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Nortel 920-173 Exam Syllabus Topics:

SectionObjectives
Topic 1: Nortel Contact Center Architecture (Rls. 7.0)- System architecture overview (CC 7.0 / CS1K integration)
  • 1. Core components of Nortel Contact Center
    • 2. Interaction with Communication Server 1000 (CS1K)
      - Call routing and ACD fundamentals
      • 1. IVR interaction basics
        • 2. Queue management and skill-based routing
          Topic 2: Integration & Network Considerations- Telephony integration
          • 1. PBX connectivity (Nortel Meridian / CS1K)
            • 2. PSTN / VoIP integration concepts
              - Data and signaling protocols
              • 1. Basic SIP/VoIP awareness
                • 2. Legacy telephony signaling concepts
                  Topic 3: Technical Support & Troubleshooting- Fault isolation and diagnostics
                  • 1. Layered troubleshooting methodology
                    • 2. Network vs application-level issues
                      - System maintenance
                      • 1. Logging and monitoring tools
                        • 2. Patch and upgrade handling
                          Topic 4: Call Center Applications- Agent desktop and supervisor tools
                          • 1. Agent login/session management
                            • 2. Supervisor reporting functions
                              - Reporting and analytics
                              • 1. Historical reporting concepts
                                • 2. Call statistics and KPIs

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