Cisco 642-165 Online Practice Questions and Exam Preparation

Cisco 642-165 Online Questions & Answers

• Question 21:

  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
  D. duration of oldest call in queue

• Question 22:

  If an existing script is uploaded to the Cisco Unified CCX, what does Cisco Unified CCX ask?

  A. Do you want to debug the script?
  B. Do you want to refresh the script?
  C. Do you want to save the application?
  D. Do you want to validate the script?
  B. Do you want to refresh the script?

• Question 23:

  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.
  D. It becomes the From address in the Send eMail step if no address is specified.

• Question 24:

  Which two releases require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express? (Choose two.)

  A. minor release
  B. major release
  C. service update
  D. engineering special
  A. minor release
  B. major release

• Question 25:

  What is the maximum number of agents supported on a Cisco Unified Communications Manager Express deployment?

  A. 10 agents
  B. 50 agents
  C. 100 agents
  D. 300 agents
  B. 50 agents

• Question 26:

  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.
  B. Any problems running the configured script will cause the default script to be executed.

• Question 27:

  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
  C. document steps

• Question 28:

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

  A. Datastore Control Center
  B. trace configuration
  C. system parameters
  D. Control Center
  B. trace configuration

• Question 29:

  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
  A. Contact Service Queue

• Question 30:

  What formula do you use to calculate the number of agents in a Call Center?

  A. Erlang B
  B. Erlang C
  C. AHT * BHCA
  D. VG ports + IVR ports
  B. Erlang C