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Nortel 920-165 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration and Administration | 25% | - Reporting and database management - Routing strategies and scripts - Agent and skill set setup - Contact Center Manager configuration |
| Security and Performance | 10% | - User access control - Performance optimization |
| Contact Center Release 6.0 Architecture | 25% | - Redundancy and high availability - System components and topology - Hardware and software requirements |
| Installation and Commissioning | 20% | - Server and client software setup - Integration with Communication Server 1000 - Pre-installation planning |
| Maintenance and Troubleshooting | 20% | - Backup and restore procedures - System monitoring and alerts - Common faults and resolution |
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