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Avaya 132-S-712-2 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Compliance and Best Practices | - Do-not-call (DNC) and call suppression rules - Regulatory compliance in outbound calling |
| Topic 2: Campaign Design and Management | - Contact list management and segmentation - Outbound campaign configuration and strategy - Dialing modes (predictive, progressive, preview) |
| Topic 3: System Architecture and Components | - CTI and CRM integration concepts - Dialing engines and campaign management components - Integration with telephony infrastructure |
| Topic 4: Avaya Proactive Contact Fundamentals | - Proactive Contact system positioning in Avaya portfolio - Overview of outbound contact center concepts |
| Topic 5: Reporting and Performance Optimization | - System reporting and analytics usage - Campaign performance metrics and KPIs |
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