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Nortel 920-173 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Troubleshooting & Fault Resolution | 20% | - Error codes and diagnostic tools - Common call processing issues - Network and connectivity problems - Server and service failures |
| System Administration & Maintenance | 25% | - Database management and backup/restore - User, agent, and skill group management - Software updates and patches - Performance monitoring and logging |
| Installation & Initial Configuration | 20% | - License activation and validation - Basic system setup and configuration - Integration with Communication Server 1000 - Server installation procedures |
| Features & Call Flows | 10% | - Agent states and reporting - Call routing and queuing logic - Basic scripting overview |
| Contact Center 7.0 Architecture & Components | 25% | - Network and telephony integration - Hardware and software requirements - Contact Center Manager (CCM) components - Symposium Call Center Server (SCCS) structure |
