Nortel 920-119 Exam Information and Actual Questions
- Exam Code/Number: 920-119
- Exam Name/Title: NNCSS-Symposium Call Center TAPI/Agent
- Certification Provider: Nortel
- Corresponding Certification: NCSS
- Exam Questions: 75
- Updated On: Oct 13, 2026
920-119
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Nortel
920-119 Exam
NNCSS-Symposium Call Center TAPI/Agent
Nortel 920-119 Exam Overview:
| Certification Vendor: | Nortel |
|---|---|
| Exam Name: | NNCSS-Symposium Call Center TAPI/Agent |
| Exam Number: | 920-119 |
| Available Languages: | English |
| Related Certifications: | NNCSS-Symposium Call Center TAPVAgent install & Maint (920-118) NNCSS-Symposium Express Call Center (920-130) NNCSS CallPilot / Contact Center certifications |
| Real Exam Qty: | 75–172 (varies by provider version; commonly ~75–100) |
| Exam Format: | Multiple Choice, Scenario-based Questions |
| Sample Questions: | Nortel 920-119 Sample Questions |
| Exam Way: | Computer-based exam (typically delivered via testing centers or online proctoring depending on provider) |
| Pre Condition: | No strict official prerequisites published; generally intended for candidates familiar with Nortel Symposium Call Center systems and basic telephony concepts. |
Nortel 920-119 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: System Configuration & Troubleshooting | - Fault diagnosis in TAPI environments - Integration issues - Call center configuration basics |
| Topic 2: TAPI Integration | - Agent desktop integration - Telephony Application Programming Interface (TAPI) basics - Call control events and signaling |
| Topic 3: Agent Desktop & Call Handling | - Wrap-up and after-call work - Login/logout procedures - Call states and workflows |
| Topic 4: Call Distribution & Routing Logic | - Skill-based routing - Queue management - Automatic Call Distribution (ACD) |
| Topic 5: Call Center Architecture & Concepts | - Nortel Symposium Call Center overview - Agent & supervisor roles - Call routing fundamentals |
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