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Nortel 920-146 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Symposium Call Center Server Architecture | - System components and architecture overview - Deployment models and integration points |
| Topic 2: System Administration and Maintenance | - User and agent management - Monitoring and performance tuning |
| Topic 3: Installation and Configuration | - Configuration of call center applications - Server installation and initial setup |
| Topic 4: Call Routing and ACD Management | - Routing strategies and queue management - Automatic Call Distribution (ACD) principles |
| Topic 5: Troubleshooting and Fault Management | - Log analysis and recovery procedures - Common system issues and diagnostics |
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