Cisco 642-165 Online Practice Questions and Exam Preparation

Cisco 642-165 Online Questions & Answers

• Question 31:

  Which two items are automatically installed on the Cisco Unified CCX server by the Cisco Unified Contact Center Express Installer? (Choose two.)

  A. IVR System Prompts
  B. Cisco Supervisor Desktop
  C. Unified Communications Operating System
  D. Cisco Unified Communications Manager
  E. Workforce Management
  A. IVR System Prompts
  C. Unified Communications Operating System

• Question 32:

  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
  B. in Application Administration with user data stored in the Cisco Unified Contact Center Express database

• Question 33:

  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
  B. to clear previously entered input before the Menu step executes

• Question 34:

  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
  B. Cisco Unified Communications Sizing Tool

• Question 35:

  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
  A. to invoke a specified method of a custom Java class
  B. to reference a variable of a custom Java Object
  F. to allow for arguments to be passed to a specified method

• Question 36:

  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
  A. save the response as a draft
  B. send the response to the supervisor for review
  C. transfer the email to another CSQ

• Question 37:

  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
  B. the ACD line of the agent to the customer

• Question 38:

  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. Cisco Unified Presence

• Question 39:

  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.
  A. Push a web page to an agent's Cisco Agent Desktop.
  B. Chat with an agent.
  D. Change an agent's state to Ready.

• Question 40:

  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.
  B. Assign a contact list to a workflow group.
  C. Assign an SME to a contact list.