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| Section | Weight | Objectives |
|---|---|---|
| Maintenance, Troubleshooting & Security | 20% | - System monitoring and backup - Common issues and resolution - Security configuration and permissions |
| Multimedia Channels Configuration | 25% | - Web chat and web callback setup - Unified queue management - Email management and routing |
| Integration & Advanced Features | 10% | - Integration with Communication Control Toolkit - Reporting and performance monitoring |
| Installation & Initial Configuration | 25% | - Server requirements and prerequisites - Software installation and setup - Post-installation verification |
| Contact Center Multimedia Overview & Architecture | 20% | - System components and services - Integration with Contact Center Manager - Architecture and deployment models |
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