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