Exam Code: 920-173
Exam Name: Nortel Contact Center Rls. 7.0 Technical Support
Certification Provider: Nortel
Corresponding Certification: NCSS

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Nortel 920-173 Exam Overview:

Certification Vendor:	Nortel Networks
Exam Name:	Nortel Contact Center Rls. 7.0 Technical Support
Exam Number:	920-173
Real Exam Qty:	60-65
Exam Format:	Multiple Choice, Scenario-Based
Exam Duration:	90-120
Exam Price:	$125 USD (historical)
Related Certifications:	920-177 Contact Center Rls.7.0 Administration & Scripting 920-178 Contact Center Rls.7.0 Sales Engineering 920-174 Contact Center Manager Rls.7.0 Install & Config
Certificate Validity Period:	Retired since November 30, 2010
Available Languages:	English
Passing Score:	70-75%
Recommended Training:	Global Knowledge (historical partner)
Exam Registration:	Pearson VUE (historical)
Exam Way:	Onsite proctored via Pearson VUE (historical)
Pre Condition:	Basic knowledge of Nortel CS1000, telephony systems, and Windows Server

Nortel 920-173 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Troubleshooting & Fault Resolution	20%	- Common call processing issues - Server and service failures - Network and connectivity problems - Error codes and diagnostic tools
Topic 2: Installation & Initial Configuration	20%	- Basic system setup and configuration - Integration with Communication Server 1000 - License activation and validation - Server installation procedures
Topic 3: Features & Call Flows	10%	- Basic scripting overview - Agent states and reporting - Call routing and queuing logic
Topic 4: Contact Center 7.0 Architecture & Components	25%	- Network and telephony integration - Hardware and software requirements - Contact Center Manager (CCM) components - Symposium Call Center Server (SCCS) structure
Topic 5: System Administration & Maintenance	25%	- Performance monitoring and logging - User, agent, and skill group management - Database management and backup/restore - Software updates and patches

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