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