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