- Exam Code: 132-S-720-1
- Exam Name: Specialist Call Center Implement and Support Elective Exam
- Certification Provider: Avaya
- Corresponding Certification:Avaya Specialist
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Avaya 132-S-720-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Call Center Architecture & Concepts | - Inbound/outbound call flow principles - ACD routing fundamentals - Avaya call center solution components |
| Implementation & Configuration | - Call center setup and provisioning - Agent and queue management - Skill-based routing configuration |
| Support & Troubleshooting | - Performance and service level analysis - Fault isolation in call center systems - Monitoring and reporting tools |
| Avaya Platform Integration | - Telephony and SIP trunking basics - Integration with Avaya Aura components |
| Operational Best Practices | - Capacity planning and staffing models - Call center optimization strategies |
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