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| Section | Objectives |
|---|---|
| Topic 1: Call Flow Management | - Inbound Call Distribution - Queue and Priority Handling |
| Topic 2: Troubleshooting and Maintenance | - System Diagnostics - Performance Optimization |
| Topic 3: System Configuration | - Contact Center Manager Setup - Agent and Skill Configuration |
| Topic 4: Reporting and Monitoring | - Historical Reporting - Real-time Monitoring Tools |
| Topic 5: Contact Center Architecture Overview | - Nortel Contact Center Platform Fundamentals - Call Routing and ACD Concepts |
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