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| Section | Objectives |
|---|---|
| Contact Center Sales Engineering Fundamentals | - Solution positioning and product portfolio understanding - Nortel Contact Center Rls. 7.0 architecture overview |
| Implementation Considerations | - Scalability and redundancy concepts - Network requirements and infrastructure planning |
| Solution Design for Contact Center | - Customer requirement analysis - Integration with Nortel Communication Server 1000 - High-level system design and sizing |
| Contact Center Applications | - Reporting and analytics basics - ACD and call routing concepts - IVR and self-service solutions |
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