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