• List of users to be loaded

  • Identify users who will be Supervisors/Managers for Contact Center

  • Desired IVR design

  • List of recognized holidays

  • Desired hours of operation for Contact Center

  • Choose the time zone to control monitoring/reporting and hours

  • Decide what the team structure is, if there is more than one team

  • An IVR to be built

  • The agents loaded into the CONTROL PANEL

  • What queues or groups of queues agents should answer, and at what priority

  • Know the scripts for the different prompts to be played in the IVR, and record them

  • Decide whether to track any custom activities for the agents

  • Download the software onto the agents’ desktops