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Avaya 132-S-712.2 Exam Syllabus Topics:

SectionObjectives
Topic 1: System Operations and Performance Tuning- Performance optimization
  • 1. Call volume optimization techniques
    • 2. Agent utilization and pacing control
      - Monitoring and reporting
      • 1. System health monitoring
        • 2. Campaign reporting and analytics
          Topic 2: Solution Design and Troubleshooting- Design principles
          • 1. Security and compliance in outbound systems
            • 2. Scalability and high availability considerations
              - Issue diagnosis and resolution
              • 1. Common dialing and campaign issues
                • 2. System configuration troubleshooting
                  Topic 3: Proactive Contact Architecture Overview- Integration with Avaya contact center solutions
                  • 1. Data flow and system interfaces
                    • 2. CRM and CTI integration concepts
                      - System components and deployment models
                      • 1. Outbound dialing system components
                        • 2. Proactive Contact server architecture
                          Topic 4: Outbound Campaign Design- List management and segmentation
                          • 1. Customer data handling and import rules
                            • 2. Contact prioritization and segmentation logic
                              - Campaign configuration and strategy
                              • 1. Dialing strategies (predictive, progressive, preview)
                                • 2. Campaign types and use cases

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