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Nortel 920-164 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Call Flow Management | - Inbound Call Distribution - Queue and Priority Handling |
| Topic 2: System Configuration | - Agent and Skill Configuration - Contact Center Manager Setup |
| Topic 3: Contact Center Architecture Overview | - Call Routing and ACD Concepts - Nortel Contact Center Platform Fundamentals |
| Topic 4: Troubleshooting and Maintenance | - Performance Optimization - System Diagnostics |
| Topic 5: Reporting and Monitoring | - Historical Reporting - Real-time Monitoring Tools |
