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Nortel 920-119 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: TAPI Integration | - Call control events and signaling - Agent desktop integration - Telephony Application Programming Interface (TAPI) basics |
| Topic 2: Agent Desktop & Call Handling | - Call states and workflows - Login/logout procedures - Wrap-up and after-call work |
| Topic 3: Call Distribution & Routing Logic | - Automatic Call Distribution (ACD) - Skill-based routing - Queue management |
| Topic 4: Call Center Architecture & Concepts | - Agent & supervisor roles - Nortel Symposium Call Center overview - Call routing fundamentals |
| Topic 5: System Configuration & Troubleshooting | - Integration issues - Call center configuration basics - Fault diagnosis in TAPI environments |
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