642-165 Online Practice Questions and Answers

A preview outbound dialer uses which source and destination resources?

A. a CTI port to the customer

B. the ACD line of the agent to the customer

C. the personal line of the agent to the customer

D. a CTI port to the agent, then redirected to the customer

In Cisco Unified CCX Administration, what is created on the Communications Manager when you add a Cisco Unified Communications Manager Telephony group?

A. CTI Ports

B. CTI Route Point

C. Cisco Unified CCX Call Control Group

D. Cisco Unified Communications Manager Call Control Group

Which codec should be selected when a Cisco Unified CCX cluster uses ASR?

A. G.711

B. G.723

C. G.729

D. Any codec works fine with ASR.

Which two are possible root causes for the Application Subsystem going into partial service status? (Choose two.)

A. Cisco Unified Communications Manager Telephony Provider problem

B. CTI Route Point problem

C. CTI Port Group problem

D. script problem

E. system deadlock problem

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

A. Media

B. JTAPI

C. Database

D. Application

Which three of the following tasks can be performed using Cisco Unified Real-Time Monitoring Tool? (Choose three.)

A. collect trace files

B. stop and start Cisco Unified CCX services

C. view syslog messages

D. perform backup and restore functions

E. monitor the health of the Cisco Unified CCX system

Which three tasks can an agent perform using email? (Choose three.)

A. save the response as a draft

B. send the response to the supervisor for review

C. transfer the email to another CSQ

D. transfer the email to another agent

E. mark the email as urgent

F. mark the email as junk

What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed with Cisco Unified Communications Manager?

A. 50

B. 150

C. 300

D. 400

Which two steps check out a database connection from the connection pool? (Choose two.)

A. DB Get

B. DB Read

C. DB Write

D. DB Release

How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?

A. Configure it as a Generated Prompt.

B. Configure it as a Random Container Prompt.

C. Configure it as an Escalating Container Prompt.

D. Configure it as a Concatenated Container Prompt.