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Updated: Aug 10, 2026
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Avaya 132-S-720.1 Exam Overview:
| Certification Vendor: | Avaya |
| Exam Name: | Avaya Specialist Call Center Implement and Support Elective Exam |
| Exam Number: | 132-S-720.1 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Real Exam Qty: | 60-70 |
| Exam Format: | Multiple choice questions, Scenario-based questions |
| Related Certifications: | Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) Avaya Call Center Solutions Certifications |
| Sample Questions: | Avaya 132-S-720.1 Sample Questions |
| Exam Way: | Proctored certification exam via Avaya authorized testing providers or online proctoring platforms (availability varies) |
| Pre Condition: | Recommended knowledge of Avaya Aura Contact Center or similar contact center platforms and basic telephony concepts |
Avaya 132-S-720.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Optimization | - Optimization of agent utilization and routing efficiency - Call center reporting tools - Performance metrics and KPIs |
| Topic 2: Call Flow Design | - Designing call flows and scripts - IVR configuration and integration - Queue management and load balancing |
| Topic 3: Avaya Call Center Architecture | - Call routing and distribution concepts - Overview of Avaya contact center solutions - System components and integrations |
| Topic 4: System Support and Maintenance | - System logs and diagnostics - Troubleshooting call routing issues - Monitoring call center performance |
| Topic 5: Implementation and Configuration | - Agent and skill configuration - Initial setup of Avaya call center systems - Routing strategies and vectoring basics |
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