Contact Center Architecture Document

Definitions

Contact Center Architecture Document (CCAD)

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

Objectives

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

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

Benefits

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

• Improves installation the components in the contact center.
• Simplifies creation of a backup contact center as part of disaster recovery.

Contents

The typical contents of the contact center architecture document include:

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

Stakeholders

The typical stakeholders of the contact center architecture document include:

• Producers:
  • Architecture Team
• Evaluators:
  • Architecture Inspection Team
• Approvers:
  • Technical Leader
  • Project Manager
  • Customer Representative
• Maintainer:
  • Architecture Team
• Users:
  • Environments Team, who use it to build the contact center.
  • User Support Team, who use it to understand the layout of the contact center in which they will work.

Phases

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

Preconditions

The contact center architecture document can typically be started if the following preconditions hold:

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

Inputs

The contact center architecture document typically has the following inputs:

• Work products:
  • System Requirments Specification
  • Glossary
  • System Architecture Document
• Stakeholders:
  • User Support Team

Guidelines

• TBD

Conventions

The contact center architecture document is typically constrained by the following conventions:

• Work Flow
• Content and Format Standard
• MS Word Template
• XML Template
• Inspection Checklist

Examples

• Example Data Center Architecture Document