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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 | - Contact Center Manager Setup - Agent and Skill Configuration |
| Topic 3: Reporting and Monitoring | - Real-time Monitoring Tools - Historical Reporting |
| Topic 4: Troubleshooting and Maintenance | - System Diagnostics - Performance Optimization |
| Topic 5: Contact Center Architecture Overview | - Nortel Contact Center Platform Fundamentals - Call Routing and ACD Concepts |
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