Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 37)

4 • F EATURES
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Contact back is defined in the Contact Back section of the Contact module. It is
described further in this section.
Offered contacts (required)
When an arriving contact is able to secure a trunk line, it is considered to be offered to the
contact center for service. The newly offered contact then begins to follow the routing
logic specified in its associated script.
R ELEVANT MODULES AND RELATED CONCEPTS
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Trunk groups are defined in the Configuration module and associated with a contact
name in the Contact module.
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Scripts are defined by connecting a series of modules located on the Script panel and
are associated with trunk groups in the Configuration module. Contacts either inherit
their routing scripts by default through their associated trunk group or specifically
identify a routing script by overriding the trunk default in the Advanced section of the
Contact module.
Abandoned contacts (optional)
Abandonment occurs when the contactor terminates the contact before reaching an agent.
For each contact name, abandonment may be modeled by specifying a distribution for the
amount of time a contactor will wait prior to abandoning the center. For each contact, a
value is generated from this distribution to determine at what time the contactor will
abandon if not yet connected with an agent.
Once a contact abandons the contact center, it may contact back, depending on the model.
R ELEVANT MODULES AND RELATED CONCEPTS
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Abandonment is defined in the Abandonment section of the Contact module.
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Once defined for a contact, abandonment logic is initiated during Contact Arrival and
Transfer to Script stages of the contact life span that are described in this section.
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Contact back is defined in the Contact Back section of the Contact module. It is
described further in the “Contact back” section below.
Disconnected contacts (optional)
Contacts may be disconnected (i.e., dispatched from the contact center) by their control-
ling routing script.
Once a contact has been disconnected, it may contact back, depending on the model.