Cisco Unified Contact Center Enterprise Support : 642-243

642-243 real exams

Exam Code: 642-243

Exam Name: Unified Contact Center Enterprise Support Exam

Updated: Aug 26, 2026

Q & A: 44 Questions and Answers

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Cisco 642-243 Exam Syllabus Topics:

SectionObjectives
Topic 1: Troubleshooting and Maintenance- System diagnostics
  • 1. Common call flow failures
    • 2. Log analysis
      Topic 2: Call Routing and Dial Plan- Routing logic in UCCE
      • 1. Routing scripts fundamentals
        • 2. Dialed Number Mapping
          Topic 3: ICM Scripting and Configuration- Routing script design
          • 1. Call variable handling
            • 2. Nodes and objects in Script Editor
              Topic 4: Cisco CVP and Voice Response Integration- CVP call flow handling
              • 1. SIP/H.323 gateway interactions
                • 2. VRU integration
                  Topic 5: Cisco Unified Contact Center Enterprise Architecture- UCCE components and system architecture
                  • 1. ICM / AW / Logger roles
                    • 2. Call routing architecture overview
                      Topic 6: Cisco Finesse and Agent Desktop- Agent desktop operations
                      • 1. Agent state management
                        • 2. Finesse gadget configuration

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