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Nortel 922-062 Exam Syllabus Topics:

Section	Objectives
Troubleshooting and Optimization	- Script debugging 1. Error handling in scripts 2. Log analysis and diagnostics - Performance optimization 1. Reducing system latency in routing decisions 2. Call flow efficiency improvements
Contact Center Routing and Interaction Handling	- Interaction handling 1. Customer input handling and branching logic 2. IVR interaction flows - Call routing logic 1. Queue management strategies 2. Skill-based routing concepts
Contact Center System Integration	- Application integration 1. Database and CRM integration basics 2. External service interaction within scripts - Telephony integration 1. PBX integration concepts 2. Call control events handling
Contact Center SCE Scripting Fundamentals	- Scripting tools and interfaces 1. SCE scripting environment overview 2. Script editing and deployment processes - Scripting architecture and components 1. Script flow design principles 2. Call flow logic in contact center environments