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