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