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Nortel 920-316 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Web Client & Agent Interface | 30% | - User authentication and permissions - Call handling and features - Agent desktop functionality - Web Client installation and configuration |
| Maintenance, Troubleshooting & Administration | 20% | - Upgrades and backups - Common issues and resolution - System monitoring and logs |
| TAPI Integration & Configuration | 25% | - Third-party application integration - TAPI standards and interface - TAPI service provider setup |
| SCCS Fundamentals & Architecture | 25% | - Deployment models - System components and architecture - SCCS Express overview |
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