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Nortel 922-062 Exam Syllabus Topics:

SectionObjectives
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
          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
                  Contact Center System Integration- Application integration
                  • 1. External service interaction within scripts
                    • 2. Database and CRM integration basics
                      - Telephony integration
                      • 1. Call control events handling
                        • 2. PBX integration concepts
                          Troubleshooting and Optimization- Script debugging
                          • 1. Error handling in scripts
                            • 2. Log analysis and diagnostics
                              - Performance optimization
                              • 1. Reducing system latency in routing decisions
                                • 2. Call flow efficiency improvements

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