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