Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 193)

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Other examples
Outbound/blend examples
Any of the preceding examples could easily be imagined to be a pure Outbound contact
center. Instead of contacts coming in and being served by available agents, available
agents are making contacts to outside customers.
A Blended contact center (processing Inbound and Outbound contacts) could be modeled
through careful use of contact priorities and patterns. Outbound contact names would be
assigned a lower priority, and therefore always would be waiting for an available agent to
dial them when no Inbound contacts are waiting.