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Nortel 920-165 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Security and Performance | 10% | - User access control - Performance optimization |
| Topic 2: Contact Center Release 6.0 Architecture | 25% | - Hardware and software requirements - Redundancy and high availability - System components and topology |
| Topic 3: Configuration and Administration | 25% | - Agent and skill set setup - Reporting and database management - Contact Center Manager configuration - Routing strategies and scripts |
| Topic 4: Maintenance and Troubleshooting | 20% | - Common faults and resolution - System monitoring and alerts - Backup and restore procedures |
| Topic 5: Installation and Commissioning | 20% | - Pre-installation planning - Integration with Communication Server 1000 - Server and client software setup |
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