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