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Nortel 920-447 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Call Routing and Queue Management | - Load balancing and overflow strategies - Skill-based routing
|
| Contact Center Architecture Fundamentals | - Nortel Contact Center Components Overview
|
| Contact Center Configuration | - System setup and provisioning
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| Reporting and Performance Monitoring | - Historical reporting - Real-time monitoring
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| Troubleshooting and Maintenance | - Common contact center issues
|
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