Cisco 642-164 Exam Information and Actual Questions

  • Exam Code/Number: 642-164
  • Exam Name/Title: Unified Communications Contact Center Express.(UCCX)
  • Certification Provider: Cisco
  • Corresponding Certification: Others
  • Exam Questions: 68
  • Updated On: Jul 24, 2026

642-164
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Cisco
642-164 Exam
Unified Communications Contact Center Express.(UCCX)

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Cisco 642-164 Exam Overview:

Certification Vendor:Cisco
Exam Name:Deploying Cisco Unified Contact Center Express (UCCX)
Exam Number:642-164
Passing Score:Variable (typically Cisco scaled score, approx. 800-850/1000; not publicly fixed)
Exam Duration:90 minutes
Exam Price:USD 200 (approximate; varies by region)
Exam Format:Multiple choice, Multiple response, Simulation / Simlets
Real Exam Qty:45-55 (approximate range)
Available Languages:English
Certificate Validity Period:3 years (Cisco certification validity, legacy track)
Related Certifications:CCNP Voice
Cisco Unified Communications Certification
Cisco Contact Center Certifications
Recommended Training:Cisco Unified Contact Center Express Training (legacy courses)
Cisco Learning Network
Exam Registration:Pearson VUE Cisco Exams
Cisco Certification Exams Registration
Sample Questions:Cisco 642-164 Sample Questions
Exam Way:Proctored exam via Pearson VUE (online or test center)
Pre Condition:Recommended: CCNA-level knowledge or CCNP Voice / Cisco Unified Communications fundamentals
Official Syllabus URL:https://www.cisco.com/c/en/us/training-events/training-certifications/exams.html

Cisco 642-164 Exam Syllabus Topics:

SectionObjectives
Topic 1: Agent Desktop and Supervisor Functions- Agent desktop applications
  • 1. Agent states and call handling
    • 2. Cisco Finesse / legacy CAD usage
      - Supervisor tools
      • 1. Monitoring and reporting functions
        • 2. Real-time queue management
          Topic 2: UCCX Architecture and Components- Cisco Unified Contact Center Express architecture overview
          • 1. High-level call flow architecture
            • 2. Core components (UCCX, CUCM integration)
              - System requirements and deployment models
              • 1. Scalability and sizing concepts
                • 2. Hardware and virtualization considerations
                  Topic 3: Installation and Configuration- Basic system configuration
                  • 1. User and resource configuration
                    • 2. Licensing and service activation
                      - UCCX installation process
                      • 1. Integration with Cisco Unified Communications Manager
                        • 2. Initial setup and node configuration
                          Topic 4: Reporting and Troubleshooting- System troubleshooting
                          • 1. Call flow debugging
                            • 2. Service and integration issues
                              - Historical and real-time reporting
                              • 1. Contact center performance metrics
                                • 2. Report generation and analysis
                                  Topic 5: Contact Center Scripting and Call Flows- Cisco Script Editor fundamentals
                                  • 1. IVR script creation and logic design
                                    • 2. Variables, steps, and call handling logic
                                      - Call routing and workflow design
                                      • 1. Queueing and skill-based routing
                                        • 2. Call treatment and prompts


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