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Nortel 922-062 Exam Syllabus Topics:

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

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