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Updated: Sep 01, 2026
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Nortel 920-163 Exam Overview:
| Certification Vendor: | Nortel Networks |
|---|---|
| Exam Name: | Contact Center Manager Rls.6.0 Technical Support |
| Exam Number: | 920-163 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Passing Score: | 70% / 700 (scale 1000) |
| Real Exam Qty: | 63-75 |
| Certificate Validity Period: | Retired since November 30, 2010 |
| Exam Format: | Multiple Choice, Simulation, Scenario-Based |
| Related Certifications: | NCSS Contact Center Track NNCSS |
| Exam Price: | USD 125-150 |
| Recommended Training: | Nortel Official Training (Legacy) |
| Exam Registration: | Nortel Certification Program (Archived) |
| Sample Questions: | Nortel 920-163 Sample Questions |
| Exam Way: | Proctored onsite at authorized test centers (formerly Prometric/VUE), now retired |
| Pre Condition: | Basic knowledge of Nortel CS1000, Meridian systems, and IP telephony; recommended experience with contact center environments |
| Official Syllabus URL: | https://grokipedia.com/page/nortel_certifications |
Nortel 920-163 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Installation & Configuration | 25% | - Client software deployment - Server installation and setup - Network and security settings - Database configuration |
| Maintenance & Troubleshooting | 20% | - Service and process recovery - Common hardware and software issues - Log analysis and error diagnosis - Performance tuning and optimization |
| Administration & Operation | 25% | - Real-time monitoring and reporting - Call routing and skill group configuration - System backup and restore procedures - User and agent management |
| Upgrades & Licensing | 10% | - License management and validation - Compatibility checks - Version upgrades and patches |
| System Architecture & Overview | 20% | - Server and client architecture - Contact Center Manager Rls.6.0 components - Integration with CS1000 and Meridian systems |
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