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