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Nortel Contact Center Rls. 7.0 Technical Support - 920-173 dump torrent

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920-173 Guide Torrent
  • Exam Code: 920-173
  • Exam Name: Nortel Contact Center Rls. 7.0 Technical Support

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Nortel 920-173 Exam Syllabus Topics:

SectionObjectives
Topic 1: Call Center Applications- Reporting and analytics
  • 1. Historical reporting concepts
    • 2. Call statistics and KPIs
      - Agent desktop and supervisor tools
      • 1. Agent login/session management
        • 2. Supervisor reporting functions
          Topic 2: Integration & Network Considerations- Data and signaling protocols
          • 1. Basic SIP/VoIP awareness
            • 2. Legacy telephony signaling concepts
              - Telephony integration
              • 1. PSTN / VoIP integration concepts
                • 2. PBX connectivity (Nortel Meridian / CS1K)
                  Topic 3: Nortel Contact Center Architecture (Rls. 7.0)- System architecture overview (CC 7.0 / CS1K integration)
                  • 1. Core components of Nortel Contact Center
                    • 2. Interaction with Communication Server 1000 (CS1K)
                      - Call routing and ACD fundamentals
                      • 1. IVR interaction basics
                        • 2. Queue management and skill-based routing
                          Topic 4: Technical Support & Troubleshooting- System maintenance
                          • 1. Logging and monitoring tools
                            • 2. Patch and upgrade handling
                              - Fault isolation and diagnostics
                              • 1. Layered troubleshooting methodology
                                • 2. Network vs application-level issues

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