Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 159)

9 • C ASE S TUDIES
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S CRIPTS
Since a parent group has been defined for each contact name that encapsulates all valid
servers, the routing scripts are straightforward in the Bank model.
Table 9.12 Script modules—Bank model
Agent Name Checking Servers
Agent Type Parent
Clear Queue when Off-Duty Checked
Members
Agent Group Checking Specialists
Preference 1
Agent Group Savings Specialists
Preference 5
Agent Name Balance Servers
Agent Type Parent
Clear Queue when Off-Duty Checked
Members
Agent Group Savings Specialists
Preference 5
Agent Group Checking Specialists
Preference 5
Module Prompt Entry
Begin Script Script Name Savings Script
Queue for Agent Group Type Parent Group
Parent Group Savings Servers
Selection Rule Uniform by Availability
End Script
Begin Script Script Name Checking Script
Prompt Entry