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| Section | Objectives |
|---|---|
| Topic 1: UCCX Architecture and Components | - Integration with Cisco Unified Communications Manager (CUCM) - High availability and redundancy concepts - Cisco Unified Contact Center Express system architecture |
| Topic 2: Troubleshooting and Maintenance | - System logs and diagnostics - Performance monitoring - Common deployment issues |
| Topic 3: Reporting and Monitoring | - Supervisor dashboards and analytics - Historical reporting - Real-time monitoring tools |
| Topic 4: Call Routing and Scripting | - Call flows and triggers - Cisco Unified CCX Editor scripting basics - IVR design and call treatment |
| Topic 5: Installation and Initial Configuration | - UCCX installation process and prerequisites - Basic system configuration - Licensing and service activation |
| Topic 6: Agent and Supervisor Desktop Configuration | - Cisco Agent Desktop (CAD) configuration - Call distribution and queues - Agent skills and team configuration |
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