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| Section | Weight | Objectives |
|---|---|---|
| Troubleshooting and Support | 25% | - Call flow and connectivity troubleshooting - Log analysis and fault isolation - Diagnostic tools and utilities - Performance issue resolution |
| Configuration and Scripting | 25% | - IVR scripting with microapps - Script Editor fundamentals - Advanced routing techniques |
| Maintenance and Operations | 20% | - System monitoring and health checks - Backup and restore procedures - Software updates and patches |
| UCCE Architecture and Components | 30% | - Solution components and functions - Deployment models and design considerations - Call flow concepts and terminology |
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