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Cisco 642-243 Exam Syllabus Topics:

SectionObjectives
Topic 1: ICM Scripting and Configuration- Routing script design
  • 1. Call variable handling
    • 2. Nodes and objects in Script Editor
      Topic 2: Troubleshooting and Maintenance- System diagnostics
      • 1. Log analysis
        • 2. Common call flow failures
          Topic 3: Cisco Finesse and Agent Desktop- Agent desktop operations
          • 1. Agent state management
            • 2. Finesse gadget configuration
              Topic 4: Cisco Unified Contact Center Enterprise Architecture- UCCE components and system architecture
              • 1. Call routing architecture overview
                • 2. ICM / AW / Logger roles
                  Topic 5: Call Routing and Dial Plan- Routing logic in UCCE
                  • 1. Dialed Number Mapping
                    • 2. Routing scripts fundamentals
                      Topic 6: Cisco CVP and Voice Response Integration- CVP call flow handling
                      • 1. VRU integration
                        • 2. SIP/H.323 gateway interactions

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