Cisco 642-165 Exam Certification Guide presents you with an organized test preparation routine through the use of proven series elements and techniques.“Do I Know This Already?”quizzes open each chapter and allow you to decide how much time you need to spend on each section.Cisco 642-165 lists and Foundation Summary tables make referencing easy and give you a quick refresher whenever you need it.Challenging Cisco 642-165 review questions help you assess your knowledge and reinforce key concepts.Cisco 642-165 exercises help you think about exam objectives in real-world situations, thus increasing recall during exam time.
Exam A
QUESTION 1
You are designing a Cisco Unified Contact Center Express system with four requirements:
250 configured agents
150 agents maximum logged in at any given time
30 agents able to make outbound calls
20 agents able to answer emails
How many premium seats should be purchased?
A. 150 seats
B. 180 seats
C. 200 seats
D. 250 seats
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 2
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
Correct Answer: C Section: (none) Explanation
QUESTION 3
Which criterion can be used to control supervisor workflows?
A. length of time an agent is in the NotReady state
B. number of agents logged in
C. number of calls abandoned
D. duration of oldest call in queue
Correct Answer: D Section: (none) Explanation
QUESTION 4
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
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
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QUESTION 5
Where are Cisco Unified CCX users managed and their data stored when deployed with Cisco Unified Communications Manager Express?
A. in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Contact Center Express database
B. in Application Administration with user data stored in the Cisco Unified Contact Center Express database
C. in Cisco Unified Communications Manager Express with user data stored in the Cisco Unified Communications Manager Express database
D. in Application Administration with user data stored in the Cisco Unified Communications Manager Express database
Correct Answer: B Section: (none) Explanation
QUESTION 6
How is the default eMail address in the eMail Subsystem Configuration page used?
A. It receives all mail sent in the Send eMail step as a bcc.
B. It is the From address for emails sent by agents using Agent E-mail.
C. It is used if no email contact is specified in the Create eMail step.
D. It becomes the From address in the Send eMail step if no address is specified.
Correct Answer: D Section: (none) Explanation
QUESTION 7
Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?
A. Contact Service Queue
B. Skill Groups
C. Resource Groups
D. competence levels
Correct Answer: A Section: (none) Explanation
QUESTION 8
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
Correct Answer: BCE Section: (none) Explanation
Explanation/Reference:
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QUESTION 9
Which type of information is available from the Cisco Unified Contact Center Express Control Center?
A. database replication status
B. system parameters configuration
C. date and time of most recent failure
D. Cisco Unified Communications Manager cluster status
Correct Answer: C Section: (none) Explanation
QUESTION 10
Which Cisco Unified Contact Center Express platform set supports the use of an embedded Internet browser within the Cisco Agent Desktop?
A. Premium only
B. Enhanced and Premium only
C. Standard, Enhanced, and Premium
D. Cisco Unified Contact Center Express does not support an embedded Internet browser
Correct Answer: A Section: (none) Explanation
QUESTION 11
Which deployment option is invalid for Cisco Unified Contact Center Express?
A. a two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster
B. a one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters
C. a one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router
D. two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster
Correct Answer: B Section: (none) Explanation
QUESTION 12
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
Correct Answer: ABD Section: (none) Explanation
Explanation/Reference:
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QUESTION 13
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.
Correct Answer: BCD Section: (none) Explanation
QUESTION 14
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.
Correct Answer: ACD Section: (none) Explanation
QUESTION 15
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
Correct Answer: A Section: (none) Explanation
QUESTION 16
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.
Correct Answer: A Section: (none) Explanation
QUESTION 17
Select a statement about the Call Subflow step that is not true.
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A. A subflow can access all variables in the calling script.
B. When the Call Subflow step executes, you can transfer values of variables from the calling flow to the subflow.
C. After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow.
D. The same subflow can be invoked from different scripts.
Correct Answer: A Section: (none) Explanation
QUESTION 18
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
Correct Answer: ACE Section: (none) Explanation
QUESTION 19
Which tool is used to size Cisco Unified CCX?
A. Analysis Manager
B. Cisco Unified Communications Sizing Tool
C. Expert Advisor
D. Cisco Unified Real-Time Monitoring Tool
Correct Answer: B Section: (none) Explanation
QUESTION 20
Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.)
A. minor release
B. major release
C. service update
D. engineering special
Correct Answer: AB Section: (none) Explanation
QUESTION 21
Which step library is included in the license for Cisco Unified CCX Standard?
A. ICM steps
B. email steps
C. document steps “First Test, First Pass” – www.lead2pass.com 8 Cisco 642-165 Exam
D. database steps
Correct Answer: C Section: (none) Explanation
QUESTION 22
Which three tasks can an agent perform on the Cisco Agent Desktop? (Choose three.)
A. chat with an SME
B. send an email to an SME
C. send enterprise data to an SME
D. transfer a call to an SME
E. start a Cisco WebEx session with an SME
Correct Answer: ACD Section: (none) Explanation
QUESTION 23
Which three tasks can an agent perform using email? (Choose three.)
A. save the response as a draft
B. send the response to the supervisor for review
C. transfer the email to another CSQ
D. transfer the email to another agent
E. mark the email as urgent
F. mark the email as junk
Correct Answer: ABC Section: (none) Explanation
QUESTION 24
Where are CTI route points added or configured for Cisco Unified Contact Center Express?
A. Cisco Unified Contact Center Express Media Subsystem
B. Cisco Unified CallManager Device Configuration
C. Cisco Unified Contact Center Express Directory Management
D. Cisco Supervisor Desktop
E. Cisco CRS Administration, JTAPI Trigger Creation
Correct Answer: E Section: (none) Explanation
QUESTION 25
Which three components are installed from the Cisco CRS Installer media? (Choose three.)
A. iPlanet Web Server
B. Cisco CRS Engine
C. Cisco Recording
D. Cisco IP Telephony Windows 2000 Server OS
E. Cisco Unified CallManager
F. MS SQL Server “First Test, First Pass” – www.lead2pass.com 9 Cisco 642-165 Exam
Correct Answer: BCF Section: (none) Explanation
QUESTION 26
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
Correct Answer: C Section: (none) Explanation
QUESTION 27
Which two items are automatically installed on the Cisco Unified CCX server by the Cisco Unified Contact Center Express Installer? (Choose two.)
A. IVR System Prompts
B. Cisco Supervisor Desktop
C. Unified Communications Operating System
D. Cisco Unified Communications Manager
E. Workforce Management
Correct Answer: AC Section: (none) Explanation
QUESTION 28
Where can you start, stop, and restart Cisco Unified Contact Center Express services?
A. Control Center on Cisco Unified Contact Center Express Serviceability
B. System page on Cisco Unified Contact Center Express Administration
C. Cisco Desktop Administrator
D. Cisco Unified Communications Operating System Administration
Correct Answer: A Section: (none) Explanation
QUESTION 29
Which tool is used to estimate the hardware server resources that are required for a Cisco Unified CCX deployment?
A. IPC Resource Calculator
B. CTI Port Calculator
C. Cisco Unified Communications Sizing Tool
D. Cisco Unified CCX Applications Administration
Correct Answer: C Section: (none) Explanation
QUESTION 30
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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
Correct Answer: A Section: (none) Explanation
QUESTION 31
Which statement is true about the default script field when adding an application?
A. When a caller does not enter a choice in a Menu step, it will execute the default script.
B. Any problems running the configured script will cause the default script to be executed.
C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed.
D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed.
Correct Answer: B Section: (none) Explanation
QUESTION 32
Which step can be used to trap runtime script errors and recover gracefully?
A. Set
B. Call Subflow
C. On Exception Goto
D. Get Reporting Statistic
Correct Answer: C Section: (none) Explanation
QUESTION 33
Which two steps check out a database connection from the connection pool? (Choose two.)
A. DB Get
B. DB Read
C. DB Write
D. DB Release
Correct Answer: BC Section: (none) Explanation
QUESTION 34
If the Call Redirect step sends a caller to a device that does not exist in the CallManager, which branch of the step is executed?
A. Busy
B. Invalid
C. Successful “First Test, First Pass” – www.lead2pass.com 11 Cisco 642-165 Exam
D. Unsuccessful
Correct Answer: B Section: (none) Explanation
QUESTION 35
Which step is designed to prompt a user to press or say a single-digit number to perform a specific function?
A. Menu
B. Get Digit String
C. Get Call Contact Info
D. Extended Get Digit String
Correct Answer: A Section: (none) Explanation QUESTION 36
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
Correct Answer: D Section: (none) Explanation
QUESTION 37
How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?
A. Configure it as a Generated Prompt.
B. Configure it as a Random Container Prompt.
C. Configure it as an Escalating Container Prompt.
D. Configure it as a Concatenated Container Prompt.
Correct Answer: C Section: (none) Explanation
QUESTION 38
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
Correct Answer: B Section: (none) Explanation
QUESTION 39
What formula do you use to calculate the number of Voice Gateway ports?
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A. Erlang A
B. Erlang B
C. Erlang C
D. IVR ports + agent phones
Correct Answer: B Section: (none) Explanation
Cisco 642-165 tests containing questions that cover all sides of tested subjects that help our members to be prepared and keep high level of professionalism. The main purpose of Cisco 642-165 exam is to provide high quality test that can secure and verify knowledge, give overview of question types and complexity that can be represented on real exam certification
QUESTION 40
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.
Correct Answer: B Section: (none) Explanation
QUESTION 41
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
Correct Answer: B Section: (none) Explanation
QUESTION 42
What is the maximum number of agents supported on a Cisco Unified Communications Manager Express deployment?
A. 10 agents
B. 50 agents
C. 100 agents
D. 300 agents
Correct Answer: B Section: (none) Explanation
QUESTION 43
Which configuration enables a Cisco Unified Contact Center Express server to fail over to a secondary Cisco Unified Communications Manager server when the primary server fails?
A. No special configuration is needed.
B. Configure LDAP with a secondary profile. “First Test, First Pass” – www.lead2pass.com 13 Cisco 642-165 Exam
C. Configure a second Cisco Unified Communications Manager telephony user with an alternate range of CTI ports.
D. Configure the telephony provider with a primary and secondary Cisco Unified Communications Manager IP address.
Correct Answer: D Section: (none) Explanation
QUESTION 44
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
Correct Answer: A Section: (none) Explanation
QUESTION 45
Which two tasks must an administrator perform on Cisco Desktop Administrator to support presence integration? (Choose two.)
A. Assign a contact list to a CSQ.
B. Assign a contact list to a workflow group.
C. Assign an SME to a contact list.
D. Assign a contact list to a skill.
E. Assign an SME to a CSQ.
Correct Answer: BC Section: (none) Explanation