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Nortel NCSS 920-166

920-166

Exam Code: 920-166

Exam Name: NCSS-Contact Center Multimedia Ris.6.0

Updated Time: Jul 22, 2026

Q & A: 62 Questions and Answers

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Nortel 920-166 Exam Syllabus Topics:

SectionObjectives
Contact Center Multimedia Architecture- System components overview
  • 1. Multimedia routing architecture
    • 2. Server and client components
      Multimedia Contact Handling- Interaction types
      • 1. Voice and blended interactions
        • 2. Email routing and handling
          • 3. Chat session management
            Administration and Maintenance- System administration
            • 1. System monitoring and logs
              • 2. User and role management
                - Maintenance tasks
                • 1. Software updates and patches
                  • 2. Backup and restore procedures
                    Installation and Configuration- Configuration management
                    • 1. Skill-based routing configuration
                      • 2. Agent configuration
                        - Deployment setup
                        • 1. Core system installation steps
                          • 2. Prerequisites and environment setup
                            Troubleshooting and Optimization- Common issues
                            • 1. Performance bottlenecks
                              • 2. Routing failures and misconfigurations
                                - Optimization techniques
                                • 1. Load balancing strategies
                                  • 2. System tuning

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