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