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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Installation and Deployment | 25% | - Pre-installation requirements and planning - High availability and redundancy setup - Software installation and configuration |
| Topic 2: Routing and Scripting | 25% | - Dialed numbers, call types, and routing domains - Precision queuing and skill-based routing - ICM script design and configuration |
| Topic 3: Integration and Media Configuration | 15% | - CTI integration and route points - CVP and IVR integration - Gateway and SIP configuration |
| Topic 4: Reporting, Monitoring and Troubleshooting | 15% | - CUIC and LiveData reporting setup - System health monitoring - Common issues and resolution |
| Topic 5: UCCE Architecture and Components | 20% | - Unified ICM/CCE solution overview - Peripheral Gateway (PG), Router, Logger components - Integration with CUCM, CVP, and Finesse |
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