Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 151)

9 • C ASE S TUDIES
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S CRIPTS
The following example illustrates the contact control flow in the Bilingual Center case
study. Each call is queued to the appropriate language group according to the contact
name. Note that, through use of parent groups, calls are simultaneously queued to both
member agent groups.
Note: The definitions for both scripts are shown together in the table below. In the template, each
script would be in its own grouping with each of the modules connected in series.
Table 9.5 Script modules—Bilingual Center
C ONTACT MODULE
The following example defines the English and Spanish call types for the Bilingual Center
case study. The two types differ only in terms of associated routing scripts. Talk time is
sampled from a uniform distribution. An abandonment model is indicated, with calls
Members
Agent Group Spanish Only
Preference 5
Agent Group Bilingual
Preference 5
Module Prompt Entry
Begin Script Script Name English Script
Queue for Agent Group Type Parent Group
Parent Group English Servers
Selection Rule Uniform by Availability
End Script
Begin Script Script Name Spanish Script
Queue for Agent Group Type Parent Group
Parent Group Spanish Servers
Selection Rule Uniform by Availability
End Script
Prompt Entry