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20-30 hours’ preparation before the 920-176 exam
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Nortel 920-176 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Multimedia Channels Configuration | 25% | - Web chat and web callback setup - Unified queue management - Email management and routing |
| Topic 2: Contact Center Multimedia Overview & Architecture | 20% | - System components and services - Architecture and deployment models - Integration with Contact Center Manager |
| Topic 3: Maintenance, Troubleshooting & Security | 20% | - System monitoring and backup - Common issues and resolution - Security configuration and permissions |
| Topic 4: Installation & Initial Configuration | 25% | - Software installation and setup - Server requirements and prerequisites - Post-installation verification |
| Topic 5: Integration & Advanced Features | 10% | - Integration with Communication Control Toolkit - Reporting and performance monitoring |
