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Nortel 920-163 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Administration & Operation | 25% | - Call routing and skill group configuration - User and agent management - System backup and restore procedures - Real-time monitoring and reporting |
| System Architecture & Overview | 20% | - Contact Center Manager Rls.6.0 components - Server and client architecture - Integration with CS1000 and Meridian systems |
| Upgrades & Licensing | 10% | - License management and validation - Compatibility checks - Version upgrades and patches |
| Installation & Configuration | 25% | - Server installation and setup - Database configuration - Client software deployment - Network and security settings |
| Maintenance & Troubleshooting | 20% | - Service and process recovery - Log analysis and error diagnosis - Performance tuning and optimization - Common hardware and software issues |
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