Nortel 920-316 : SCCS/Express/TAPI/Web Client/Agent

920-316 real exams

Exam Code: 920-316

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

Updated: Sep 28, 2026

Q & A: 69 Questions and Answers

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Nortel 920-316 Exam Syllabus Topics:

SectionObjectives
Topic 1: Web Client Functionality- Agent web-based interface
  • 1. Real-time call monitoring features
    • 2. Login and session management
      Topic 2: TAPI Integration- Telephony Application Programming Interface (TAPI)
      • 1. Call control and event handling
        • 2. CTI integration concepts
          Topic 3: Nortel Express Contact Center- Configuration and deployment
          • 1. Agent setup and skill assignment
            • 2. Queue management and routing rules
              Topic 4: SCCS (Symposium Call Center Server) Architecture- System components and call flow architecture
              • 1. Call routing fundamentals
                • 2. Server roles and telephony integration
                  Topic 5: Agent Operations- Contact center agent workflows
                  • 1. Call handling procedures
                    • 2. Status management and reporting

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