Cisco Cisco Certifications 642-165 Questions & Answers

• Question 31:

  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

  Correct Answer: A

• Question 32:

  Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, and other immediate security threats?

  A. Microsoft SQL Server 2000

  B. Microsoft Management Console

  C. Cisco Security Agent

  D. Quality Manager

  Correct Answer: C

• Question 33:

  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.

  Correct Answer: ABD

• Question 34:

  In the Expression Editor panel of Cisco Unified CCX Script Editor, what are three reasons to use the Java tab? (Choose three.)

  A. to invoke a specified method of a custom Java class

  B. to reference a variable of a custom Java Object

  C. to pass variables between two different workflows

  D. to create an object for the purpose of executing methods on a remote computer

  E. to get a reference to the Contact and Session states

  F. to allow for arguments to be passed to a specified method

  Correct Answer: ABF

• Question 35:

  Which two features are added when upgrading from Cisco Unified CCX Standard to Enhanced? (Choose two.)

  A. Agent Routing

  B. Historical Reporting

  C. Conditional Routing

  D. Priority Queuing

  Correct Answer: AD

• Question 36:

  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.

  Correct Answer: C

• Question 37:

  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

  Correct Answer: B

• Question 38:

  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

  Correct Answer: BE

• Question 39:

  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

  Correct Answer: B

• Question 40:

  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

  Correct Answer: B