Cisco Cisco Certifications 642-165 Questions & Answers

• Question 11:

  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

• Question 12:

  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

• Question 13:

  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

• Question 14:

  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

• Question 15:

  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

  Correct Answer: C

• Question 16:

  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

• Question 17:

  Which three components are installed from the Cisco Unified CCX Installer media? (Choose three.)

  A. iPlanet Web Server

  B. Cisco Unified CCX Engine

  C. Cisco Unified Operations Manager

  D. Cisco Unified Communications Manager

  E. Recording Component

  F. Informix DB

  Correct Answer: BEF

• Question 18:

  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

  Correct Answer: C

• Question 19:

  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

• Question 20:

  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