Cisco Cisco Certifications 642-165 Questions & Answers

• Question 51:

  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

• Question 52:

  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

• Question 53:

  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

• Question 54:

  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

• Question 55:

  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

• Question 56:

  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

• Question 57:

  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

• Question 58:

  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

• Question 59:

  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

• Question 60:

  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