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Nortel 920-166 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Installation and Configuration | 25% | - Database setup and integration - Server installation procedures - Configuration of email, web chat, and fax channels |
| Topic 2: Administration and Maintenance | 25% | - User and agent management - Workflow and routing rules configuration - Backup, restore, and system updates |
| Topic 3: Troubleshooting and Support | 25% | - Diagnosing multimedia channel issues - Performance monitoring and optimization - Log analysis and error resolution |
| Topic 4: Contact Center Multimedia Architecture | 25% | - Integration with Contact Center Manager - Multimedia server infrastructure - System components and interactions |
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