642-165 Online Practice Questions and Answers

What can help expose problems with script logic or validity by simulating the execution of a script?

A. Alarm and Trace Configuration

B. debug session

C. script validation

D. script refresh

A Cisco Unified Contact Center Express 7.0 deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the high-availability Cisco Unified CCX Engine, Database, VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end- point monitoring. Very little recording and silent monitoring will be performed, and no historical reporting will be done during call center open hours.

What is the minimum number of Cisco Unified Contact Center Express hardware servers required for this Cisco Unified Contact Center Express deployment?

A. 1 server

B. 2 servers

C. 3 servers

D. 4 servers

E. 5 servers

Which three fields are used in defining a CSQ in Cisco Unified Contact Center Express Enhanced? (Choose three.)

A. Agent Name

B. WrapUp Time

C. Service Level

D. Overflow CSQ

E. Automatic Work

F. CCX Application

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 codec should be selected when a Cisco Unified CCX cluster uses ASR?

A. G.711

B. G.723

C. G.729

D. Any codec works fine with ASR.

Which two are possible root causes for the Application Subsystem going into partial service status? (Choose two.)

A. Cisco Unified Communications Manager Telephony Provider problem

B. CTI Route Point problem

C. CTI Port Group problem

D. script problem

E. system deadlock problem

What is the purpose of setting the Flush Input Buffer field of the Menu step to true?

A. to release memory held by the prompt variable

B. to clear previously entered input before the Menu step executes

C. to specify if the step can be interrupted by an agent who becomes available

D. to prevent the caller from entering a menu choice before the prompt has played

An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account

the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

A. Cisco Unified CCX Standard

B. Cisco Unified CCX Enhanced

C. Cisco Unified CCX Premium

D. Cisco Unified CCX Enterprise

E. Cisco Unified IP IVR

What happens if all CTI ports for the configured Cisco Unified Communications Manager Telephony Group are busy when a new call arrives?

A. The caller will receive network busy treatment.

B. The caller will receive ringing treatment.

C. Cisco Unified Communications Manager will forward the call to the directory number configured for forward-on busy for this CTI Route Point in Cisco Unified Communications Manager.

D. An exception is raised, but the call is accepted and processed.

E. Cisco Unified Communications Manager will forward the caller to the directory number configured in Cisco Unified CCX for overflow.

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.