Scenarios are sets of instructions used by the Soft Switch to determine how calls of different types should be handled. If your call center provides the same set of services to all clients, and all agents can answer all calls, you may only need to define a single Scenario. However, most call centers require multiple Scenarios, each providing a different set of services for clients with distinct and separate needs. Scenarios are defined at
Visual Dialplan > Scenario List. But note: Startel normally defines Scenarios for you.