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Nortel NCSS 920-316

920-316

Exam Code: 920-316

Exam Name: SCCS/Express/TAPI/Web Client/Agent

Updated: Aug 28, 2026

Q & A: 69 Questions and Answers

920-316 Free Demo download:

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Nortel 920-316 Exam Syllabus Topics:

SectionObjectives
TAPI Integration- Telephony Application Programming Interface (TAPI)
  • 1. Call control and event handling
    • 2. CTI integration concepts
      SCCS (Symposium Call Center Server) Architecture- System components and call flow architecture
      • 1. Server roles and telephony integration
        • 2. Call routing fundamentals
          Agent Operations- Contact center agent workflows
          • 1. Status management and reporting
            • 2. Call handling procedures
              Nortel Express Contact Center- Configuration and deployment
              • 1. Queue management and routing rules
                • 2. Agent setup and skill assignment
                  Web Client Functionality- Agent web-based interface
                  • 1. Real-time call monitoring features
                    • 2. Login and session management

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