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

920-316 Exam Simulator
  • Exam Code: 920-316
  • Exam Name: SCCS/Express/TAPI/Web Client/Agent
  • Updated: Jul 27, 2026
  • Q & A: 69 Questions and Answers
  • Nortel 920-316 Q&A - in .pdf

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Nortel 920-316 Exam Syllabus Topics:

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

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