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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: UCCX Architecture and Deployment | 20% | - Server deployment and virtualization requirements - System components and software architecture - Integration with CUCM and other Cisco platforms |
| Topic 2: Initial Configuration and Setup | 20% | - Licensing and feature activation - Application Administration (AppAdmin) access - Database, LDAP, and network configuration |
| Topic 3: Resource Management | 15% | - Contact Service Queues (CSQs) - Agents, teams, and skill groups - Resource assignment and selection criteria |
| Topic 4: Monitoring, Reporting and Troubleshooting | 8% | - Real-time and historical reporting - Common issues and resolution - Log analysis and alarm management |
| Topic 5: Call Routing and Scripting | 25% | - Script creation, editing, and debugging - Cisco Unified CCX Editor usage - Application triggers and call flow logic |
| Topic 6: Features and Subsystems | 12% | - Email, chat, and outbound dialer subsystems - CTI integration and JTAPI configuration - IVR, prompt management, and recordings |
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