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| Section | Weight | Objectives |
|---|---|---|
| Features and Subsystems | 12% | - Email, chat, and outbound dialer subsystems - CTI integration and JTAPI configuration - IVR, prompt management, and recordings |
| Monitoring, Reporting and Troubleshooting | 8% | - Real-time and historical reporting - Common issues and resolution - Log analysis and alarm management |
| Call Routing and Scripting | 25% | - Cisco Unified CCX Editor usage - Script creation, editing, and debugging - Application triggers and call flow logic |
| Initial Configuration and Setup | 20% | - Licensing and feature activation - Database, LDAP, and network configuration - Application Administration (AppAdmin) access |
| UCCX Architecture and Deployment | 20% | - Integration with CUCM and other Cisco platforms - System components and software architecture - Server deployment and virtualization requirements |
| Resource Management | 15% | - Agents, teams, and skill groups - Resource assignment and selection criteria - Contact Service Queues (CSQs) |
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