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Nortel 922-061 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Interactive Voice Response (IVR) | - IVR configuration and call handling - Menu design and customer interaction flows |
| Topic 2: Routing and Call Flow Management | - Skill-based and intelligent routing concepts - Call routing strategies and policies |
| Topic 3: System Administration and Maintenance | - Monitoring and troubleshooting contact center systems - User and agent management |
| Topic 4: Reporting and Performance Management | - Call center reporting tools and metrics - Performance analysis and optimization |
| Topic 5: Contact Center Architecture | - Core components and system design - Network integration for contact center systems |
