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Cisco 500-052 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Administration and Troubleshooting | - Monitoring and logging - Common deployment issues and resolution - System administration tasks |
| Topic 2: Call Routing and Call Flows | - Dial plan integration - Contact service queues and triggers - Basic and advanced call routing concepts |
| Topic 3: Agent and Desktop Integration | - Cisco Finesse configuration - Supervisor and reporting tools - Agent skill-based routing |
| Topic 4: UCCX Architecture and Components | - Integration with Cisco Unified Communications Manager (CUCM) - Cisco Unified Contact Center Express architecture overview - System sizing and deployment models |
| Topic 5: IVR and Scripting | - Prompt management and localization - Cisco Unified CCX scripting fundamentals - IVR call flow design |
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