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Avaya 132-S-720.1 : Specialist Call Center Implement and Support Elective Exam

132-S-720.1

Exam Code: 132-S-720.1

Exam Name: Specialist Call Center Implement and Support Elective Exam

Updated: Aug 04, 2026

Q & A: 128 Questions and Answers

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Avaya 132-S-720.1 Exam Syllabus Topics:

SectionObjectives
Topic 1: Reporting and Optimization- Optimization Techniques
  • 1. Resource utilization improvement
    • 2. Queue optimization
      - Reporting Tools
      • 1. Call center analytics
        • 2. Agent performance reporting
          Topic 2: Call Center Architecture and Fundamentals- Avaya Call Center Components Overview
          • 1. ACD and IVR integration concepts
            • 2. Call routing fundamentals
              - Solution Architecture Design
              • 1. Contact center deployment models
                • 2. Scalability and redundancy planning
                  Topic 3: Operations and Support- Monitoring and Troubleshooting
                  • 1. Call flow diagnostics
                    • 2. Performance monitoring tools
                      - Maintenance
                      • 1. Backup and recovery procedures
                        • 2. System updates and patching
                          Topic 4: Implementation and Configuration- System Setup
                          • 1. Call vectoring and routing configuration
                            • 2. Agent and skill assignment setup
                              - Integration
                              • 1. CRM and database integration
                                • 2. CTI integration basics

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