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Nortel 920-119 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Maintenance, Troubleshooting & Support | 20% | - Performance optimization - Diagnostic tools and logs - Common issues and resolutions |
| Topic 2: TAPI Implementation & Integration | 30% | - TAPI service provider installation - Application integration using TAPI - TAPI standards and versions |
| Topic 3: Agent Configuration & Functionality | 25% | - Supervisor and reporting functions - Agent desktop features - Agent login/logout and state management |
| Topic 4: Symposium Call Center Architecture | 25% | - Call flow mechanisms - System components and overview |
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