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