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Cisco 642-164 Exam Syllabus Topics:

SectionObjectives
Installation and Configuration- UCCX installation process
  • 1. Initial setup and node configuration
    • 2. Integration with Cisco Unified Communications Manager
      - Basic system configuration
      • 1. Licensing and service activation
        • 2. User and resource configuration
          Reporting and Troubleshooting- Historical and real-time reporting
          • 1. Contact center performance metrics
            • 2. Report generation and analysis
              - System troubleshooting
              • 1. Service and integration issues
                • 2. Call flow debugging
                  Agent Desktop and Supervisor Functions- Supervisor tools
                  • 1. Monitoring and reporting functions
                    • 2. Real-time queue management
                      - Agent desktop applications
                      • 1. Agent states and call handling
                        • 2. Cisco Finesse / legacy CAD usage
                          UCCX Architecture and Components- Cisco Unified Contact Center Express architecture overview
                          • 1. High-level call flow architecture
                            • 2. Core components (UCCX, CUCM integration)
                              - System requirements and deployment models
                              • 1. Scalability and sizing concepts
                                • 2. Hardware and virtualization considerations
                                  Contact Center Scripting and Call Flows- Call routing and workflow design
                                  • 1. Call treatment and prompts
                                    • 2. Queueing and skill-based routing
                                      - Cisco Script Editor fundamentals
                                      • 1. Variables, steps, and call handling logic
                                        • 2. IVR script creation and logic design

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