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920-119 Q&A - in .pdf
- Exam Code: 920-119
- Exam Name: NNCSS-Symposium Call Center TAPI/Agent
- Updated: Jul 29, 2026
- Q & A: 75 Questions and Answers
- Convenient, easy to study.
Printable Nortel 920-119 PDF Format. It is an electronic file format regardless of the operating system platform.
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- Exam Code: 920-119
- Exam Name: NNCSS-Symposium Call Center TAPI/Agent
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- Updated: Jul 29, 2026
- Q & A: 75 Questions and Answers
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920-119 Q&A - Testing Engine
- Exam Code: 920-119
- Exam Name: NNCSS-Symposium Call Center TAPI/Agent
- Updated: Jul 29, 2026
- Q & A: 75 Questions and Answers
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Nortel 920-119 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Call Center Architecture & Concepts | - Nortel Symposium Call Center overview - Call routing fundamentals - Agent & supervisor roles |
| Topic 2: Call Distribution & Routing Logic | - Queue management - Skill-based routing - Automatic Call Distribution (ACD) |
| Topic 3: Agent Desktop & Call Handling | - Login/logout procedures - Call states and workflows - Wrap-up and after-call work |
| Topic 4: System Configuration & Troubleshooting | - Integration issues - Call center configuration basics - Fault diagnosis in TAPI environments |
| Topic 5: TAPI Integration | - Call control events and signaling - Agent desktop integration - Telephony Application Programming Interface (TAPI) basics |
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