Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 160)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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C ONTACT MODULE
The definitions for contact names in the bank model are all basically parallel. There are
minor differences in expected handle time. Each call is associated with its own custom
routing script.
Table 9.13 Contact module—Bank model
Queue for Agent Group Type Parent Group
Parent Group Checking Servers
Selection Rule Uniform by Availability
End Script
Begin Script Script Name Balance Script
Queue for Agent Group Type Parent Group
Parent Group Balance Servers
Selection Rule Uniform by Availability
End Script
Prompt Entry
Contact Name Savings (Checking, Account Balance)
Pattern Savings Pattern (Checking Pattern, Account Balance Pattern)
Expected Talk Time 5 (Savings,Checking) or 1 (Account Balance)
Trunk Group Central Trunks
Advanced
Override Trunk Script Checked
(Override Type) Script
Routing Script Savings Script (Checking Script, Balance Script)
Module Prompt Entry