Nortel 920-165 Exam Information and Actual Questions

  • Exam Code/Number: 920-165
  • Exam Name/Title: NCDS-Contact Center Ris.6.0 Exam
  • Certification Provider: Nortel
  • Corresponding Certification: NCDS
  • Exam Questions: 62
  • Updated On: Oct 13, 2026

920-165
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920-165 Exam
NCDS-Contact Center Ris.6.0 Exam

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Nortel 920-165 Exam Overview:

Certification Vendor:Nortel
Exam Name:NCDS-Contact Center Ris.6.0 Exam
Exam Number:920-165
Available Languages:English
Real Exam Qty:Approximately 159 (varies by provider materials)
Sample Questions:Nortel 920-165 Sample Questions
Exam Way:Primarily proctored certification exam (format varies by testing provider; typically onsite or authorized testing centers).
Pre Condition:No strict prerequisite is publicly standardized; typically foundational knowledge of Nortel contact center systems is recommended.

Nortel 920-165 Exam Syllabus Topics:

SectionObjectives
Operational Management- Monitoring and reporting
  • 1. Performance metrics and KPIs
    • 2. Reporting tools and interpretation
      - Troubleshooting basics
      • 1. System issue identification
        • 2. Call flow diagnostics
          Contact Center Fundamentals (RIS 6.0)- Architecture and system components
          • 1. Contact center platform overview
            • 2. Call routing and distribution mechanisms
              - Service and feature configuration
              • 1. Queue and ACD configuration concepts
                • 2. Agent and skill management
                  System Administration- Configuration maintenance
                  • 1. Backup and maintenance concepts
                    • 2. System parameter configuration
                      - User and access management
                      • 1. Role-based access control
                        • 2. User provisioning


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