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920-119 Symposium Call Center TAPI/Agent (Retiring Dec 31, 2006)

NCSS - Symposium Call Center TAPI/Agent

Exam Objectives:
Symposium TAPI Service Provider for Meridian 1
Symposium Agent 2.3

Environment
(8% of exam)
Symposium TAPI 2.3
Demonstrate an understanding of the networking environment and components necessary for a Symposium TAPI 2.3 installation.
Symposium Agent 2.3
Demonstrate an understanding of the environment and components necessary for a Symposium Agent 2.3 installation.

Hardware and Software Installation
(17% of Exam)
Symposium TAPI 2.3
Given the hardware, operating system and application dependencies, calculate the platform pre-requisites for Symposium TAPI 2.3.
Perform the application software installation within identified Symposium TAPI 2.3 platform requirements.

Symposium Agent 2.3
Given the hardware, operating system and application dependencies, calculate the platform pre-requisites for Symposium Agent 2.3.
Perform the application software installation within identified Symposium Agent 2.3 platform requirements.

System Configuration
(20% of Exam)
Initial configuration
Assemble the data needed for initial configuration and maintenance of Symposium TAPI 2.3.
Assemble the data needed for initial configuration and maintenance of Symposium Agent 2.3.

Symposium TAPI 2.3 configuration
Configure the necessary Symposium TAPI 2.3 components to the hardware that interfaces with SCCS 4.2 to deliver customer service requirements.

Symposium Agent 2.3 configuration
Configure the necessary Symposium Agent 2.3 components to the hardware that interfaces with SCCS 4.2 to deliver customer service requirements.

Verification
Perform systems acceptance tests for Symposium TAPI 2.3 and Symposium Agent 2.3 configurations.

Problem Identification
(10% of Exam)
Symposium TAPI 2.3
Given a Symposium TAPI 2.3 installation problem scenario, solve the malfunction by applying diagnostic tools and methods.

Symposium Agent 2.3
Given a Symposium Agent 2.3 installation problem scenario, solve the malfunction by applying diagnostic tools and methods.

Maintenance
(11% of Exam)
Symposium TAPI 2.3 and Agent Configuration Database Management
Perform the backup procedure for database configurations for Symposium TAPI 2.3 and Symposium Agent 2.3.

Software Upgrades/Patches
Given a description for a software upgrade/patch select the appropriate actions to be taken to complete the upgrade for Symposium TAPI 2.3 and Symposium Agent 2.3.

Removing TAPI and Symposium Agent 2.3
Given a description for a software uninstall select the appropriate actions to be taken to complete the removal of Symposium TAPI 2.3 and Symposium Agent 2.3.

Architecture
(21% of Exam)
Networking
Apply knowledge of the Symposium TAPI 2.3 and Symposium Agent 2.3 networking environment to optimize application performance over a network.
Given a description of a fault related to the network architecture of Symposium TAPI 2.3 or Symposium Agent 2.3, apply troubleshooting techniques to identify and resolve the problem.
Describe the relationship between TAPI Service Provider and SCCS, Networked TAPI and the Meridian 1 switch.
Explain how third party applications interact with Nortel Networks network components.

Custom Configurations
(9% of Exam)
General
Explain what system prerequisites or conditions must be met in order for a custom configuration of Symposium TAPI 2.3 or Symposium Agent 2.3 to proceed.

Symposium TAPI 2.3
Perform a custom configuration of TAPI and third party applications according to customer specifications and requirements.

Symposium Agent 2.3
Perform Symposium Agent 2.3 software custom configurations, regarding call rules, web technologies and database integration, according to customer specifications and requirements.

Product Integration
(4% of Exam)
Product Integration
Given a problem involving configuration system integration across product boundaries and applicable industry standard technologies, apply troubleshooting techniques to identify and/or resolve the problem.

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