Exam Code: 642-243
Exam Name: Unified Contact Center Enterprise Support Exam
Certification Provider: Cisco
Corresponding Certification: Others
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Cisco 642-243 Exam Syllabus Topics:

SectionObjectives
Cisco Finesse and Agent Desktop- Agent desktop operations
  • 1. Agent state management
    • 2. Finesse gadget configuration
      Cisco Unified Contact Center Enterprise Architecture- UCCE components and system architecture
      • 1. ICM / AW / Logger roles
        • 2. Call routing architecture overview
          Call Routing and Dial Plan- Routing logic in UCCE
          • 1. Routing scripts fundamentals
            • 2. Dialed Number Mapping
              ICM Scripting and Configuration- Routing script design
              • 1. Nodes and objects in Script Editor
                • 2. Call variable handling
                  Troubleshooting and Maintenance- System diagnostics
                  • 1. Log analysis
                    • 2. Common call flow failures
                      Cisco CVP and Voice Response Integration- CVP call flow handling
                      • 1. VRU integration
                        • 2. SIP/H.323 gateway interactions

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