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

Exam Code: 132-S-720.1

Exam Name: Specialist Call Center Implement and Support Elective Exam

Updated: Nov 04, 2026

Q & A: 128 Questions and Answers

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Avaya 132-S-720.1 Exam Syllabus Topics:

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

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