Nortel Contact Center Multimedia Rls. 7.0 Implementation : 920-176

  • Exam Code: 920-176
  • Exam Name: Contact Center Multimedia Rls. 7.0 Implementation
  • Updated: Aug 18, 2026     Q & A: 100 Questions and Answers

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Nortel 920-176 Exam Syllabus Topics:

SectionObjectives
Reporting and Administration- System reporting and analytics
  • 1. Standard report generation
    • 2. Performance and queue monitoring
      Contact Center Multimedia Architecture- System components and deployment models
      • 1. Multimedia contact center core architecture
        • 2. Integration with telephony and IP infrastructure
          Troubleshooting and Maintenance- System diagnostics and issue resolution
          • 1. Logging and error analysis
            • 2. Common deployment issues
              Installation and Configuration- Platform setup and initialization
              • 1. Basic system configuration parameters
                • 2. Server and software installation steps
                  Routing and Contact Handling- Multimedia routing strategies
                  • 1. Email, chat, and voice routing logic
                    • 2. Skill-based routing configuration
                      Agent and Supervisor Functionality- Agent desktop and interaction handling
                      • 1. Agent workflows and states
                        • 2. Supervisor monitoring and control tools

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