642-165 Online Practice Questions and Answers

Presence integration is a Cisco Unified CCX feature available in which of these packages?

A. Premium, Enhanced, and Standard

B. Premium only

C. Premium with high availability only

D. Premium and Enhanced

A preview outbound dialer uses which source and destination resources?

A. a CTI port to the customer

B. the ACD line of the agent to the customer

C. the personal line of the agent to the customer

D. a CTI port to the agent, then redirected to the customer

In Cisco Unified Contact Center Express, where is wrap-up data enabled?

A. in the Cisco Supervisor Desktop

B. in CSQ configuration on Application Administration

C. in workflow groups on Cisco Desktop Work Flow Administrator

D. in resource configuration on Application Administration

In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?

A. CTI Ports

B. CTI Route Point

C. Cisco Unified CCX Call Control Group

D. Cisco Unified Communications Manager Call Control Group

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 addition to writing information to a trace file, the Cisco Unified CCX system sends standard event logging messages to a syslog server through which service?

A. SNMP Trap

B. Alarm

C. CDP

D. Win32

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.

Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choose three.)

A. collect trace files

B. stop and start Cisco Unified CCX services

C. view syslog messages

D. perform backup and restore functions

E. monitor the health of the Cisco Unified CCX system

Which step library is included in the license for Cisco Unified CCX Standard?

A. ICM steps

B. email steps

C. document steps

D. database steps

How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?

A. one language for both the CAD and the CSD

B. one language for the CAD and a different language for the CSD

C. two languages for the CAD and one language for the CSD

D. two languages for both the CAD and the CSD