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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Troubleshooting and Support | 25% | - Performance issue resolution - Call flow and connectivity troubleshooting - Diagnostic tools and utilities - Log analysis and fault isolation |
| Topic 2: Configuration and Scripting | 25% | - Script Editor fundamentals - Advanced routing techniques - IVR scripting with microapps |
| Topic 3: Maintenance and Operations | 20% | - Backup and restore procedures - System monitoring and health checks - Software updates and patches |
| Topic 4: UCCE Architecture and Components | 30% | - Solution components and functions - Call flow concepts and terminology - Deployment models and design considerations |
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