Instruction manual

Planning a call center
Issue 3 July 2001
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call center
Testing the system
Before your new call center goes live, test the system to make
sure it works the way you expect it to work.
■ With agents available, call each outside number you’ve
created for the call center. Does an agent in the appropriate
hunt group answer?
■ With only one agent available in a hunt group, make
several calls at once to that hunt group. Now that several
calls are in queue, call again and listen to the treatment
your call receives in queue. If you’ve administered an
announcement, do you hear it? Does it play when it’s
supposed to? If there’s a music source, does it play when
it’s supposed to? Do queue warning lamps flash when
they’re supposed do?
■ With all agents in Aux Work, call the hunt group. Does the
call follow the intended path?