642-165 Online Practice Questions and Answers

With which product is Cisco Unified CCX integrated in order to allow an agent to chat with an SME using CAD?

A. Cisco Unified Presence

B. IP Phone Messenger

C. Webex Connect

D. Microsoft Office Communicator

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 addition to writing information to a trace file, the Cisco Unified CCX system sends standard event logging messages to a syslog server through which service?

A. SNMP Trap

B. Alarm

C. CDP

D. Win32

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.

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 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

How many languages can be installed for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD)?

A. one language for both the CAD and the CSD

B. one language for the CAD and a different language for the CSD

C. two languages for the CAD and one language for the CSD

D. two languages for both the CAD and the CSD

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

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