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

920-173 real exams

Exam Code: 920-173

Exam Name: Nortel Contact Center Rls. 7.0 Technical Support

Updated: Aug 07, 2026

Q & A: 60 Questions and Answers

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About Nortel 920-173 Exam Questions

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Nortel 920-173 Exam Syllabus Topics:

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

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