Nortel 920-316 : SCCS/Express/TAPI/Web Client/Agent

920-316 real exams

Exam Code: 920-316

Exam Name: SCCS/Express/TAPI/Web Client/Agent

Updated: Oct 02, 2026

Q & A: 69 Questions and Answers

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Nortel 920-316 Exam Syllabus Topics:

SectionObjectives
Topic 1: SCCS (Symposium Call Center Server) Architecture- System components and call flow architecture
  • 1. Call routing fundamentals
    • 2. Server roles and telephony integration
      Topic 2: Agent Operations- Contact center agent workflows
      • 1. Status management and reporting
        • 2. Call handling procedures
          Topic 3: Web Client Functionality- Agent web-based interface
          • 1. Login and session management
            • 2. Real-time call monitoring features
              Topic 4: Nortel Express Contact Center- Configuration and deployment
              • 1. Agent setup and skill assignment
                • 2. Queue management and routing rules
                  Topic 5: TAPI Integration- Telephony Application Programming Interface (TAPI)
                  • 1. Call control and event handling
                    • 2. CTI integration concepts

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