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  • Exam Code: 132-S-720-1
  • Exam Name: Specialist Call Center Implement and Support Elective Exam
  • Last Updated: Sep 02, 2026
  • Q & A: 128 Questions and Answers
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  • Exam Code: 132-S-720-1
  • Exam Name: Specialist Call Center Implement and Support Elective Exam
  • Last Updated: Sep 02, 2026
  • Q & A: 128 Questions and Answers
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Avaya 132-S-720-1 Exam Syllabus Topics:

SectionObjectives
Advanced Features and Optimization- Reporting and analytics
  • 1. Customer experience measurement concepts
    • 2. Operational reports and KPIs
      - Routing optimization
      • 1. Skill-based routing strategies
        • 2. Load balancing and distribution
          Operations and Support- Monitoring and maintenance
          • 1. Performance monitoring and reporting
            • 2. System health checks and logs analysis
              - Troubleshooting
              • 1. Agent connectivity and service issues
                • 2. Common call flow issues
                  Call Center Solution Overview- Contact center deployment models
                  • 1. Inbound vs outbound configurations
                    • 2. Multi-site and distributed environments
                      - Avaya Call Center Architecture and Components
                      • 1. Call routing concepts and flows
                        • 2. Core system components and roles
                          Implementation and Configuration- System setup and provisioning
                          • 1. Agent and skill configuration
                            • 2. Call routing and queue setup
                              - Integration and connectivity
                              • 1. CRM and third-party system integration concepts
                                • 2. Telephony and SIP integration basics

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