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Nortel 920-326 Exam Syllabus Topics:

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

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