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Nortel 922-061 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: System Administration and Maintenance | - User and agent management - Monitoring and troubleshooting contact center systems |
| Topic 2: Interactive Voice Response (IVR) | - IVR configuration and call handling - Menu design and customer interaction flows |
| Topic 3: Contact Center Architecture | - Network integration for contact center systems - Core components and system design |
| Topic 4: Routing and Call Flow Management | - Skill-based and intelligent routing concepts - Call routing strategies and policies |
| Topic 5: Reporting and Performance Management | - Performance analysis and optimization - Call center reporting tools and metrics |
