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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Features & Call Flows | 10% | - Call routing and queuing logic - Agent states and reporting - Basic scripting overview |
| Topic 2: System Administration & Maintenance | 25% | - User, agent, and skill group management - Performance monitoring and logging - Software updates and patches - Database management and backup/restore |
| Topic 3: Contact Center 7.0 Architecture & Components | 25% | - Contact Center Manager (CCM) components - Symposium Call Center Server (SCCS) structure - Hardware and software requirements - Network and telephony integration |
| Topic 4: Troubleshooting & Fault Resolution | 20% | - Common call processing issues - Network and connectivity problems - Server and service failures - Error codes and diagnostic tools |
| Topic 5: Installation & Initial Configuration | 20% | - Server installation procedures - Integration with Communication Server 1000 - Basic system setup and configuration - License activation and validation |
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