What are the components of a completed BPD set?

Question

Hello,
As you all are aware BPA suite allows you to create a vast host of diagrams.
My question,
For someone to claim that (s)he has done the COMPLETE set of Business Process Diagrams, aka BPD set,
What components are
a. Mandatory and b. additional/ optional.
Please note that based on the responses I get, I intended to start a SEPERATE thread for EACH kind of diagram to get a more complete feel as to what should be included a PARTICULAR diagram.
For the purposes of these thread I would appreciate we all limiting ourselves to BPMN and
ONLY talk about non-BPMN stuff ( like EPC related diagrams) only when BPMN does not provide for that functionality.
Regards
Sanjiv

Answer 1

In nutshell the typical components of a contact center are:
PBX, where phones can register to and phone calls are delivered
ACD - Automatic call distributor that routes calls based on selected algorithm
IVR - where prompts can be played, calls can be queued
Agent Desktop - application agents login to, this can be 3rd party integration as well and can be thick or thin client
Reporting
Call recording
Speed recognition/text to speech
Social media integration
web and email routing
outbound dialer
Depending on which solution you select from Cisco the architecture is completely different between UCCE vs. UCCX for example, where with UCCE (enterprise) all components are separate and I would suggest reading design guide (SRND) for more details, and UCCX (express) most components can be on single server.