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| Section | Objectives |
|---|---|
| Topic 1: System Administration and Maintenance | - User provisioning and directory management - Basic troubleshooting and fault isolation - System backup, restore, and upgrades |
| Topic 2: Messaging and Unified Communications | - Mailbox configuration and administration - Voice messaging system integration - Unified messaging features and services |
| Topic 3: Contact Center Configuration and Management | - ACD (Automatic Call Distribution) configuration - Call queue handling and reporting basics - Skill-based routing and agent management |
| Topic 4: Networking and Integration | - Interoperability with external systems - IP telephony integration concepts - Trunk configuration and connectivity |
| Topic 5: Communication Server 1000 Architecture and Fundamentals | - Call processing and signaling fundamentals - CS 1000 system components and architecture overview - Release 5.0 platform features overview |
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