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Avaya Specialist Call Center Implement and Support Elective : 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 16, 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. Operational reports and KPIs
    • 2. Customer experience measurement concepts
      - Routing optimization
      • 1. Skill-based routing strategies
        • 2. Load balancing and distribution
          Topic 2: Operations and Support- Troubleshooting
          • 1. Agent connectivity and service issues
            • 2. Common call flow issues
              - Monitoring and maintenance
              • 1. Performance monitoring and reporting
                • 2. System health checks and logs analysis
                  Topic 3: 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. Call routing and queue setup
                        • 2. Agent and skill configuration
                          Topic 4: Call Center Solution Overview- Contact center deployment models
                          • 1. Inbound vs outbound configurations
                            • 2. Multi-site and distributed environments
                              - Avaya Call Center Architecture and Components
                              • 1. Core system components and roles
                                • 2. Call routing concepts and flows
                                  132-S-720-1 Related Exams
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                                  Related Certifications
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