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