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Avaya Avaya-Certification 132-S-720.1

132-S-720.1

Exam Code: 132-S-720.1

Exam Name: Specialist Call Center Implement and Support Elective Exam

Updated: Aug 04, 2026

Q & A: 128 Questions and Answers

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Avaya 132-S-720.1 Exam Syllabus Topics:

SectionObjectives
Topic 1: Reporting and Optimization- Reporting Tools
  • 1. Call center analytics
    • 2. Agent performance reporting
      - Optimization Techniques
      • 1. Resource utilization improvement
        • 2. Queue optimization
          Topic 2: 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 3: 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 4: Call Center Architecture and Fundamentals- Solution Architecture Design
                          • 1. Contact center deployment models
                            • 2. Scalability and redundancy planning
                              - Avaya Call Center Components Overview
                              • 1. Call routing fundamentals
                                • 2. ACD and IVR integration concepts
                                  132-S-720.1 Related Exams
                                  132-S-916.2 - Avaya Specialist - IP Office Implement and Support Elective Exam
                                  31861X - Avaya OneCloud™ UCaaS Design Certified Exam
                                  132-S-815.1 - Specialist Modular Messaging with Avaya Message Store Implement and Support Elective Exam
                                  3480X - Avaya Oceana® Solution Design Exam
                                  6209 - Avaya Aura Contact Center CCT and Multimedia Implementation Exam
                                  132-S-720.1 - Specialist Call Center Implement and Support Elective Exam
                                  Related Certifications
                                  Avaya ACSS
                                  ACIS Avaya Aura Contact Center
                                  Avaya CallPilot
                                  Avaya ASAC
                                  Avaya Certified Support Specialist
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