920-173 exam

920-173 Exam Objectives:
* Contact Center Manager (CCM) Rls. 7.0
* Contact Center Manager Administration (CCMA)
* Contact Center Manager Server (CCMS)
* Communication Control Toolkit (CCT)

920-173 Course Description
Nortel 920-173 course is designed for telecommunication professionals responsible for administering and maintaining a Nortel Contact Center network. In this course, you will learn how to configure a virtual contact center consisting of up to 30 Nortel Contact Center sites. The virtual contact center uses Network Skill-Based Routing (NSBR) to present incoming calls to networked agents who can be physically located at any site in the network.

Nortel 920-173 course provides an overview and appendix material on Network Automatic Call Distribution (NACD), a precursor Contact Center networking. NACD is configured on the switches in the network and can be used as a backup network typology in the event that NSBR is not available.

In Nortel 920-173 course, you will learn how to install, configure, and administer the Network Control Center (NCC), an additional server that is a required component of a Nortel Contact Center network. You will learn how to configure NSBR for the virtual contact center including call routing, site filtering, Routing Table assignments, and Network Script design. You will also learn how to monitor and interpret network activity using real-time displays and historical reports. Practices, skill checks, and hands-on labs are provided to ensure that you have mastered all lesson objectives.

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