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Nortel 920-326 Exam Syllabus Topics:

SectionObjectives
Topic 1: System Configuration and Deployment- Installation and setup
  • 1. Symposium Call Center Server deployment
    • 2. Network and LAN configuration requirements
      - Administration
      • 1. Database and system maintenance
        • 2. User, agent, and skillset configuration
          Topic 2: Reporting and Management- Historical reporting
          • 1. ODBC/SQL-based reporting database
            • 2. Custom reporting tools integration
              - Real-time monitoring
              • 1. Wallboard and alerting systems
                • 2. Agent status and performance tracking
                  Topic 3: Symposium Contact Center Architecture Overview- Symposium Call Center Server Components
                  • 1. Client / supervisor desktop functions
                    • 2. Server-side architecture and call processing model
                      - Telephony Integration
                      • 1. Meridian / Succession 1000 integration
                        • 2. PBX and IP telephony connectivity
                          Topic 4: Call Routing and ACD Functionality- Skills-based routing
                          • 1. Agent skill profiling and routing logic
                            • 2. Multi-site call distribution concepts
                              - Call handling features
                              • 1. Queue management and call treatment
                                • 2. IVR and automated call handling

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