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Nortel 920-173 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: System Administration & Maintenance | 25% | - Database management and backup/restore - Software updates and patches - Performance monitoring and logging - User, agent, and skill group management |
| Topic 2: Troubleshooting & Fault Resolution | 20% | - Server and service failures - Error codes and diagnostic tools - Network and connectivity problems - Common call processing issues |
| Topic 3: Features & Call Flows | 10% | - Agent states and reporting - Basic scripting overview - Call routing and queuing logic |
| Topic 4: Installation & Initial Configuration | 20% | - Server installation procedures - Integration with Communication Server 1000 - License activation and validation - Basic system setup and configuration |
| Topic 5: Contact Center 7.0 Architecture & Components | 25% | - Network and telephony integration - Hardware and software requirements - Contact Center Manager (CCM) components - Symposium Call Center Server (SCCS) structure |
