Cisco Unified Communications System for Contact Center Release 6.0(1)

Determine Your Business Requirements
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Determine Your Business Requirements

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Consider the following factors in your call center:

Collect requirements

Assess user requirements

Identify functionality requirements

Call center operations

Number of sites

Agents and types of services

Types of calls, call treatment, and call handling

Busy hour calls attempts (BHCA) rate

Call flows

Installation and upgrade requirements

Installation and configuration information

Upgrade and migration information

Collecting Requirements

The following are suggested methods to use in gathering information to plan your network:

Assess User Requirements—Users want applications to be available on demand in the network. The chief components of application availability are response time, throughput, and reliability. You can assess user requirements as follows:

Develop community profiles of what different user groups require. Although many users have roughly the same requirements of an electronic mail system, engineering groups using Windows terminals and Sun workstations in an NFS environment have different needs from PC users sharing print servers in a finance department.

Build a baseline for implementing an internetwork by interviewing groups, forming focus groups, or using surveys. Some groups might require access to common servers, while others might want to allow external access to specific internal computing resources. Formal surveys can be used to get a statistically valid reading of user sentiment regarding a particular service level or proposed internetworking architecture.

Conduct a test involving representative users in a lab environment. This is most applicable when evaluating response time requirements. As an example, you might set up working systems and have users perform normal remote host activities from the lab network. By evaluating user reactions to variations in host responsiveness, you can create benchmark thresholds for acceptable performance.

Identify Functionality Requirements—After you understand your internetworking requirements, you can select the specific functionality that fits your environment, such as the level of application availability and the implementation costs for that availability. Fault tolerance and redundancy should be considered also.

Call Center Operations

Review the business case studies in Test Case Studies Opens new window for information on customer business requirements such as number of sites, agent profiles, types of calls, call handling and call treatment options, and sample call flows.

Call Flows

See the Understand Your Call Flows topic.

Planning a System Installation

See the Plan and Prepare for Your System Installation topic.

For installation and configuration checklists and documents, see the Installation and Configuration Checklists topic on the Implement tab.

For a list of installation and configuration documents for the software and hardware components that are part of the Cisco Unified Communications family of contact center products, see the Component Installation and Configuration Guides topic on the Implement tab.

Planning a System Upgrade

See the Plan and Prepare for Your System Upgrade topic.