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






