Nortel Other Certification 920-106 Braindumps

Exam Code: 920-106

Exam Name: NNCSS SYMPOSIUM CALL CENTER EXAM

Updated: Sep 04, 2026

Q & A: 76 Questions and Answers

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Nortel 920-106 Exam Syllabus Topics:

Section	Objectives
Integration and Connectivity	- Network and Interfaces 1. Data network and CRM integration 2. Telephony network integration 3. VoIP and PSTN interconnect
System Administration	- Configuration and Maintenance 1. Fault detection and troubleshooting 2. System setup and configuration 3. Backup and recovery procedures
Reporting and Metrics	- Call Center Analytics 1. Key performance indicators (KPIs) 2. Service level and SLA measurement 3. Historical and real-time reports
Call Center Fundamentals	- Architecture and Components 1. Overview of Nortel Call Center architecture 2. Call center system components 3. Integration with telephony systems
Call Handling and Routing	- Inbound and Outbound Calls 1. Call queuing and routing strategies 2. Automatic call distribution (ACD) 3. Skill-based routing
Agent and Supervisor Management	- User Management 1. Agent login and configuration 2. Performance and activity reporting 3. Supervisor roles and monitoring

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