Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 114)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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R EMARKS
If the contact is already waiting in queue when a Priority action is processed, the contact
will be re-ranked within the queue based on its updated priority. If the contact is not in
queue, its updated priority will be used for ranking when it enters a queue. After priority
adjustment is complete, the routing control flow proceeds to the next module in the script.
When removed from the queue, the active priority of the contact reverts to the priority it
had upon entering the queue.
Note that the smaller the priority value, the higher the contact ranks in importance. There-
fore, when the priority is increased in importance, the value of the priority attribute is
decreased numerically.
E XAMPLE
This example increases the priority of the contact by 2.
Message module
D ESCRIPTION
This module allows a contact to leave a message, possibly generating a contact return.
P ROMPTS
Message Wait Time—Amount of time to leave a message.
Disable Contact Back—Disable the option for messaged contacts to contact back (re-enter
the system).
Prompt Entry
Priority Change Increase
Increase Priority by 2