Exam 920-167: NCSS - Contact Center Rls. 6.0 Application Developer  

If you have a Contact Center Rls. 6.0 system in your company, you want the skills to be able to perform call flow design, scripting, and reporting on the system.  To become certified in this, you will haves to pass the 920-167: NCSS - Contact Center Rls. 6.0 Application Developer exam. 

To get an idea of what this test looks like, here is an overview: 

Objectives/Percentage of Exam
Administration and Management 32%
Call Flow Design and Scripting 42%
Networking 26%

In the Administration and Management section you will describe how to add and configure CCMS and Call Center resources to the CCMA component. You will show how to assign Agents and Supervisor/Agents to a CCMS. You will also show how to schedule, run, and interpret CCMS reports. In the Call Flow Design and Scripting section you will describe how to design, write, validate, edit, and perform scripting tasks on CCMS. You will also set up the Event Handler and scripts to trap problems that may occur. You will show how to design scripts to handle variables of all types. You will be given a problem and asked to solve the problem of configuring the Meridian 1/Nortel Communication Server (CS) 1000, CCMS, and Meridian Mail/CallPilot to use advanced voice processing functionality. You will explain the difference between the Voice Prompt Editor, CallPilot Application Builder, Script Variables, and Advanced Voice Processing commands. In the Networking section you will describe Meridian 1/Nortel Communication Server (CS) 1000 hardware and software for the Network ACD for a CCMS. You will need to explain how to configure the Network ACD Day and Night Routing Tables for a CCMS. You will also describe how to use the Network Control Center (NCC) and how to configure network components using the NCC on a CCMS.

As a technician it is to your advantage to get your 920-167 certification, since it will help you gain the skills you need. This way you can prove your value - demonstrate a higher level of performance, knowledge, and expertise.