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






