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Avaya 132-S-720-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Operational Best Practices | - Capacity planning and staffing models - Call center optimization strategies |
| Topic 2: Call Center Architecture & Concepts | - Inbound/outbound call flow principles - Avaya call center solution components - ACD routing fundamentals |
| Topic 3: Support & Troubleshooting | - Fault isolation in call center systems - Performance and service level analysis - Monitoring and reporting tools |
| Topic 4: Avaya Platform Integration | - Telephony and SIP trunking basics - Integration with Avaya Aura components |
| Topic 5: Implementation & Configuration | - Skill-based routing configuration - Call center setup and provisioning - Agent and queue management |
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