NNCSS-Symposium Call Center TAPI/Agent: 920-119 Exam Premium File as PDF & Test Engine
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Last Updated: Sep 28, 2026
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Nortel 920-119 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| System Configuration & Troubleshooting | - Integration issues - Fault diagnosis in TAPI environments - Call center configuration basics |
| Call Distribution & Routing Logic | - Queue management - Skill-based routing - Automatic Call Distribution (ACD) |
| Call Center Architecture & Concepts | - Nortel Symposium Call Center overview - Call routing fundamentals - Agent & supervisor roles |
| TAPI Integration | - Call control events and signaling - Telephony Application Programming Interface (TAPI) basics - Agent desktop integration |
| Agent Desktop & Call Handling | - Login/logout procedures - Call states and workflows - Wrap-up and after-call work |
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