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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Security & Optimization | 10% | - Security best practices - Performance tuning - Troubleshooting methodology |
| Topic 2: Call Routing & Contact Flow | 20% | - Queue management and overflow - IVR and self-service design - Inbound and outbound routing strategies |
| Topic 3: Integration & Feature Design | 15% | - Reporting and analytics planning - Agent and supervisor functionality - Integration with IP Office core |
| Topic 4: Solution Design & Sizing | 30% | - Scalability and capacity planning - Network and bandwidth requirements - High availability and redundancy |
| Topic 5: IP Office Contact Center Architecture & Components | 25% | - Licensing model and options - Server and software requirements - System components and editions |
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