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Nortel 920-164 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Monitoring | - Real-time Monitoring Tools - Historical Reporting |
| Topic 2: Contact Center Architecture Overview | - Call Routing and ACD Concepts - Nortel Contact Center Platform Fundamentals |
| Topic 3: System Configuration | - Agent and Skill Configuration - Contact Center Manager Setup |
| Topic 4: Call Flow Management | - Queue and Priority Handling - Inbound Call Distribution |
| Topic 5: Troubleshooting and Maintenance | - System Diagnostics - Performance Optimization |
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