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Nortel 920-118 Exam Syllabus Topics:

SectionObjectives
Topic 1: TAPVAgent Installation- System installation requirements
  • 1. Deployment procedures and configuration steps
    • 2. Hardware and software prerequisites
      Topic 2: Maintenance and Troubleshooting- Operational maintenance tasks
      • 1. Diagnosing call routing issues
        • 2. Log analysis and error resolution
          • 3. Monitoring system performance
            Topic 3: Configuration and Integration- Symposium Call Center integration
            • 1. Switch and telephony integration
              • 2. Agent skill and queue configuration
                Topic 4: Call Center Architecture Overview- Nortel Symposium Call Center components and structure
                • 1. TAPVAgent role in call distribution
                  • 2. Call routing and ACD fundamentals
                    Topic 5: Call Center Operations Management- Agent and queue management
                    • 1. Workforce and skill assignment
                      • 2. Service level optimization

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