Instant Download Nortel : 920-119 Questions & Answers as PDF & Test Engine
Updated: Aug 29, 2026
No. of Questions: 75 Questions & Answers with Testing Engine
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Nortel 920-119 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Agent Desktop & Call Handling | - Call states and workflows - Login/logout procedures - Wrap-up and after-call work |
| Topic 2: System Configuration & Troubleshooting | - Call center configuration basics - Integration issues - Fault diagnosis in TAPI environments |
| Topic 3: Call Distribution & Routing Logic | - Skill-based routing - Automatic Call Distribution (ACD) - Queue management |
| Topic 4: Call Center Architecture & Concepts | - Call routing fundamentals - Nortel Symposium Call Center overview - Agent & supervisor roles |
| Topic 5: TAPI Integration | - Call control events and signaling - Telephony Application Programming Interface (TAPI) basics - Agent desktop integration |
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