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Nortel 920-146 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Call Routing and ACD Management | - Automatic Call Distribution (ACD) principles - Routing strategies and queue management |
| System Administration and Maintenance | - Monitoring and performance tuning - User and agent management |
| Troubleshooting and Fault Management | - Common system issues and diagnostics - Log analysis and recovery procedures |
| Symposium Call Center Server Architecture | - Deployment models and integration points - System components and architecture overview |
| Installation and Configuration | - Configuration of call center applications - Server installation and initial setup |
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