Nortel 920-173 Exam : Nortel Contact Center Rls. 7.0 Technical Support

Nortel 920-173 exam
  • Exam Code: 920-173
  • Exam Name: Nortel Contact Center Rls. 7.0 Technical Support
  • Updated: Sep 07, 2026
  • Q & A: 60 Questions and Answers

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Nortel 920-173 Exam Syllabus Topics:

SectionObjectives
Topic 1: Nortel Contact Center Architecture (Rls. 7.0)- System architecture overview (CC 7.0 / CS1K integration)
  • 1. Core components of Nortel Contact Center
    • 2. Interaction with Communication Server 1000 (CS1K)
      - Call routing and ACD fundamentals
      • 1. IVR interaction basics
        • 2. Queue management and skill-based routing
          Topic 2: Call Center Applications- Reporting and analytics
          • 1. Historical reporting concepts
            • 2. Call statistics and KPIs
              - Agent desktop and supervisor tools
              • 1. Agent login/session management
                • 2. Supervisor reporting functions
                  Topic 3: Technical Support & Troubleshooting- Fault isolation and diagnostics
                  • 1. Network vs application-level issues
                    • 2. Layered troubleshooting methodology
                      - System maintenance
                      • 1. Logging and monitoring tools
                        • 2. Patch and upgrade handling
                          Topic 4: Integration & Network Considerations- Telephony integration
                          • 1. PBX connectivity (Nortel Meridian / CS1K)
                            • 2. PSTN / VoIP integration concepts
                              - Data and signaling protocols
                              • 1. Legacy telephony signaling concepts
                                • 2. Basic SIP/VoIP awareness

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