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Last Updated: Jul 28, 2026

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Nortel 920-316 Exam Syllabus Topics:

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