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Nortel 920-165 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Installation and Commissioning | 20% | - Server and client software setup - Integration with Communication Server 1000 - Pre-installation planning |
| Topic 2: Configuration and Administration | 25% | - Routing strategies and scripts - Agent and skill set setup - Reporting and database management - Contact Center Manager configuration |
| Topic 3: Contact Center Release 6.0 Architecture | 25% | - Hardware and software requirements - System components and topology - Redundancy and high availability |
| Topic 4: Maintenance and Troubleshooting | 20% | - Common faults and resolution - System monitoring and alerts - Backup and restore procedures |
| Topic 5: Security and Performance | 10% | - Performance optimization - User access control |
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