Nortel Contact Center Manager RIs. 7.0 Administration : 922-060

  • Exam Code: 922-060
  • Exam Name: Nortel Contact Center Manager RIs. 7.0 Administration
  • Updated: Aug 13, 2026
  • Q&As: 100 Questions and Answers

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Nortel 922-060 Exam Syllabus Topics:

SectionObjectives
System Administration and Configuration- User and role administration
  • 1. Permission and access control
    • 2. Agent and supervisor management
      - Contact Center Manager installation and setup
      • 1. Initial system configuration
        • 2. Server and component setup
          System Maintenance and Troubleshooting- System health monitoring
          • 1. Performance monitoring
            • 2. Logs and diagnostics
              - Issue resolution
              • 1. Common system issues
                • 2. Recovery procedures
                  Call Routing and Contact Handling- Call distribution configuration
                  • 1. Queue management
                    • 2. Routing strategies
                      - Interaction processing
                      • 1. Inbound contact handling
                        • 2. Outbound call handling basics
                          Reporting and Monitoring- Real-time monitoring
                          • 1. Queue statistics
                            • 2. Agent performance tracking
                              - Historical reporting
                              • 1. Report generation
                                • 2. Data analysis and interpretation

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