Nortel 920-173 : 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: Jul 14, 2026

Q & A: 60 Questions and Answers

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Nortel 920-173 Exam Syllabus Topics:

SectionObjectives
Topic 1: Call Center Applications- Reporting and analytics
  • 1. Historical reporting concepts
    • 2. Call statistics and KPIs
      - Agent desktop and supervisor tools
      • 1. Agent login/session management
        • 2. Supervisor reporting functions
          Topic 2: 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
                  Topic 3: Technical Support & Troubleshooting- System maintenance
                  • 1. Logging and monitoring tools
                    • 2. Patch and upgrade handling
                      - Fault isolation and diagnostics
                      • 1. Layered troubleshooting methodology
                        • 2. Network vs application-level issues
                          Topic 4: Integration & Network Considerations- Telephony integration
                          • 1. PSTN / VoIP integration concepts
                            • 2. PBX connectivity (Nortel Meridian / CS1K)
                              - Data and signaling protocols
                              • 1. Basic SIP/VoIP awareness
                                • 2. Legacy telephony signaling concepts

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