Nortel NNCSS SYMPOSIUM CALL CENTER 920-106 Certified Exam Dumps

920-106 Exam Dumps

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Certification Provider:	Nortel
Exam Code / Number:	920-106
Exam Name:	NNCSS SYMPOSIUM CALL CENTER EXAM
Exam Questions:	76
Last Updated:	Jun 23, 2026
Corresponding Certification:	Nortel Other Certification

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Nortel 920-106 Exam Syllabus Topics:

Section	Objectives
Reporting and Metrics	- Call Center Analytics 1. Key performance indicators (KPIs) 2. Historical and real-time reports 3. Service level and SLA measurement
Agent and Supervisor Management	- User Management 1. Performance and activity reporting 2. Supervisor roles and monitoring 3. Agent login and configuration
Integration and Connectivity	- Network and Interfaces 1. VoIP and PSTN interconnect 2. Data network and CRM integration 3. Telephony network integration
Call Center Fundamentals	- Architecture and Components 1. Call center system components 2. Integration with telephony systems 3. Overview of Nortel Call Center architecture
Call Handling and Routing	- Inbound and Outbound Calls 1. Automatic call distribution (ACD) 2. Call queuing and routing strategies 3. Skill-based routing
System Administration	- Configuration and Maintenance 1. System setup and configuration 2. Backup and recovery procedures 3. Fault detection and troubleshooting