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Nortel 922-062 Exam Syllabus Topics:

SectionObjectives
Topic 1: Troubleshooting and Optimization- Performance optimization
  • 1. Reducing system latency in routing decisions
    • 2. Call flow efficiency improvements
      - Script debugging
      • 1. Error handling in scripts
        • 2. Log analysis and diagnostics
          Topic 2: Contact Center Routing and Interaction Handling- Call routing logic
          • 1. Skill-based routing concepts
            • 2. Queue management strategies
              - Interaction handling
              • 1. Customer input handling and branching logic
                • 2. IVR interaction flows
                  Topic 3: Contact Center SCE Scripting Fundamentals- Scripting tools and interfaces
                  • 1. SCE scripting environment overview
                    • 2. Script editing and deployment processes
                      - Scripting architecture and components
                      • 1. Script flow design principles
                        • 2. Call flow logic in contact center environments
                          Topic 4: Contact Center System Integration- Telephony integration
                          • 1. PBX integration concepts
                            • 2. Call control events handling
                              - Application integration
                              • 1. Database and CRM integration basics
                                • 2. External service interaction within scripts

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