Exam Code: 642-165
Exam Name: Unified Communications Contact Center Express Implementation(UCCX)
Certification Provider: Cisco
Corresponding Certification: Others

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Updated: Jul 18, 2026

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Cisco 642-165 Exam Overview:

Certification Vendor:	Cisco
Exam Name:	Cisco Unified Communications Contact Center Express Implementation (UCCX)
Exam Number:	642-165
Exam Format:	Multiple choice, Simulation-based questions
Available Languages:	English
Certificate Validity Period:	Retired (no longer offered)
Exam Price:	$250 USD (historical estimate)
Exam Duration:	90 minutes
Related Certifications:	Cisco Certified Network Professional (CCNP) Collaboration Cisco Unified Contact Center Express
Recommended Training:	Cisco Unified Contact Center Express Training Resources
Exam Registration:	Cisco Certifications Portal
Sample Questions:	Cisco 642-165 Sample Questions
Exam Way:	Proctored exam (historically Pearson VUE test center delivery)
Pre Condition:	Recommended experience with Cisco Unified Communications Manager (CUCM) and basic networking knowledge; CCNA Voice or equivalent knowledge is typically expected.
Official Syllabus URL:	https://www.cisco.com

Cisco 642-165 Exam Syllabus Topics:

Section	Objectives
Installation and Initial Configuration	- UCCX installation process and prerequisites - Licensing and service activation - Basic system configuration
Reporting and Monitoring	- Supervisor dashboards and analytics - Real-time monitoring tools - Historical reporting
Call Routing and Scripting	- IVR design and call treatment - Cisco Unified CCX Editor scripting basics - Call flows and triggers
Agent and Supervisor Desktop Configuration	- Call distribution and queues - Cisco Agent Desktop (CAD) configuration - Agent skills and team configuration
Troubleshooting and Maintenance	- Common deployment issues - System logs and diagnostics - Performance monitoring
UCCX Architecture and Components	- High availability and redundancy concepts - Integration with Cisco Unified Communications Manager (CUCM) - Cisco Unified Contact Center Express system architecture

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