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Nortel 922-061 Exam Syllabus Topics:

Section	Objectives
Contact Center Architecture	- Network integration for contact center systems - Core components and system design
Interactive Voice Response (IVR)	- IVR configuration and call handling - Menu design and customer interaction flows
Reporting and Performance Management	- Call center reporting tools and metrics - Performance analysis and optimization
Routing and Call Flow Management	- Skill-based and intelligent routing concepts - Call routing strategies and policies
System Administration and Maintenance	- User and agent management - Monitoring and troubleshooting contact center systems