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