642-165 Online Practice Questions and Answers

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 three statements describe the importing of contacts into a Cisco Unified Contact Center Express campaign? (Choose three.)

A. Phone1 is the only mandatory field.

B. Up to three custom fields can be added.

C. List filtering for "Do Not Call" is unsupported.

D. When records have matching phone numbers, only one record is created.

E. Imports can be automatically executed on a weekly basis.

Which subsystem handles connections between the Cisco Unified Contact Center Express Server and the Enterprise Databases?

A. Media

B. JTAPI

C. Database

D. Application

In which two ways does remote monitoring allow the monitored call to be selected? (Choose two.)

A. by agent name

B. by agent extension

C. by application ID

D. by media group ID

E. by CSQ ID

An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account

the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

A. Cisco Unified CCX Standard

B. Cisco Unified CCX Enhanced

C. Cisco Unified CCX Premium

D. Cisco Unified CCX Enterprise

E. Cisco Unified IP IVR

What happens if all CTI ports for the configured Cisco Unified Communications Manager Telephony Group are busy when a new call arrives?

A. The caller will receive network busy treatment.

B. The caller will receive ringing treatment.

C. Cisco Unified Communications Manager will forward the call to the directory number configured for forward-on busy for this CTI Route Point in Cisco Unified Communications Manager.

D. An exception is raised, but the call is accepted and processed.

E. Cisco Unified Communications Manager will forward the caller to the directory number configured in Cisco Unified CCX for overflow.

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

Which feature is available on Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments?

A. wrap-up data

B. high availability

C. preview outbound dialer

D. barge-in on Cisco Supervisor Desktop

Which tool protects Cisco Unified Contact Center Express against worms, day-zero viruses, and other immediate security threats?

A. Microsoft SQL Server 2000

B. Microsoft Management Console

C. Cisco Security Agent

D. Quality Manager

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