Cisco Cisco Certifications 642-165 Questions & Answers

• Question 61:

  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

• Question 62:

  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

• Question 63:

  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

• Question 64:

  Which interface is used to configure debug parameters for log files?

  A. Datastore Control Center

  B. trace configuration

  C. system parameters

  D. Control Center

  Correct Answer: B

• Question 65:

  A preview outbound dialer uses which source and destination resources?

  A. a CTI port to the customer

  B. the ACD line of the agent to the customer

  C. the personal line of the agent to the customer

  D. a CTI port to the agent, then redirected to the customer

  Correct Answer: B

• Question 66:

  If you have not configured the database subsystem, what is the status of the database subsystem on the Control Center page of AppAdmin?

  A. partial service

  B. out of service

  C. shutdown

  D. not configured

  Correct Answer: D

• Question 67:

  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

  Correct Answer: A

• Question 68:

  A Cisco Unified Contact Center Express 7.0 deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the high-availability Cisco Unified CCX Engine, Database, VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using CAD with Cisco Unified IP Phone 7960G and end- point monitoring. Very little recording and silent monitoring will be performed, and no historical reporting will be done during call center open hours.

  What is the minimum number of Cisco Unified Contact Center Express hardware servers required for this Cisco Unified Contact Center Express deployment?

  A. 1 server

  B. 2 servers

  C. 3 servers

  D. 4 servers

  E. 5 servers

  Correct Answer: B

• Question 69:

  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

• Question 70:

  Agent Email is a Cisco Unified CCX feature available in which of these packages?

  A. Premium, Enhanced, and Standard

  B. Premium only

  C. Premium and Standard

  D. Premium and Enhanced

  Correct Answer: B