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Updated: Sep 08, 2026
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Nortel 920-166 Exam Overview:
| Certification Vendor: | Nortel |
|---|---|
| Exam Name: | NCSS-Contact Center Multimedia Ris.6.0 |
| Exam Number: | 920-166 |
| Exam Format: | Multiple Choice, Scenario-based |
| Exam Duration: | 90 minutes |
| Available Languages: | English |
| Real Exam Qty: | 62 - 74 |
| Certificate Validity Period: | Retired, no longer maintained |
| Related Certifications: | 920-164 NCSS-Contact Center Manager Ris.6.0 I and M 920-163 NCSS-Contact Center Manager Ris.6.0 Technical Support 920-167 NCSS-Contact Center RIS.6.0 Application Developer |
| Exam Price: | $85.68 USD |
| Passing Score: | 70% - 90% |
| Sample Questions: | Nortel 920-166 Sample Questions |
| Exam Way: | Proctored testing through authorized partners (formerly Prometric/VUE) |
| Pre Condition: | Basic knowledge of Nortel Contact Center Manager Rls.6.0 |
| Official Syllabus URL: | https://en.wikipedia.org/wiki/Nortel#Certifications |
Nortel 920-166 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Administration and Maintenance | 25% | - Backup, restore, and system updates - Workflow and routing rules configuration - User and agent management |
| Topic 2: Troubleshooting and Support | 25% | - Performance monitoring and optimization - Diagnosing multimedia channel issues - Log analysis and error resolution |
| Topic 3: Installation and Configuration | 25% | - Configuration of email, web chat, and fax channels - Database setup and integration - Server installation procedures |
| Topic 4: Contact Center Multimedia Architecture | 25% | - System components and interactions - Integration with Contact Center Manager - Multimedia server infrastructure |
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