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Nortel 920-106 Exam Syllabus Topics:

Section	Objectives
System Administration	- Configuration and Maintenance 1. Fault detection and troubleshooting 2. System setup and configuration 3. Backup and recovery procedures
Reporting and Metrics	- Call Center Analytics 1. Historical and real-time reports 2. Service level and SLA measurement 3. Key performance indicators (KPIs)
Agent and Supervisor Management	- User Management 1. Performance and activity reporting 2. Supervisor roles and monitoring 3. Agent login and configuration
Call Center Fundamentals	- Architecture and Components 1. Overview of Nortel Call Center architecture 2. Integration with telephony systems 3. Call center system components
Integration and Connectivity	- Network and Interfaces 1. Data network and CRM integration 2. Telephony network integration 3. VoIP and PSTN interconnect
Call Handling and Routing	- Inbound and Outbound Calls 1. Skill-based routing 2. Call queuing and routing strategies 3. Automatic call distribution (ACD)