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When you complete this course, you will be able to demonstrate the overall skills tested on the Cisco 500-450 exam, including:
- Effective use of the system tools to troubleshoot and track a call within a call flow
- Advanced proficiency with the change, add, move of the ACD/PBX environment of UCCE
- Proficiency with a move, add, change of the IVR environment of UCCE counting MicroApp and VXML solution scripting.
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Cisco 500-450 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: UCCE Administration and Tools | 16% | - ICM configuration utilities - CUIC reporting tools - CVP management tools - Finesse administration interface |
| Topic 2: Integration and Troubleshooting | 27% | - Common deployment issues and resolution - Integration with CUCM and other Cisco platforms - Outbound dialer troubleshooting - Performance monitoring and logging |
| Topic 3: Fault Tolerance and High Availability | 14% | - Component synchronization and upgrades - Impact of network failures on UCCE - Fault-tolerant integration of CVP and CUIC - ICM heartbeat and redundancy mechanisms |
| Topic 4: Call Routing and Scripting | 22% | - MicroApp and DTMF processing - Skill-based routing logic - Database lookup integration - ICM script editor fundamentals - Post-call survey configuration |
| Topic 5: Installation and Configuration of UCCE Components | 21% | - Cisco Unified CVP configuration - Cisco Unified Intelligence Center deployment - Voice gateway and SIP dialer setup - Cisco Finesse installation and configuration - ICM/CCE installation process - Agent teams and configuration limits |
