Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 120)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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R EMARKS
The Transfer to Agent module is for use within the Queue for Agent module only. The
Queue for Agent module has three Advanced features that allow external logic to be
specified at three different times: After Seizing Agent, After Talk Time, and Prior to Post
Contact Work. The Transfer to Agent module must be used with the Prior to Post Contact
Work option. By connecting this module to the special exit point created for the advanced
Queue for Agent option, a contact can be directed to another agent after the first agent’s
tasks are complete.
If the requested transfer agent is not available, the transfer will not be completed.
Multiple-agent transfer can be modeled by connecting a series of Transfer to Agent
modules together. The original agent is released before the contact is transferred to the
next agent. Each transfer is performed in series. Therefore, the primary agent does not
participate in the next (transfer) agent’s activities, and so on.
E
XAMPLE
This example transfers a contact from the current agent group to the Manager Agent
Group (if available). The talk time incurred by the manager is represented by a uniform
distribution with a minimum of 3 and a maximum of 5 minutes.
Conference module
Prompt Entry
(Group Type) Agent Group
Agent Group Manager
Transfer Talk Time UNIF(3,5)