Pending calls support a flexible approach to the way you design a call-entry system. However, the final destination of the pending call is to become part of the call system. To make the most effective use of the pending call-entry tools, you need to understand other call management functions of SSM and how those features apply to pending calls.

You also need to spend time modeling your own business processes carefully so that you understand how to map call-entry features to your requirements.

This section discusses some of the issues you should consider in designing a call-entry system. Topics covered include: