The HCNA-CC exam covers eSpace CC system overview and solution, operation interface of administrator and user, solution installation and deployment, gateway service commissioning, agent service commissioning, IVR service commissioning, monitoring and inspection service commissioning, report service commissioning, routine operations and system maintenance.
1). eSpace CC Solution Introduction, including eSpace CC solution product and typical networks of eSpace CC.
2). eSpace Contact Center Solution Networking Principles, including interfaces and protocols of eSpace CC, functions of components in eSpace CC.
3). eSpace CC Administrator and User Configuration Pages, including U2980 LMT management page, WAS, agent ,CMS, BIR management and operation page.
4). eSpace CC Solution Installation and Deployment, including the planning and design principles of the eSpace CC system, the software installation methods for the eSpace CC system.
5). eSpace CC Gateway Service Commissioning, including the networking, hardware system, basic concepts and basic connection configuration of the U2980.
6). eSpace CC Agent Service Commissioning, including basic principles and agent service configuration.
7). eSpace CC Call Allocation and Routing Policies for the Agent Service, including basic concepts, scenarios, call allocation policies and policy configuration about routing in a contact center.
8). eSpace CC Voice IVR Service Commissioning, including basic principles and IVR service configuration.
9). eSpace CC Report Service Commissioning, including basic principles, the networking scheme, component relationships, service process and BIR service configuration.
10).eSpace CC Monitoring and Inspection Service Commissioning, including basic principles, the networking scheme, component relationships, service process and CMS service configuration.
11). eSpace CC Routine Operations, including configuration administrator, operation administrator, service manager, inspector and agent routine operations.
12. eSpace CC System Maintenance, including methods for collecting logs, sequence for powering, backup scenarios and policies, and methods for changing passwords for users in the eSpace CC system.
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