Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 129)

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E XAMPLE 2—Q UEUEING WITH MESSAGE OPTION
A common script in contact centers that takes messages during periods of high demand
will queue for an agent, but will take a message if the contact has not been served within a
certain period of time.
1. Begin Script
2. Queue for Agent: Volunteers
3. Wait: 2
4. Remove from Queue
5. Message: 0.5
6. End Script
E XAMPLE 3—B ASIC OVERFLOW
The overflow of contacts from one group or location to another is an increasingly
common routing script feature. The most basic case of overflow is illustrated in the
following script where a contact is queued to a specialist group, where it waits for a period
of time, and is then overflowed to all potential servers if not yet served.
1. Begin Script
2. Queue for Agent: IRA specialists
3. Wait: 2
4. Overflow: IRA Specialists to General Customer Service
5. Queue for Agent: General Customer Service (Selection rule: uniform by availability)
6. End Script
Note that the Queue for Agent module must be placed following the Overflow module.
Also, in this example, the IRA specialists where the contact is initially queued is an agent
group, while the overflow group (general customer service) is a parent group containing
the IRA specialists group as a member. This is a common model structure in overflow
cases. In this way, the contact will be served as soon as possible by a general agent, but
may still chance upon a specialist.