Consider the following factors in your call center:
•
Call center operations
–Number of sites
–Agents and types of services
–Types of calls, call treatment, and call handling
–Busy hour calls answered (BHCA) rate
•Call flows
•Installation and upgrade requirements
–Installation and configuration information
–Upgrade information: Planning an upgrade
Call Center Operations
Review the business case studies in Test Case Studies 
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 Understanding Call Flows topic.
Planning a New System Installation
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 an Upgrade
See the Planning Your System Upgrade topic.