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| Section | Weight | Objectives |
|---|---|---|
| TAPI Implementation & Integration | 30% | - TAPI standards and versions - Application integration using TAPI - TAPI service provider installation |
| Maintenance, Troubleshooting & Support | 20% | - Diagnostic tools and logs - Performance optimization - Common issues and resolutions |
| Agent Configuration & Functionality | 25% | - Agent desktop features - Agent login/logout and state management - Supervisor and reporting functions |
| Symposium Call Center Architecture | 25% | - Call flow mechanisms - System components and overview |
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