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