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| Section | Objectives |
|---|---|
| Topic 1: Peripheral and Integration Configuration | - Peripheral integration
|
| Topic 2: Reporting and Administration | - System administration
|
| Topic 3: Agent and Skill Group Configuration | - Contact center resources
|
| Topic 4: Installation and Initial Configuration | - Platform installation
|
| Topic 5: Unified Contact Center Enterprise Architecture | - UCCE solution architecture
|
| Topic 6: Call Routing and Routing Scripts | - Routing configuration
|
| Topic 7: Troubleshooting and Maintenance | - Operational support
|
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