Nortel 920-165 : NCDS-Contact Center Ris.6.0 Exam

Exam Code: 920-165

Exam Name: NCDS-Contact Center Ris.6.0 Exam

Updated: Aug 30, 2026

Q & A: 62 Questions and Answers

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Nortel 920-165 Exam Syllabus Topics:

SectionObjectives
Topic 1: Contact Center Rls.6.0 Architecture- Solution Overview
  • 1. System architecture and topology
  • 2. Contact Center Rls.6.0 components
  • 3. Server roles and interactions
  • 4. Integration with Communication Server 1000
Topic 2: System Integration- Integration Technologies
  • 1. Database integration
  • 2. Security and user authentication
  • 3. CRM and third-party application integration
  • 4. Reporting and historical data collection
Topic 3: Administration and Troubleshooting- Operational Management
  • 1. System monitoring and maintenance
  • 2. Fault diagnosis and troubleshooting
  • 3. Performance optimization
  • 4. Backup and recovery considerations
Topic 4: Contact Routing and Applications- Routing Design
  • 1. Queue and agent management
  • 2. Skill-based routing concepts
  • 3. Multimedia contact handling
  • 4. Call flow and scripting fundamentals
Topic 5: Solution Design- Design Principles
  • 1. Scalability considerations
  • 2. Network and infrastructure requirements
  • 3. High availability and redundancy
  • 4. Capacity planning

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