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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Proactive Contact Architecture & Components | 30% | - Database and storage design - Network and communication protocols - Server and software components - System overview and functional modules |
| Topic 2: Integration & Interfaces | 15% | - Data import/export and reporting integration - Integration with Avaya Aura and contact center platforms - CTI and third-party application interfaces |
| Topic 3: Solution Design & Sizing | 25% | - High availability and redundancy design - Hardware and software sizing guidelines - Capacity planning and call volume modeling - Scalability and future expansion |
| Topic 4: Dialing Strategy & Campaign Design | 20% | - Call blending and agent resource utilization - Predictive, progressive, preview dialing modes - Campaign configuration and management - Compliance and regulatory requirements |
| Topic 5: Security & Operational Considerations | 10% | - Backup, recovery and disaster recovery planning - System security and data protection - Access control and user management |
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