- Exam Code: 132-S-720.1
- Exam Name: Specialist Call Center Implement and Support Elective Exam
- Updated: Sep 30, 2026
- Q & A: 128 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Maintenance & Troubleshooting | 20% | - Log analysis and error resolution - Diagnosing common issues - System health checks and monitoring - Troubleshooting routing and call flow problems |
| Topic 2: Avaya Aura Call Center Elite Architecture & Features | 25% | - Integration with Avaya communication platforms - Core features and capabilities - System components and architecture |
| Topic 3: Call Management System (CMS) Administration | 25% | - Report configuration and management - Real-time monitoring and data analysis - User access and permissions - CMS installation and setup |
| Topic 4: Configuration & Implementation | 30% | - Agent configuration and functionality - Routing strategies and advanced routing - Call vectoring setup and configuration - Feature activation and customization |
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