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Nortel 920-166 Exam Syllabus Topics:

SectionObjectives
Topic 1: Troubleshooting and Optimization- Optimization techniques
  • 1. System tuning
    • 2. Load balancing strategies
      - Common issues
      • 1. Routing failures and misconfigurations
        • 2. Performance bottlenecks
          Topic 2: Multimedia Contact Handling- Interaction types
          • 1. Chat session management
            • 2. Voice and blended interactions
              • 3. Email routing and handling
                Topic 3: Installation and Configuration- Deployment setup
                • 1. Core system installation steps
                  • 2. Prerequisites and environment setup
                    - Configuration management
                    • 1. Skill-based routing configuration
                      • 2. Agent configuration
                        Topic 4: Contact Center Multimedia Architecture- System components overview
                        • 1. Server and client components
                          • 2. Multimedia routing architecture
                            Topic 5: Administration and Maintenance- Maintenance tasks
                            • 1. Backup and restore procedures
                              • 2. Software updates and patches
                                - System administration
                                • 1. User and role management
                                  • 2. System monitoring and logs

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