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Cisco 500-051 Exam
This exam validates the Candidate ability to design a Cisco unified contact center express system development, implement a Cisco unified contact center express system and operate a Cisco unified contact express system. Enterprise-level contact centers using the Cisco Unified Contact Center Enterprise (CCE) solution require highly qualified support engineers to design, implement, configure, and troubleshoot for maximum performance and minimum downtime.
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Cisco 500-051 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Maintenance, Troubleshooting and Reporting | 10% | - Reporting and analytics - Troubleshooting common issues - Backup and restore procedures - Monitoring and alarm configuration |
| UCCX Architecture and Deployment | 25% | - Licensing and capacity planning - Installation and upgrade procedures - High availability and redundancy - System components and architecture |
| Configuration and Administration | 30% | - Cisco Finesse desktop configuration - Agent and supervisor management - Queues, skills, and resource groups - Call control and dial plan integration |
| Scripting and Routing | 20% | - Cisco Editor Express usage - Variable management and logic control - Contact routing strategies - Error handling and exception management |
| Integration and Multimedia | 15% | - SSO and security integration - Integration with CUCM and other Cisco solutions - Database and web service integration - Email and chat channel configuration |
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