Cisco IP Contact Center Express Implementation : 642-162

  • Exam Code: 642-162
  • Exam Name: IP Contact Center Express Implementation Exam
  • Updated: Sep 15, 2026     Q & A: 70 Questions and Answers

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Cisco 642-162 Exam Syllabus Topics:

SectionObjectives
Scripting and Application Development- Cisco scripting environment (CCX Editor)
  • 1. IVR script creation and logic design
    • 2. Database and prompt integration
      Installation and Configuration- UCCX installation and initial setup
      • 1. Server requirements and prerequisites
        • 2. Integration with Cisco Unified CM
          Call Routing and Queue Management- Call flow design and configuration
          • 1. Skills-based routing
            • 2. CSQ (Contact Service Queue) configuration
              Administration and Troubleshooting- System monitoring and maintenance
              • 1. Agent desktop (CAD/Finesse) troubleshooting
                • 2. Call flow and log analysis
                  Cisco IP Contact Center Express Architecture- UCCX system components and architecture overview
                  • 1. Cisco Unified Communications architecture integration
                    • 2. IPCC Express deployment models

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