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Nortel 920-166 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Multimedia Architecture | 25% | - System components and interactions - Integration with Contact Center Manager - Multimedia server infrastructure |
| Topic 2: Installation and Configuration | 25% | - Database setup and integration - Configuration of email, web chat, and fax channels - Server installation procedures |
| Topic 3: Administration and Maintenance | 25% | - User and agent management - Workflow and routing rules configuration - Backup, restore, and system updates |
| Topic 4: Troubleshooting and Support | 25% | - Log analysis and error resolution - Performance monitoring and optimization - Diagnosing multimedia channel issues |
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