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Unified Communications Contact Center Express.(UCCX) : 642-164 Exam

Exam Number/Code: 642-164
Exam Name: Unified Communications Contact Center Express.(UCCX)

“Unified Communications Contact Center Express.(UCCX)”, also known as 642-164 exam, is a Cisco certification.
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642-164 UCCX
Unified Communications Contact Center Express Implementation

Exam Number: 642-164
Associated Certifications: Unified Communications Contact Center Express
Duration: 75 minutes (55-65 questions)
Available Languages: English
Click Here to Register: Pearson VUE
Exam Policies: Read current policies and requirements
Exam Tutorial: Review type of exam questions

Exam Description Exam Topics Recommended Training Additional Resources
Exam Description
The 642-164 UCCX Unified Communications Contact Center Express Implementation exam is associated with the Unified Communications Contact Center Express Specialist certification. This exam tests a candidate’s knowledge of the design, implementation, and operation of CRS/UCCCX deployments. Candidates can prepare for this exam by taking the UCCXD v 1.1 Unified Contact Center Express & Unified IP/IVR Deployment course.

Exam Topics
The following topics are general guidelines for the content likely to be included on the Remote Access exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Design a Unified Contact Center Express System deployment
Perform customer capacity planning
Determine customer required features
Evaluate and recommend different configuration options
Identify available configuration and ordering tools

Implement a Unified Contact Center Express System
Describe the process for installing Unified Contact Center Express software and hardware
Describe the process to configure Unified Contact Center Express software and provision the users to meet customer requirements
Describe the process of using the Unified Contact Center Express Application Editor
Describe the process of provisioning Unified Contact Center Express applications

Operate a Unified Contact Center Express System
Identify basic Unified Contact Center Express user tasks
Identify process and tools available for troubleshooting Unified Contact Center Express
Identify process and tools available for monitoring system operations in Unified Contact Center Express
Identify process and tools available for patching, upgrading systems, and license additions for Unified Contact Center Express

QUESTION 27:
An Cisco Unified Contact Center Express 4.0 deployment requires support for 20
concurrently logged-in agents. The agents are split across two remote sites, and the
high-availability Cisco CRS Engine, Database Server, VoIP Monitoring, and Recording
server processes run at a central data center. The agents will be using CAD with Cisco
Unified IP Phone 7960G and end-point monitoring. Very little recording and silent
monitoring will be performed, and no historical reporting will be done during call center
open hours. Assume the minimum number of servers is desired.
How many Cisco Unified Contact Center Express hardware servers would be required for
this Cisco Unified Contact Center Express deployment?
A. 5
B. 2
C. 1
D. 3
E. 4
Answer: B
QUESTION 28:
A Cisco Unified Contact Center Express deployment must have the following
characteristics:
High Availability
Cisco Unified Contact Center Express 4.0
two remote sites
agent pool split evenly between both sites
3 concurrent supervisors
20 concurrent agents
agents using Cisco IP Phone Agent and Citrix terminals
silent monitoring and recording in use
no historical reporting during call center open hours
What is the minimum number of servers needed to support this configuration?
A. six servers
B. five servers
C. three servers
D. two servers
E. the answer depends on where the supervisors are located
F. four servers
Answer: F
QUESTION 29:
Which feature is added when upgrading from the Enhanced to Premium Cisco Unified
Contact Center Express?
A. keystroke macros
B. sending email
C. a wrap-up timer
D. agent-to-agent text chatting
E. supervisory recording
Answer: B