currently being viewed by the supervisor.

Answer: D Question: 6

Exam Name: Unified Contact Center Express & Unified IP/IVR (UCCXD) v 1.1
Exam Type: Cisco
Exam Code: 642-164 Total Questions: 68

Where are CTI route points added or configured for Cisco Unified Contact Center Express?

A. Cisco Unified CallManager Device Configuration
B. Cisco Unified Contact Center Express Directory Management
C. Cisco Supervisor Desktop
D. Cisco CRS Administration, JTAPI Trigger Creation
E. Cisco Unified Contact Center Express Media Subsystem
Answer: D Question: 7
What is a benefit of using subflows?

A. Decreases the amount of flows
B. Collects information about callers to agents
C. Creates a framework for CRS Server status reporting
D. Decreases latency through increased bandwidth on CRS Server
E. Provides more efficient management of flows that are called by multiple other flows
Answer: E Question: 8
What formula do you use to calculate the number of Voice Gateway ports?

A. Erlang A B. Erlang B C. Erlang C
D. IVR ports + agent phones
Answer: B Question: 9
Which configuration object can have skills assigned to it in Cisco Unified Contact Center
Express?

A. Resources
B. Skill Groups
C. Resource Groups
D. Competence levels
Answer: A Question: 10
When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow?

A. No. B. Yes.
C. Yes, but they must be manually passed via input and output mapping.
D. Yes, but they must be manually created in both flows and have the same name.
Answer: C Question: 11
Which agent will be selected when the Resource Selection Criteria is set to circular routing?

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Recommended Training about 642-164 exam PDF
The following courses are the recommended training for 642-164 exam PDF.
642-164 Q & A with Explanations
642-164 Audio Exam
642-164 Study Guide
642-164 Preparation Lab

Exam Number/Code: 642-164
Exam Name: Unified Communications Contact Center Express.(UCCX)

“Unified Communications Contact Center Express.(UCCX)”, also known as 642-164 exam, is a Cisco certification.
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