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Date:2009-12-4 15:30

920-173 study guide

920-173 exam is required for the following Certifications:
This 920-173 credential validates your ability to configure, manage, and perform operational activities for the administration and networking of  Contact Center Rls. 7.0.
 
Buy latest 920-173 exam dumps please click:920-173
This 920-173 certification tests your knowledge and skills in the following areas:
  • Features
     
  • Administration
     
  • Configuration
     
  • Management
     
  • Reporting
     
  • Networking
    920-173 study guide
    To earn this certification, you must hold the NCSS - Nortel Contact Center Manager Rls. 7.0 Installation & Configuration certification (920-174) and successfully complete one of the following options:

    Option 1: successfully complete standard exam 920-173
    Option 2: successfully complete both segment exams 922-060 and 922-061

    Note: standard exam 920-173 is composed of two segment exams.There is no partial credit; you must pass both segments to pass the standard exam.

    Click on the link to view detailed exam objectives, recommended training and reading, and sample questions.
     
Exam Objectives:
Product List
  • Contact Center Manager (CCM) Rls. 7.0
  • Contact Center Manager Administration (CCMA)
  • Contact Center Manager Server (CCMS)
  • Communication Control Toolkit (CCT)
Passing Score
  • This standard exam is composed of two segments: 922-060 and 922-061. You must achieve a passing score for each segment to pass the exam.
  • The score report will display your score for each segment.
Administration
(50% of Exam 920-173, Passing Score 70%)
Administration (20% of 922-060 exam)
  • Configure activity codes, CDN, Terminal Numbers for agent and supervisor ACD phonesets.
  • Use Contact Center Manager Client to administer threshold classes.
  • Given a customer requirement, create and administer skillsets using the Skillset window.
Configuration (13% of 922-060 exam)
  • Describe how to configure the PBX to support the CCM Server.
Management (33% of 922-060 exam)
  • Given a scenario, add and/or modify Contact Center Manager Server supervisor and agent assignments.
  • Given a scenario, create and/or modify Contact Center Manager Server access and partition parameters.
Reporting (33% of 922-060 exam)
  • Describe and/or interpret the types of information available in the standard real-time and historical reports and statistics.
Networking
(50% of Exam 920-173, Passing Score 70%)
Network Skill-Based Routing (12% of exam)
  • Given a scenario, determine the requirements for a Contact Center deployment that supports network skill-based routing and communication.
  • Describe the communication of Contact Center sites and the NCC across the CLAN and WAN that supports network skilled-based routing.
Network Control Center (NCC) Configuration (10% of exam)
  • Given a scenario, determine how to add, configure, and manage Contact Center sites from the NCC.
  • Given a scenario, determine how to add, configure, and manage network skillsets from the NCC.
  • Distinguish between the functions of the network skillset routing method and networking method configuration options.
  • Configure networking skillsets.
Contact Call Center Server NSBR Configuration (7% of exam)
  • Configure network communication parameters related to call center server NSBR requirements.
Routing Table Assignments (5% of exam)
  • Explain how to use routing tables assignments and how assignments are created and changed.
Script Design for Network Skill-Based Routing (7% of exam)
  • Describe how to incorporate and test networking commands using system intrinsics in script design to deliver network skill-based routing on a Nortel Contact Center Manager Server.
Real-Time Displays (3% of exam)
  • Interpret real-time displays and statistics related to application/skillsets to determine network impacts or a course of action to be taken.
Historical Reports (7% of exam)
  • Interpret standard reports and networking reports on Contact Center Manager Administration.
  • Differentiate between reports located on the Network Control Center and Contact Center Manager Administration.
  • Describe how the statistics provided by Nortel Contact Center Manager Server are used to track network skillset activity.

Buy latest 920-173 exam dumps please click:920-173

 

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