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Nortel 920-119 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Maintenance, Troubleshooting & Support | 20% | - Diagnostic tools and logs - Common issues and resolutions - Performance optimization |
| Topic 2: TAPI Implementation & Integration | 30% | - Application integration using TAPI - TAPI service provider installation - TAPI standards and versions |
| Topic 3: Symposium Call Center Architecture | 25% | - System components and overview - Call flow mechanisms |
| Topic 4: Agent Configuration & Functionality | 25% | - Agent login/logout and state management - Supervisor and reporting functions - Agent desktop features |
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