| Passing Score |
- This standard exam is composed of two segments: 922-060 and 922-061. You must achieve a passing score for each segment to pass the exam.
- The score report will display your score for each segment.
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Administration
(50% of Exam 920-173, Passing Score 70%) |
| Administration (20% of 922-060 exam) |
- Configure activity codes, CDN, Terminal Numbers for agent and supervisor ACD phonesets.
- Use Contact Center Manager Client to administer threshold classes.
- Given a customer requirement, create and administer skillsets using the Skillset window.
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| Configuration (13% of 922-060 exam) |
- Describe how to configure the PBX to support the CCM Server.
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| Management (33% of 922-060 exam) |
- Given a scenario, add and/or modify Contact Center Manager Server supervisor and agent assignments.
- Given a scenario, create and/or modify Contact Center Manager Server access and partition parameters.
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| Reporting (33% of 922-060 exam) |
- Describe and/or interpret the types of information available in the standard real-time and historical reports and statistics.
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Networking
(50% of Exam 920-173, Passing Score 70%) |
| Network Skill-Based Routing (12% of exam) |
- Given a scenario, determine the requirements for a Contact Center deployment that supports network skill-based routing and communication.
- Describe the communication of Contact Center sites and the NCC across the CLAN and WAN that supports network skilled-based routing.
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| Network Control Center (NCC) Configuration (10% of exam) |
- Given a scenario, determine how to add, configure, and manage Contact Center sites from the NCC.
- Given a scenario, determine how to add, configure, and manage network skillsets from the NCC.
- Distinguish between the functions of the network skillset routing method and networking method configuration options.
- Configure networking skillsets.
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| Contact Call Center Server NSBR Configuration (7% of exam) |
- Configure network communication parameters related to call center server NSBR requirements.
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| Routing Table Assignments (5% of exam) |
- Explain how to use routing tables assignments and how assignments are created and changed.
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| Script Design for Network Skill-Based Routing (7% of exam) |
- Describe how to incorporate and test networking commands using system intrinsics in script design to deliver network skill-based routing on a Nortel Contact Center Manager Server.
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| Real-Time Displays (3% of exam) |
- Interpret real-time displays and statistics related to application/skillsets to determine network impacts or a course of action to be taken.
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| Historical Reports (7% of exam) |
- Interpret standard reports and networking reports on Contact Center Manager Administration.
- Differentiate between reports located on the Network Control Center and Contact Center Manager Administration.
- Describe how the statistics provided by Nortel Contact Center Manager Server are used to track network skillset activity
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