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RSMConfig.exe on Contact Center Manager Server (CCMS)
MulticastCtrl.exe on CCMA
Real-Time Display (RTD) configuration in Agent Desktop Display (ADD) under the Real-Time reporting window
RTR registry settings in Start/Programs/Nortel Contact Center - Manager Administration/Configuration on the Application server
A customer has deployed Contact Center Manager Server (CCMS) with Communication
Server (CS)1000 Rls. 3.0 and CallPilot Rls. 4.0. To integrate the systems, where must you configure the CallPilot IP Nortel Server Subnet address on CCMS?
Server Setup Configuration
A customer has Contact Center Manager Server (CCMS) with Contact Center Manager Administration (CCMA) and has to configure the browser on desktop PC for CCMA access. What is the proper way of configuring security for web browser?
CCMA URL must be configured as a trusted site and all cookies must be enabled.
CCMA URL does not have to be configured as a trusted site and all cookies must be disabled.
CCMA URL does not have to be configured as a trusted site and only cookies must be disabled.
CCMA URL must be configured as a trusted site and all cookies are either disabled or blocked to the desired level of security.
Historical reports help customers monitor the system performance by providing information on system activity. A customer with a Contact Center Manager (CCM) Rls. 6.0 system
requests that you allow users who belong to the same team to share customized reports. Which actions should you perform via Contact Center Manager Administration (CCMA) to
meet their request?
Use Partition Management to place the users in their own cluster and include the custom cluster in the partition assigned to the agents.
Create custom report groups in Access and Partition Management and include the custom groups in the partition assigned to the users.
Use Access Classes to place the users in their own cluster and include the custom cluster in the partition assigned to the administrator.
Create custom report groups in Access and Partition Management and include the custom groups in the partition assigned to the agents.
Contact Center Manager Administration (CCMA) has been configured. You are unable to
login to Agent Desktop Display. What should you verify first to ensure proper operation?
IIS is running on CCMA server.
Real-time Statistics Multicase (RSM) service is up and running on CCMA server.
IceRTDService is up and running on the Contact Center Manager Server (CCM S) .
Data is going to the client PC by using the IceRTDTrace.exe tool
A customer is installing Contact Center Manager Server on Windows 2003 Server. They
want to integrate Contact Center Manager (CCM) Rls. 6.0 with CallPilot Rls. 4.0. Besides
the CallPilot ELAN Subnet IP address, which number should be programmed as the
CallPilot server port?
A customer has installed Contact Center Manager Administration (CCMA) on a Windows
2003 server. Which user account has to be added after CCMA installation?
You have installed Internet Explorer 6.0 and Service Pack 1 on all client PCs. In order for Contact Center Manager Administration (CCMA) to function normally, certain parameters
must be set except one. Which parameter is NOT required to be set?
Disable all cookies.
Enable SSL certificates.
Disable all pop-up blockers.
Configure the CCMA server as a trusted site.
You have begun to troubleshoot a CDN call problem. You have confirmed that the Contact Center Manager Server (CCMS) has acquired the CDN. Which three should be occurring at this time? (Choose three.)
VSID is defined.
AACQ should be set to yes.
CDN should be switched to controlled mode.
CNTL should be configured in controlled mode.
The ASID parameter should appear in the CDN Block.
Answer: B, C, E
Nortel 920-164 Exam (Contact Center Manager RIs6.0 I and M) Detailed Information
Nortel delivers an industry-leading global certification programme that sets the standards for designing, installing, and supporting Nortel products and solutions.
Nortel’s Professional Certification Programme provides fast, flexible paths to achieving Nortel Certification, including ‘in class’ segment exams or the ability to complete a certification exam at a Prometric Testing Centre.
Nortel use skills-based exams to test your skills and knowledge, validating your competency on our highly technical products and solutions that encompass Security, Mobility and Mulitmedia Communications.
Nortel Certified Support Specialist (NCSS)
Nortel Certified Support Expert (NCSE)
Nortel Certified Design Specialist (NCDS)
Nortel Certified Design Expert (NCDE)
The Nortel Institute is committed to educating, training, and professional development in the broad and booming field of information technology and telecommunications by developing innovative programs, backed by first-class facilities. The Nortel Institute�s education and training program is designed to respond to current challenges and to anticipate and address future challenges. In additioan, the Institute�s missions in research and development and in strategic analysis enable it to anticipate technological trends and plan training and education programs to prepare people for jobs in new areas.
The Institute designed and obtained approval for the Master of Engineering in Telecommunications program and which began in September 1998. The program graduates 30-35 highly trained experts each year for employment in industry. The Institute offers financial aid to undergraduate and graduate students through the Nortel Institute Scholarship program.
The Institute has also developed training and retraining programs, such as the Executive Development Program, as well as specialized seminars, workshops and forums.
The critical shortage of highly qualified personnel in information technology and telecommunications, including researchers, engineers and technological entrepreneurs;
The rapid rate of change in technology requiring continual retraining and updating of industry personnel, including managers, engineers and executives, as well as decision-makers and policy-makers in a wide range of sectors;
Accelerating technological evolution and convergence that create uncertainty in identifying the skills and education future workers will need for the new jobs, services and industries.
Develop innovative programs, backed by first-class facilities, to fast-track the preparation of new generations for leadership and innovation and to offer retraining and updating for industry and government personnel;
Strengthen ties between industry and advanced education to give students hands-on experience and to enhance research and education opportunities for industry staff;
Identify technology trends in order to direct education and training resources effectively for future job creation, giving Canada�s economy a technological competitive advantage.
Offer the innovative Master of Engineering in Telecommunications program;
Develop, in consultation with industry, innovative updating and retraining programs, specialized seminars and workshops;
Support initiatives to increase the number of highly qualified graduates in electrical and computer engineering;
Integrate results of strategic analysis of technology trends into education and training program development.
Nortel Education Communication Solutions
With Internet and multimedia technology playing an increasingly important role in education at every level, laying the right communications foundation is essential for educational establishments of all types.
At 1st Communications, we understand the communications and networking needs of your educational institution. Without voice and data communications technology, it would be impossible to operate in this day and age. You would not be able to construct collaborative projects, run intranets etc.
1st Communication's Nortel Solutions address the key issues for educational institutions, namely connectivity, mobility, security and advanced voice services. With our Nortel Solutions, you will be able to explore mobile and remote learning, introduce multimedia communications, take advantage of communication convergence and much, much more.
1st Communications uses the following Nortel Business Solutions and Nortel Technical Solutions to provide a complete service to the Education Sector:
Nortel Business Solutions
Increase your Productivity
Increase your Revenues
Streamline your Costs
Improve your Mobility
Increase Customer Loyalty, Care & Retention
Ease of Growth
Simplify your Administration
Protect your Investment
Get Greater Security
Nortel Technical Solutions
Computer Telephony Interaction
Interactive Voice Response
920-164 Contact Center Manager RIs6.0 I and M
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Test Code : 920-164
Test Name : Contact Center Manager RIs6.0 I and M
Vendor Name : Nortel
Q&A : 57 Real Questions
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Contact Center Manager RIs6.0 I and M education
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