Exam Name: Specialist Call Center Implement and Support Elective Exam
Certification Provider: Avaya
Corresponding Certification: Avaya-Certification
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Avaya 132-S-720.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Call Management System (CMS) Administration | 25% | - CMS installation and setup - Real-time monitoring and data analysis - User access and permissions - Report configuration and management |
| Topic 2: Avaya Aura Call Center Elite Architecture & Features | 25% | - Integration with Avaya communication platforms - System components and architecture - Core features and capabilities |
| Topic 3: Maintenance & Troubleshooting | 20% | - Log analysis and error resolution - System health checks and monitoring - Troubleshooting routing and call flow problems - Diagnosing common issues |
| Topic 4: Configuration & Implementation | 30% | - Feature activation and customization - Agent configuration and functionality - Call vectoring setup and configuration - Routing strategies and advanced routing |
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