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Nortel 920-173 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Features & Call Flows | 10% | - Basic scripting overview - Agent states and reporting - Call routing and queuing logic |
| System Administration & Maintenance | 25% | - Software updates and patches - User, agent, and skill group management - Performance monitoring and logging - Database management and backup/restore |
| Contact Center 7.0 Architecture & Components | 25% | - Contact Center Manager (CCM) components - Symposium Call Center Server (SCCS) structure - Hardware and software requirements - Network and telephony integration |
| Troubleshooting & Fault Resolution | 20% | - Error codes and diagnostic tools - Network and connectivity problems - Server and service failures - Common call processing issues |
| Installation & Initial Configuration | 20% | - Integration with Communication Server 1000 - License activation and validation - Basic system setup and configuration - Server installation procedures |
