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Nortel 922-060 Exam Syllabus Topics:

SectionObjectives
Maintenance and Troubleshooting- System maintenance
  • 1. Backup and restore
  • 2. Log analysis and fault diagnosis
Configuration Management- Administration configuration
  • 1. Business hours and system parameters
  • 2. User and role administration
System Administration- Contact Center Manager architecture
  • 1. Database and service management
  • 2. Server components and roles
Reporting and Monitoring- Performance management
  • 1. Real-time monitoring
  • 2. Historical reporting and statistics
Queue and Routing Administration- Contact routing
  • 1. Queue configuration
  • 2. Routing rules and priorities
Agent and Skillset Administration- Agent management
  • 1. Agent creation and maintenance
  • 2. Skillset assignment and management

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