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: Jul 31, 2026

Q & A: 128 Questions and Answers

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Avaya 132-S-720.1 Exam Syllabus Topics:

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

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                                    Specialist Call Center Implement and Support Elective Exam

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