920-173 Exam Dumps
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| Certification Provider: | Nortel |
|---|---|
| Exam Code / Number: | 920-173 |
| Exam Name: | Nortel Contact Center Rls. 7.0 Technical Support |
| Exam Questions: | 60 |
| Corresponding Certification: | NCSS |
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Nortel 920-173 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: System Administration & Maintenance | 25% | - Performance monitoring and logging - Database management and backup/restore - User, agent, and skill group management - Software updates and patches |
| Topic 2: Contact Center 7.0 Architecture & Components | 25% | - Symposium Call Center Server (SCCS) structure - Network and telephony integration - Contact Center Manager (CCM) components - Hardware and software requirements |
| Topic 3: Features & Call Flows | 10% | - Agent states and reporting - Basic scripting overview - Call routing and queuing logic |
| Topic 4: Installation & Initial Configuration | 20% | - License activation and validation - Basic system setup and configuration - Server installation procedures - Integration with Communication Server 1000 |
| Topic 5: Troubleshooting & Fault Resolution | 20% | - Server and service failures - Common call processing issues - Error codes and diagnostic tools - Network and connectivity problems |