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Last Updated: Oct 03, 2026

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Nortel 920-173 Exam Syllabus Topics:

SectionWeightObjectives
System Administration & Maintenance25%- Database management and backup/restore
- User, agent, and skill group management
- Software updates and patches
- Performance monitoring and logging
Troubleshooting & Fault Resolution20%- Network and connectivity problems
- Server and service failures
- Error codes and diagnostic tools
- Common call processing issues
Installation & Initial Configuration20%- License activation and validation
- Basic system setup and configuration
- Integration with Communication Server 1000
- Server installation procedures
Features & Call Flows10%- Basic scripting overview
- Call routing and queuing logic
- Agent states and reporting
Contact Center 7.0 Architecture & Components25%- Hardware and software requirements
- Network and telephony integration
- Symposium Call Center Server (SCCS) structure
- Contact Center Manager (CCM) components
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