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 | - ACD routing fundamentals - Inbound/outbound call flow principles - Avaya call center solution components |
| Operational Best Practices | - Capacity planning and staffing models - Call center optimization strategies |
| Avaya Platform Integration | - Integration with Avaya Aura components - Telephony and SIP trunking basics |
| Implementation & Configuration | - Call center setup and provisioning - Skill-based routing configuration - Agent and queue management |
| Support & Troubleshooting | - Performance and service level analysis - Fault isolation in call center systems - Monitoring and reporting tools |
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