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Nortel Contact Center Rls. 7.0 Technical Support - 920-173 real prep

920-173
  • Exam Code: 920-173
  • Exam Name: Nortel Contact Center Rls. 7.0 Technical Support
  • Updated: Aug 12, 2026
  • Q & A: 60 Questions and Answers

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

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Nortel 920-173 Exam Syllabus Topics:

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

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