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The exam is closed book and no outside reference materials are allowed. The following topics are general guidelines for the content that is likely to be included on the practical exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the following guidelines may change at any time without notice.

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14%     1.0   Describe the Fault Tolerant Characteristics
            of the Cisco Unified Contact Center Enterprise
            Solution including Cisco Unified Customer
            Voice Portal, Cisco Unified Intelligence
            Center, and Cisco Finesse

Details

21%     2.0   Describe the Installation Process for ICM
            Components of the Cisco Unified Contact Center
            Enterprise Solution including Cisco Unified
            CVP, Cisco Unified IC, and Cisco Finesse

Details

18%     3.0   Describe the Call Flow Scripting Process
            in Cisco Unified ICM and Cisco Unified CVP
            for the Cisco Unified Contact Center
            Enterprise Solution

Details

16%     4.0   Understanding Cisco Unified CCE Tools
            Including Cisco Unified ICM, Cisco Unified CVP,
            Cisco Unified IC, and Cisco Finesse Tools

Details

11%     5.0   Identify Cisco Unified ICM, Cisco Unified
            CVP, and Cisco Finesse

Details

  7%     6.0   Understanding Cisco Unified CCE Agent
            Supervision Issues and Considerations

Details

13%     7.0   Understanding Cisco Unified CCE
            Solution Call Flow Issues and Considerations

Details