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Cisco 642-165 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Call Routing and Scripting | 25% | - Cisco Unified CCX Editor usage - Application triggers and call flow logic - Script creation, editing, and debugging |
| Monitoring, Reporting and Troubleshooting | 8% | - Common issues and resolution - Real-time and historical reporting - Log analysis and alarm management |
| Resource Management | 15% | - Resource assignment and selection criteria - Contact Service Queues (CSQs) - Agents, teams, and skill groups |
| Features and Subsystems | 12% | - IVR, prompt management, and recordings - Email, chat, and outbound dialer subsystems - CTI integration and JTAPI configuration |
| Initial Configuration and Setup | 20% | - Application Administration (AppAdmin) access - Database, LDAP, and network configuration - Licensing and feature activation |
| UCCX Architecture and Deployment | 20% | - System components and software architecture - Integration with CUCM and other Cisco platforms - Server deployment and virtualization requirements |
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