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| Section | Objectives |
|---|---|
| Topic 1: System Administration and Maintenance | - Monitoring and performance tuning - User and agent management |
| Topic 2: Troubleshooting and Fault Management | - Log analysis and recovery procedures - Common system issues and diagnostics |
| Topic 3: Installation and Configuration | - Server installation and initial setup - Configuration of call center applications |
| Topic 4: Symposium Call Center Server Architecture | - System components and architecture overview - Deployment models and integration points |
| Topic 5: Call Routing and ACD Management | - Automatic Call Distribution (ACD) principles - Routing strategies and queue management |
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