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Last Updated: Aug 06, 2026
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Nortel 920-106 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Call Center Fundamentals | - Architecture and Components
|
| Topic 2: Reporting and Metrics | - Call Center Analytics
|
| Topic 3: Agent and Supervisor Management | - User Management
|
| Topic 4: Call Handling and Routing | - Inbound and Outbound Calls
|
| Topic 5: System Administration | - Configuration and Maintenance
|
| Topic 6: Integration and Connectivity | - Network and Interfaces
|
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