Nortel 920-106 real exam prep : NNCSS SYMPOSIUM CALL CENTER EXAM

  • Exam Code: 920-106
  • Exam Name: NNCSS SYMPOSIUM CALL CENTER EXAM
  • Updated: Jul 21, 2026
  • Q&As: 76 Questions and Answers

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Nortel 920-106 Exam Syllabus Topics:

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

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