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

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

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 tasks are required to deploy a Cisco Unified CCX application? (Choose three.)

A. create a trigger

B. upload script to repository

C. restart the Cisco Unified CCX Engine

D. specify the maximum number of sessions

E. configure default session timeout

In which two ways does remote monitoring allow the monitored call to be selected? (Choose two.)

A. by agent name

B. by agent extension

C. by application ID

D. by media group ID

E. by CSQ ID

Which feature is available on Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments?

A. wrap-up data

B. high availability

C. preview outbound dialer

D. barge-in on Cisco Supervisor Desktop

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

What is the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment?

A. 150

B. 200

C. 300

D. 400

What formula do you use to calculate the number of agents in a Call Center?

A. Erlang B

B. Erlang C

C. AHT * BHCA

D. VG ports + IVR ports