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

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