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