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Nortel 920-326 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Agent and Supervisor Operations | - Agent configuration and behavior
|
| Call Routing and Queue Management | - Routing strategies
|
| Symposium Contact Center Architecture | - System architecture and components
|
| Reporting and Performance Management | - Call center reporting tools
|
| System Administration | - Configuration and maintenance
|
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Horace 
Malcolm 
Lambert 
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Moses 
Marsh 
Prima 
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Angelo 
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