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Nortel 922-062 exam : Nortel Contact Center RIs. 7.0 SCE Scripting

922-062 Exam Questions
  • Exam Code: 922-062
  • Exam Name: Nortel Contact Center RIs. 7.0 SCE Scripting
  • Updated: Aug 14, 2026
  • Q & A: 100 Questions and Answers

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Nortel 922-062 Exam Syllabus Topics:

SectionObjectives
Topic 1: Contact Center SCE Scripting Fundamentals- Scripting architecture and components
  • 1. Call flow logic in contact center environments
    • 2. Script flow design principles
      - Scripting tools and interfaces
      • 1. Script editing and deployment processes
        • 2. SCE scripting environment overview
          Topic 2: Contact Center System Integration- Application integration
          • 1. Database and CRM integration basics
            • 2. External service interaction within scripts
              - Telephony integration
              • 1. Call control events handling
                • 2. PBX integration concepts
                  Topic 3: Contact Center Routing and Interaction Handling- Call routing logic
                  • 1. Skill-based routing concepts
                    • 2. Queue management strategies
                      - Interaction handling
                      • 1. Customer input handling and branching logic
                        • 2. IVR interaction flows
                          Topic 4: Troubleshooting and Optimization- Performance optimization
                          • 1. Reducing system latency in routing decisions
                            • 2. Call flow efficiency improvements
                              - Script debugging
                              • 1. Log analysis and diagnostics
                                • 2. Error handling in scripts

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