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

  • Exam Code: 920-163
  • Exam Name: NCSS-Contact Center Manager RIs.6.0 Technical Support
  • Updated: Jul 30, 2026
  • Q & A: 63 Questions and Answers

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Nortel 920-163 Exam Syllabus Topics:

SectionObjectives
Topic 1: Maintenance and Optimization- Optimization strategies
  • 1. Performance tuning
    • 2. Capacity planning basics
      - System maintenance
      • 1. Routine maintenance tasks
        • 2. Patch and upgrade handling
          Topic 2: Technical Support and Troubleshooting- Issue resolution
          • 1. Service continuity and escalation paths
            • 2. Common failures and recovery procedures
              - System diagnostics
              • 1. Performance monitoring
                • 2. Log analysis and fault isolation
                  Topic 3: Contact Center Manager RIs.6.0 Fundamentals- System architecture overview
                  • 1. Contact center components and roles
                    • 2. Core Nortel NCSS architecture
                      - Configuration and deployment
                      • 1. Initial setup and configuration concepts
                        • 2. Service environment integration
                          Topic 4: Contact Center Operations- Call routing and handling
                          • 1. Queue management
                            • 2. Routing logic and policies
                              - Agent and supervisor tools
                              • 1. Supervisor reporting tools
                                • 2. Agent desktop functions

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