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Last Updated: Sep 16, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Troubleshooting & Support | 10% | - Connectivity and call flow problems - Common operational issues - Diagnostic tools and procedures |
| Maintenance & Monitoring | 20% | - Log files and alarm management - Performance monitoring tools - System backup and restore procedures - Software updates and patches |
| Administration & User Management | 25% | - Agent and supervisor configuration - Skill groups and routing strategies - Administrator accounts and permissions - Call presentation and control settings |
| Installation & Configuration | 25% | - Basic system configuration - Software installation and setup - Pre-installation requirements - License management |
| System Overview & Architecture | 20% | - Contact Center Manager RIs.7.0 components - Integration with Communication Server 1000 - Server and software architecture |
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