Exam Code: 920-163
Exam Name: NCSS-Contact Center Manager RIs.6.0 Technical Support
Certification Provider: Nortel
Corresponding Certification: NCSS

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Updated: Aug 08, 2026

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Nortel 920-163 Exam Overview:

Certification Vendor:	Nortel Networks
Exam Name:	Contact Center Manager Rls.6.0 Technical Support
Exam Number:	920-163
Exam Duration:	90 minutes
Passing Score:	70% / 700 (scale 1000)
Available Languages:	English
Exam Price:	USD 125-150
Related Certifications:	NNCSS NCSS Contact Center Track
Real Exam Qty:	63-75
Certificate Validity Period:	Retired since November 30, 2010
Exam Format:	Multiple Choice, Scenario-Based, Simulation
Recommended Training:	Nortel Official Training (Legacy)
Exam Registration:	Nortel Certification Program (Archived)
Sample Questions:	Nortel 920-163 Sample Questions
Exam Way:	Proctored onsite at authorized test centers (formerly Prometric/VUE), now retired
Pre Condition:	Basic knowledge of Nortel CS1000, Meridian systems, and IP telephony; recommended experience with contact center environments
Official Syllabus URL:	https://grokipedia.com/page/nortel_certifications

Nortel 920-163 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Administration & Operation	25%	- Real-time monitoring and reporting - System backup and restore procedures - Call routing and skill group configuration - User and agent management
Topic 2: Installation & Configuration	25%	- Database configuration - Client software deployment - Server installation and setup - Network and security settings
Topic 3: System Architecture & Overview	20%	- Server and client architecture - Contact Center Manager Rls.6.0 components - Integration with CS1000 and Meridian systems
Topic 4: Maintenance & Troubleshooting	20%	- Common hardware and software issues - Service and process recovery - Performance tuning and optimization - Log analysis and error diagnosis
Topic 5: Upgrades & Licensing	10%	- License management and validation - Compatibility checks - Version upgrades and patches

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