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