642-165 Online Practice Questions and Answers

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

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

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

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

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

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

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

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.

Select a statement about the Call Subflow step that is not true.

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.

Which feature is added when upgrading from the Enhanced to Premium Cisco Unified Contact Center Express?

A. HTTP-based trigger

B. a wrap-up timer

C. keystroke macros

D. supervisory recording

E. agent-to-agent text chatting

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

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

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

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

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