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Updated: Aug 01, 2026
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Nortel 920-164 Exam Overview:
| Certification Vendor: | Nortel |
| Exam Name: | NCSS-Contact Center Manager RIs 6.0 I and M |
| Exam Number: | 920-164 |
| Exam Format: | Multiple Choice, Exam Simulation / Test Engine (varies by provider) |
| Available Languages: | English |
| Real Exam Qty: | 57-69 |
| Sample Questions: | Nortel 920-164 Sample Questions |
| Exam Way: | Computer-based exam (delivery varies by testing provider; often online or proctored testing centers) |
| Pre Condition: | Basic knowledge of Nortel Contact Center / ACD systems recommended; prior telecom or call center experience helpful but not strictly required. |
Nortel 920-164 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Monitoring | - Historical Reporting - Real-time Monitoring Tools |
| Topic 2: Contact Center Architecture Overview | - Call Routing and ACD Concepts - Nortel Contact Center Platform Fundamentals |
| Topic 3: Call Flow Management | - Inbound Call Distribution - Queue and Priority Handling |
| Topic 4: System Configuration | - Contact Center Manager Setup - Agent and Skill Configuration |
| Topic 5: Troubleshooting and Maintenance | - Performance Optimization - System Diagnostics |
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