Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 181)

9 • C ASE S TUDIES
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S CRIPTS
The Teamwork model employs three separate scripts to direct incoming contacts through
the system. The first script, Direct Routing, directs incoming contacts to a receptionist.
After the talk time, there is a 20 percent chance that the contact will be conferenced with
Accounting, if available. Prior to the post-contact work, the contact is directed to either
the Manager script or the Tech script.
The Manager script is a basic script that directs incoming contacts to the manager.
The Tech script directs the incoming contacts to Technical Support. In the main section of
the logic, the contact is disconnected if it is not immediately answered. If the contact is
handled by Technical Support, there is a 20 percent change that the contact will be confer-
enced with Development, if available.
The individual module data for all three scripts are listed below. Refer to Figures 9.7–9.9
below to see how the modules are connected.
Table 9.30 Script modules—Teamwork Model
Module Prompt Entry
Begin Script Script Name Direct Routing
Queue for Agent Group Type Agent Group
Agent Group Receptionist
After Talk Time Logic
Branch Branch Type With
Branching Probability 8
Branch Type Else
Conference Agent Type Agent Group
Agent Group Accounting
Conference Talk Time UNIF(0,1)
Prior to Post Contact
Work Logic
Branch Branch Type With
Branching Probability 8
Branch Type Else
Transfer to Script Script Name Manager Script
Transfer to Script Script Name Tech Script