Nortel Contact Center Rls. 7.0 Administration & Scripting 920-177 Certified Exam Dumps

920-177 Exam Dumps

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Certification Provider: Nortel
Exam Code / Number: 920-177
Exam Name: Nortel Contact Center Rls. 7.0 Administration & Scripting
Exam Questions: 100
Corresponding Certification: Nortel Other Certification

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Nortel 920-177 Exam Syllabus Topics:

SectionObjectives
Topic 1: Troubleshooting and Maintenance- System troubleshooting
  • 1. Logging and error analysis
    • 2. Call flow diagnostics
      Topic 2: Administration of Nortel Contact Center- System configuration and management
      • 1. Call routing configuration
        • 2. User and agent configuration
          • 3. Skillset and queue administration
            Topic 3: Scripting for Contact Center- Advanced scripting
            • 1. Integration with external systems
              • 2. Conditional routing logic
                - Scripting fundamentals
                • 1. Routing strategies using scripts
                  • 2. Event handling in scripts
                    • 3. Call flow scripting logic
                      Topic 4: Reporting and Monitoring- Operational reporting
                      • 1. Real-time monitoring tools
                        • 2. Contact center performance metrics
                          Topic 5: Nortel Contact Center Rls. 7.0 Architecture Overview- Contact Center components and system architecture
                          • 1. Integration with Communication Server 1000
                            • 2. System architecture concepts


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