642-165 Online Practice Questions and Answers

With which product is Cisco Unified CCX integrated in order to allow an agent to chat with an SME using CAD?

A. Cisco Unified Presence

B. IP Phone Messenger

C. Webex Connect

D. Microsoft Office Communicator

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, which feature is disabled on the Cisco Agent Desktop?

A. recording

B. monitoring

C. embedded browser

D. call-control buttons

Which three features are included in Cisco Unified Contact Center Express Supervisor Desktop? (Choose three.)

A. graphical reports

B. dockable windows

C. access to chat logs

D. URL push to agents

E. send an email to an agent

F. send a call in queue to a specific agent

Which three Cisco Unified Contact Center Express Application Administration tasks may be performed by a supervisor who does not have administrative privilege? (Choose three.)

A. Delete a resource group.

B. Remove a skill from a CSQ.

C. Enable automatic work on a CSQ.

D. Modify the skill competence level of an agent.

E. Create a resource.

F. Delete a skill.

Which three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign? (Choose three.)

A. Phone1 is the only mandatory field.

B. Up to three custom fields can be added.

C. List filtering for "Do Not Call" is unsupported.

D. When records have matching phone numbers, only one record is created.

E. Imports can be automatically executed on a weekly basis.

Which subsystem handles connections between the Cisco Unified Contact Center Express Server and the Enterprise Databases?

A. Media

B. JTAPI

C. Database

D. Application

If an existing script is uploaded to the Cisco Unified CCX, what does Cisco Unified CCX ask?

A. Do you want to debug the script?

B. Do you want to refresh the script?

C. Do you want to save the application?

D. Do you want to validate the script?

During runtime, when a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed?

A. Timeout

B. SQL Error

C. Successful

D. No Data

In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab? (Choose three.)

A. to invoke a specified method of a custom Java class

B. to reference a variable of a custom Java Object

C. to pass variables between two different workflows

D. to create an object for the purpose of executing methods on a remote computer

E. to get a reference to the Contact and Session states

F. to allow for arguments to be passed to a specified method

Which three tasks are supported by the Cisco Supervisor Desktop? (Choose three.)

A. Push a web page to an agent's Cisco Agent Desktop.

B. Chat with an agent.

C. Log in an agent.

D. Change an agent's state to Ready.

E. Send an email to an agent.

The Cisco Unified CCX license MAC is generated based on which three items? (Choose three.)

A. hostname

B. IP address

C. gateway address

D. physical MAC

E. Cisco Unified CCX version

What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed with Cisco Unified Communications Manager?

A. 50

B. 150

C. 300

D. 400

Which step would you use to get information about the number of contacts currently in queue?

A. Get Contact Info

B. Get Session Info

C. Get Call Contact Info

D. Get Reporting Statistics

What formula do you use to calculate the number of Voice Gateway ports?

A. Erlang A

B. Erlang B

C. Erlang C

D. IVR ports + agent phones

What does it mean for a variable in the Application Editor to be defined as a parameter?

A. The variable can be used to pass data to and from subflows.

B. The value for that variable can be supplied via Application Configuration in Application Administration.

C. The value for that variable is defined by the calling application.

D. The variable can be used in conditional steps.

E. The variable can be used to pass data to and from VoiceXML applications.