Instruction manual

Issue 3 July 2001 73Send feedback: [e-mail]
call center
Understanding call centers
This section introduces you to inbound call centers. It shows how
to set up a simple inbound call center and lists things to consider
as you plan and design your center.
What is a call center?
A call center is a way of organizing people and equipment to
achieve particular business goals. For example, you can use a call
center to make several people accessible through one number or
to handle multiple calls simultaneously. Call centers work by
organizing staff (called agents) with specific functions or
expertise into hunt groups.
Call centers use some of the features covered in other chapters of
this book: hunt groups, announcements, vectors, and VDNs. In
this section, we’ll show you how these features work together in a
call center.