Nortel 920-166 : NCSS-Contact Center Multimedia Ris.6.0

920-166 real exams

Exam Code: 920-166

Exam Name: NCSS-Contact Center Multimedia Ris.6.0

Updated: Jul 20, 2026

Q & A: 62 Questions and Answers

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Nortel 920-166 Exam Syllabus Topics:

SectionObjectives
Topic 1: Multimedia Contact Handling- Interaction types
  • 1. Email routing and handling
    • 2. Chat session management
      • 3. Voice and blended interactions
        Topic 2: Contact Center Multimedia Architecture- System components overview
        • 1. Multimedia routing architecture
          • 2. Server and client components
            Topic 3: Installation and Configuration- Configuration management
            • 1. Agent configuration
              • 2. Skill-based routing configuration
                - Deployment setup
                • 1. Prerequisites and environment setup
                  • 2. Core system installation steps
                    Topic 4: Administration and Maintenance- System administration
                    • 1. User and role management
                      • 2. System monitoring and logs
                        - Maintenance tasks
                        • 1. Software updates and patches
                          • 2. Backup and restore procedures
                            Topic 5: Troubleshooting and Optimization- Optimization techniques
                            • 1. System tuning
                              • 2. Load balancing strategies
                                - Common issues
                                • 1. Performance bottlenecks
                                  • 2. Routing failures and misconfigurations

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