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Nortel 920-106 Exam Syllabus Topics:

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

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