> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/readme.md).

# Contact center configuration

Plan and configure contact center settings, people, routing, reusable assets, callflows, and outbound dialing.

Use this section after the service and contact center already exist. It maps the configuration work from contact center settings through people, queues and routing, reusable assets, and callflow design.

## Before you start

Before working through this package, make sure:

* the service and contact center already exist
* the applicable initial setup and telephony work is complete
* the administrator can open the contact-center configuration surfaces used in this section

## Core configuration route

Work through the foundations in this order:

1. Review [Service and Contact Center Settings](/contact-center-configuration/service-and-contact-center-settings.md).
2. Configure [agents and supervisors](/contact-center-configuration/manage-agents-and-supervisors.md) and the relevant [reason codes](/contact-center-configuration/manage-reason-codes.md).
3. Define [queues, skills, and routing](/contact-center-configuration/queues.md).
4. Prepare [reusable assets and routing objects](/contact-center-configuration/reusable-assets-routing-objects.md).
5. [Plan and build the callflow](/contact-center-configuration/building-your-callflow.md), then follow the SharePoint or Dialogue Studio path used by the customer environment.

The generic callflow pages organize shared planning topics. They are not a third implementation path and do not imply that the SharePoint and Dialogue Studio paths have equivalent behavior or feature coverage.

## Optional or advanced paths

Use these areas when they are part of the approved contact center design:

* [Callback journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md) and [quality monitoring](/contact-center-configuration/building-your-callflow/quality-monitoring.md)
* reusable [canned responses](/contact-center-configuration/reusable-assets-routing-objects/manage-canned-responses.md) and [call classifications](/contact-center-configuration/reusable-assets-routing-objects/manage-call-classifications.md)
* advanced Dialogue Studio nodes, patterns, maintenance, and troubleshooting under [Build with Dialogue Studio](/contact-center-configuration/building-your-callflow/via-dialogue-studio.md)
* [outbound dialing configuration](/contact-center-configuration/manage-outbound-dialing.md); live call-list work is routed to Operate

Dialogue Studio integration guides remain in [Channels & integrations](https://atlas.anywhere.now/channels-integrations/), alongside the systems and channels they connect.

## Validate the configuration

Before handing over the contact center:

* review the selected implementation path and its prerequisites
* test the intended entry, routing, queue, and exit journey
* confirm reusable assets resolve in each tested path
* validate any optional or advanced configuration included in the design
* record the operational owner and onward support route

## Continue

* Go to [Channels & integrations](https://atlas.anywhere.now/channels-integrations/) to connect channels, agent tooling, CRM systems, and Dialogue Studio integrations.
* Go to [Use the apps](https://atlas.anywhere.now/use/) for agent, supervisor, and reporting workflows.
* Go to [Operate & support](https://atlas.anywhere.now/operate/) for live operations, maintenance, diagnostics, recordings, and support.


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