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

  • Exam Code: 922-062
  • Exam Name: Nortel Contact Center RIs. 7.0 SCE Scripting
  • Updated: Oct 13, 2026
  • Q & A: 100 Questions and Answers

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Nortel 922-062 Exam Syllabus Topics:

SectionObjectives
Topic 1: Contact Center Routing and Interaction Handling- Interaction handling
  • 1. IVR interaction flows
    • 2. Customer input handling and branching logic
      - Call routing logic
      • 1. Queue management strategies
        • 2. Skill-based routing concepts
          Topic 2: 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
                  Topic 3: Contact Center SCE Scripting Fundamentals- Scripting tools and interfaces
                  • 1. SCE scripting environment overview
                    • 2. Script editing and deployment processes
                      - Scripting architecture and components
                      • 1. Call flow logic in contact center environments
                        • 2. Script flow design principles
                          Topic 4: 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

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