This presentation will cover the art and science of creating a sound call center design utilizing advanced call routing administrative tools available in the Avaya Call Center Elite software combined with business consulting techniques to hone your discovery sessions with stakeholders. Avaya Call Center software has powerful programming tools such as Variables for Vectors and VDN’s as well as Sub Routines which can be deployed to improve efficiencies for contact center administrators responsible for call flow.  Often, we find that the administrators are so busy keeping up with the day-to-day demands of their jobs, that they do not have time to learn and practice using some of these advanced design techniques. This session will give them 90 minutes of time devoted to witnessing how one of their peers has used this technology to her advantage.