Contact Center Design Document (DCDD)

Definition

Contact Center Design Document (CCDD)

the design work product that officially documents the design of a contact (a.k.a., call) center

Objectives

The typical objectives of the contact center design document are to:

• Document the design of a contact center in terms of its hardware, software, and data components.
• Document the relationship between these hardware components.

Benefits

The typical benefits of the contact center design document include that it:

• TBD

Contents

The typical contents of the contact center design document include:

• Layout
• Hardware Components
• Software Components
• Data Components
• Personnel Components
• Appendices:
  • Major Issues
  • TBDs
  • Assumptions

Stakeholders

The typical stakeholders of the contact center design document include that it:

• Producers:
  • Architecture Team
  • Environments Team
• Evaluators:
  • Architecture Inspection Team
• Approvers:
  • Technical Leader
  • Project Manager
  • Customer Representative
• Maintainer:
  • Architecture Team
  • Environments Team
• Users:
  • TBD.

Phases

• Business Strategy: Not Applicable
• Business Optimization: Optionally Started
• Initiation: Optionally Started
• Construction: Completed
• Delivery: Maintained
• Usage: Maintained
• Retirement: Archived

Preconditions

The CCDD can typically be started if the following preconditions hold:

• The initiation phase is started.
• The environments team is staffed.
• The associated conventions (e.g., content and format standard, template) are ready.

Inputs

The CCDD typically has the following inputs:

• Work products:
  • System Requirments Specification
  • Glossary
  • System Architecture Document
• Stakeholders:
  • TBD

Guidelines

• TBD

Conventions

The CCDD is constrained by the following conventions:

• Content and Format Standard
• MS Word Template
• XML DTD Template
• Inspection Checklist

Examples

• Example Data Center Design Document