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