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Nortel 920-447 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Performance Monitoring | - Historical reporting - Real-time monitoring
|
| Topic 2: Troubleshooting and Maintenance | - Common contact center issues
|
| Topic 3: Call Routing and Queue Management | - Load balancing and overflow strategies - Skill-based routing
|
| Topic 4: Contact Center Architecture Fundamentals | - Nortel Contact Center Components Overview
|
| Topic 5: Contact Center Configuration | - System setup and provisioning
|
