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Cisco 642-162 Exam Syllabus Topics:

SectionObjectives
Topic 1: Cisco IP Contact Center Express Architecture- UCCX system components and architecture overview
  • 1. Cisco Unified Communications architecture integration
    • 2. IPCC Express deployment models
      Topic 2: Scripting and Application Development- Cisco scripting environment (CCX Editor)
      • 1. Database and prompt integration
        • 2. IVR script creation and logic design
          Topic 3: Call Routing and Queue Management- Call flow design and configuration
          • 1. CSQ (Contact Service Queue) configuration
            • 2. Skills-based routing
              Topic 4: Installation and Configuration- UCCX installation and initial setup
              • 1. Server requirements and prerequisites
                • 2. Integration with Cisco Unified CM
                  Topic 5: Administration and Troubleshooting- System monitoring and maintenance
                  • 1. Call flow and log analysis
                    • 2. Agent desktop (CAD/Finesse) troubleshooting

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