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Cisco 642-243 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ICM Scripting and Configuration | - Routing script design
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| Topic 2: Cisco CVP and Voice Response Integration | - CVP call flow handling
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| Topic 3: Call Routing and Dial Plan | - Routing logic in UCCE
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| Topic 4: Cisco Unified Contact Center Enterprise Architecture | - UCCE components and system architecture
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| Topic 5: Troubleshooting and Maintenance | - System diagnostics
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| Topic 6: Cisco Finesse and Agent Desktop | - Agent desktop operations
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