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Nortel 920-165 Exam Syllabus Topics:
| Section | Objectives |
| Topic 1: Contact Routing and Applications | - Routing Design
- 1. Queue and agent management
- 2. Call flow and scripting fundamentals
- 3. Skill-based routing concepts
- 4. Multimedia contact handling
|
| Topic 2: System Integration | - Integration Technologies
- 1. Reporting and historical data collection
- 2. Security and user authentication
- 3. CRM and third-party application integration
- 4. Database integration
|
| Topic 3: Contact Center Rls.6.0 Architecture | - Solution Overview
- 1. Contact Center Rls.6.0 components
- 2. System architecture and topology
- 3. Server roles and interactions
- 4. Integration with Communication Server 1000
|
| Topic 4: Administration and Troubleshooting | - Operational Management
- 1. System monitoring and maintenance
- 2. Fault diagnosis and troubleshooting
- 3. Performance optimization
- 4. Backup and recovery considerations
|
| Topic 5: Solution Design | - Design Principles
- 1. Scalability considerations
- 2. Capacity planning
- 3. High availability and redundancy
- 4. Network and infrastructure requirements
|