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

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

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

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.

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 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 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

If the Call Redirect step sends a caller to a device that does not exist in the CallManager, which branch of the step is executed?

A. Busy

B. Invalid

C. Successful

D. Unsuccessful

Which step would you use to get information about the number of contacts currently in queue?

A. Get Contact Info

B. Get Session Info

C. Get Call Contact Info

D. Get Reporting Statistics

What formula do you use to calculate the number of Voice Gateway ports?

A. Erlang A

B. Erlang B

C. Erlang C

D. IVR ports + agent phones