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Nortel 920-163 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Administration & Operation | 25% | - System backup and restore procedures - Real-time monitoring and reporting - User and agent management - Call routing and skill group configuration |
| Topic 2: System Architecture & Overview | 20% | - Server and client architecture - Contact Center Manager Rls.6.0 components - Integration with CS1000 and Meridian systems |
| Topic 3: Upgrades & Licensing | 10% | - Compatibility checks - Version upgrades and patches - License management and validation |
| Topic 4: Maintenance & Troubleshooting | 20% | - Performance tuning and optimization - Service and process recovery - Log analysis and error diagnosis - Common hardware and software issues |
| Topic 5: Installation & Configuration | 25% | - Client software deployment - Server installation and setup - Network and security settings - Database configuration |
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