Instruction manual

Contents
Send feedback: [e-mail] Issue 3 July 2001
Understanding call centers
■ What is a call center? 73
■ Planning a call center 74
Setting up the call flow 75
Testing the system 77
Monitoring your call center 78
Viewing system capacity 79
■ Understanding Automatic Call Distribution 79
Enhancing an ACD system 80
Selecting a call management system 81
Glossary 85
Index 93
Helpful Avaya Customer Catalogs inside back cover