Nortel 920-106 Valid Dumps - NNCSS SYMPOSIUM CALL CENTER EXAM

Updated: Sep 11, 2026
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Nortel 920-106 Exam Syllabus Topics:

SectionObjectives
Topic 1: Integration and Connectivity- Network and Interfaces
  • 1. Data network and CRM integration
  • 2. VoIP and PSTN interconnect
  • 3. Telephony network integration
Topic 2: Reporting and Metrics- Call Center Analytics
  • 1. Service level and SLA measurement
  • 2. Key performance indicators (KPIs)
  • 3. Historical and real-time reports
Topic 3: Agent and Supervisor Management- User Management
  • 1. Performance and activity reporting
  • 2. Supervisor roles and monitoring
  • 3. Agent login and configuration
Topic 4: Call Handling and Routing- Inbound and Outbound Calls
  • 1. Automatic call distribution (ACD)
  • 2. Call queuing and routing strategies
  • 3. Skill-based routing
Topic 5: Call Center Fundamentals- Architecture and Components
  • 1. Call center system components
  • 2. Overview of Nortel Call Center architecture
  • 3. Integration with telephony systems
Topic 6: System Administration- Configuration and Maintenance
  • 1. System setup and configuration
  • 2. Fault detection and troubleshooting
  • 3. Backup and recovery procedures

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