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In the Plan phase, you assess your readiness to support a proposed solution. Planning continues the needs analysis begun in the Prepare phase, with the goal of producing a high-level project plan and the initial site survey.
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Before You Begin
Understand the features and functions of contact center applications. Start with the Planning Concepts and the System Release Notes . Then review the business requirements, deployment models, and sites to understand the options that are available for your specific environment.
When You Are Done
You have defined and created the following:
•A comprehensive list of components and applications that match the requirements
•A project plan based on those requirements including a proposed, high-level design
Major Concepts and Tasks in This Process
•Define Case Studies