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

  • Exam Code: 132-S-720.1
  • Exam Name: Specialist Call Center Implement and Support Elective Exam
  • Updated: Aug 25, 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. CTI integration basics
    • 2. CRM and database integration
      - System Setup
      • 1. Call vectoring and routing configuration
        • 2. Agent and skill assignment setup
          Topic 2: 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 3: 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 4: Reporting and Optimization- Optimization Techniques
                          • 1. Resource utilization improvement
                            • 2. Queue optimization
                              - Reporting Tools
                              • 1. Agent performance reporting
                                • 2. Call center analytics

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