Nortel 920-119 Q&A - in .pdf
- Exam Code: 920-119
- Exam Name: NNCSS-Symposium Call Center TAPI/Agent
- Updated: Aug 05, 2026
- Q & A: 75 Questions and Answers
- PDF Price: $49.99
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Nortel 920-119 Q&A - Testing Engine
- Exam Code: 920-119
- Exam Name: NNCSS-Symposium Call Center TAPI/Agent
- Updated: Aug 05, 2026
- Q & A: 75 Questions and Answers
- Install on multiple computers for self-paced, at-your-convenience training.
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Nortel 920-119 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Agent Desktop & Call Handling | - Call states and workflows - Login/logout procedures - Wrap-up and after-call work |
| Topic 2: Call Center Architecture & Concepts | - Agent & supervisor roles - Call routing fundamentals - Nortel Symposium Call Center overview |
| Topic 3: Call Distribution & Routing Logic | - Queue management - Automatic Call Distribution (ACD) - Skill-based routing |
| Topic 4: TAPI Integration | - Call control events and signaling - Telephony Application Programming Interface (TAPI) basics - Agent desktop integration |
| Topic 5: System Configuration & Troubleshooting | - Call center configuration basics - Fault diagnosis in TAPI environments - Integration issues |
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