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Nortel 920-165 Exam Syllabus Topics:

SectionObjectives
Topic 1: Contact Center Fundamentals (RIS 6.0)- Service and feature configuration
  • 1. Agent and skill management
    • 2. Queue and ACD configuration concepts
      - Architecture and system components
      • 1. Call routing and distribution mechanisms
        • 2. Contact center platform overview
          Topic 2: Operational Management- Troubleshooting basics
          • 1. Call flow diagnostics
            • 2. System issue identification
              - Monitoring and reporting
              • 1. Performance metrics and KPIs
                • 2. Reporting tools and interpretation
                  Topic 3: System Administration- Configuration maintenance
                  • 1. Backup and maintenance concepts
                    • 2. System parameter configuration
                      - User and access management
                      • 1. User provisioning
                        • 2. Role-based access control

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