Avaya 132-S-720-1 : Specialist Call Center Implement and Support Elective Exam

132-S-720-1 real exams

Exam Code: 132-S-720-1

Exam Name: Specialist Call Center Implement and Support Elective Exam

Updated: Aug 08, 2026

Q & A: 128 Questions and Answers

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Avaya 132-S-720-1 Exam Syllabus Topics:

SectionObjectives
Topic 1: 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
          Topic 2: Operations and Support- Monitoring and maintenance
          • 1. Performance monitoring and reporting
            • 2. System health checks and logs analysis
              - Troubleshooting
              • 1. Common call flow issues
                • 2. Agent connectivity and service issues
                  Topic 3: Call Center Solution Overview- Avaya Call Center Architecture and Components
                  • 1. Call routing concepts and flows
                    • 2. Core system components and roles
                      - Contact center deployment models
                      • 1. Multi-site and distributed environments
                        • 2. Inbound vs outbound configurations
                          Topic 4: Implementation and Configuration- Integration and connectivity
                          • 1. CRM and third-party system integration concepts
                            • 2. Telephony and SIP integration basics
                              - System setup and provisioning
                              • 1. Agent and skill configuration
                                • 2. Call routing and queue setup

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