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920-178  Exam DETAIL
Exam Number/Code : 920-178
Exam Name : Nortel Contact Center Rls. 7.0 Sales Engineering
Exam Duration:  90 minutes
Exam Format:  Proctored
Number of Questions:  60
Passing Score:  70%
Exam Language:  English

920-178 exam Product List
Contact Center Manager (CCM) Rls. 7.0
Contact Center Manager Administration (CCMA)
Contact Center Manager Server (CCMS)
Contact Center – Multimedia (CCMM)
Communication Control Toolkit (CCT)
 
Contact Center Portfolio
(17% of Exam)
Given a client’s business needs, describe the appropriate Contact Center solution set, features and benefits, and related products, services and solutions to address the client’s business needs.
 
Architecture
(8% of Exam)
Given a Contact Center 7.0 solution, explain the minimum customer voice and data network requirements for implementation or upgrade.
Given a Contact Center 7.0 solution, identify the information required to engineer the solution.
 
Contact Center Manager
(18% of Exam)
Explain the detailed Contact Center Manager Server 7.0 attributes that must be considered, calculated and selected to complete a medium-sized solution (one medium/large site, or a three node configuration, or a combination of both).
Explain the detailed Contact Center Manager Administration 7.0 attributes that must be considered, calculated and selected to complete a medium-sized solution (one medium/large site, or a three node configuration, or a combination of both).
Given a design requirement identify the Contact Center Manager Server 7.0 client hardware (server only) and software licensing that satisfies it.
Given a design requirement identify the Contact Center Manager Administration 7.0 client hardware (server and client PCs) and software licensing that satisfies it.
Given a scenario, select the appropriate Contact Center Manager 7.0 system design recommendations that satisfy resource, capacity, performance, reporting requirements and interoperabilities between the companion products. (CCMS and CCMA)
Given a scenario, explain the procedures for upgrading to Contact Center Manager Server 7.0 and upgrading to Contact Center Manage Administration 7.0.
 
Contact Center Multimedia
(15% of Exam)
Explain the detailed Contact Center Multimedia 7.0 attributes that must be considered, calculated and selected to complete a medium-sized solution (one medium/large site, or a three node configuration, or a combination of both).
Given a design requirement, identify the Contact Center Multimedia 7.0 client hardware and software configurations that satisfy it.
Given a scenario, select the appropriate Contact Center Multimedia 7.0 system design recommendations that satisfy resource, capacity, performance and reporting requirements.
Given a scenario, select the minimum Contact Center Multimedia 6.0 design requirements for interoperability between the CCMM 7.0 components and other solution elements.
Given a scenario, explain the procedures for upgrading to Contact Center Multimedia 7.0.
 
Communication Control Toolkit
(17% of Exam)
Explain the detailed Communication Control Toolkit 7.0 attributes that must be considered, calculated and selected to complete a medium-sized solution (one medium/large site, or a three node configuration, or a combination of both).
Given a design requirement, identify the Communication Control Toolkit 7.0 hardware and licenses that satisfy it.
Given a scenario, select the appropriate Communication Control Toolkit 7.0 system design recommendations that satisfy resource, capacity or performance requirements.
Given a scenario, explain the procedures for migrating CCT 5.0 to Communication Control Toolkit 7.0.
Given a scenario, explain the requirements for Communication Control Toolkit 7.0 interaction with Nortel Self-Service solutions.
 
Business Solutions
(18% of Exam)
Given a business solution scenario, or regulatory requirements, or value-add services, identify the design issues associated with implementing Agent Greeting, Unified Messaging, Call Recording and Quality Monitoring (CRQM), Remote Agents, or Self-Service applications in a Contact Center 7.0 solution.
Given a business solution scenario, identify the value associated with implementing Contact Center Manager Administration, E-mail Routing Rules, Report Creation Wizard, and/or Outbound Campaign Management Tool.
Explain the purpose, features and capabilities of the Nortel Contact Recording and Quality Monitoring server.
 
System Management
(7% of Exam)
Explain the purpose, features and capabilities of network management, server management and administrative tools, Contact Center Manager Server Utility and License Manager.
Explain the capabilities of Contact Center 7.0 Replication Server, Database Shadowing, ADAM Replication, backups and restores, and License Manager upgrades.

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