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