Nortel NCSS-Contact Center Manager RIs.6.0 Technical Support : 920-163 exam dump

  • Exam Code: 920-163
  • Exam Name: NCSS-Contact Center Manager RIs.6.0 Technical Support
  • Updated: Aug 25, 2026
  • Q&As: 63 Questions and Answers

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Nortel 920-163 Exam Syllabus Topics:

SectionObjectives
Technical Support and Troubleshooting- System diagnostics
  • 1. Log analysis and fault isolation
    • 2. Performance monitoring
      - Issue resolution
      • 1. Service continuity and escalation paths
        • 2. Common failures and recovery procedures
          Contact Center Operations- Agent and supervisor tools
          • 1. Agent desktop functions
            • 2. Supervisor reporting tools
              - Call routing and handling
              • 1. Queue management
                • 2. Routing logic and policies
                  Maintenance and Optimization- Optimization strategies
                  • 1. Performance tuning
                    • 2. Capacity planning basics
                      - System maintenance
                      • 1. Routine maintenance tasks
                        • 2. Patch and upgrade handling
                          Contact Center Manager RIs.6.0 Fundamentals- Configuration and deployment
                          • 1. Service environment integration
                            • 2. Initial setup and configuration concepts
                              - System architecture overview
                              • 1. Core Nortel NCSS architecture
                                • 2. Contact center components and roles

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