Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 53)

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Select File > Template Panel > Attach. From the resulting dialog, browse for and select
the file called ContactData.tpo and click on the Open button. A panel containing the
Contact Data modules appears. Execute the same steps again, this time selecting the file
called Script.tpo. This will attach the Script panel.
D EFINING PLANNING HORIZON AND CONTACT CENTER INFRASTRUCTURE —
T HE C ONFIGURATION MODULE
As described in the model overview, the radio telethon will run for one week. The basic
phone system at the radio station will be used to handle incoming donor calls. To
represent these items within the Arena Contact Center environment, a Configuration
module is employed.
To place a Configuration module in the model, click on the Configuration module on the
Contact Data panel, drag and then drop the module in the desired position within the
model window. Double-click on the resulting module to open the module dialog.
When the module opens, you will notice a drop-down list for defining the planning
horizon. Fill out this dialog to match the inputs in Figure 5.2. Below these items you will
see the trunk definition’s scroll list with Add, Edit, and Delete buttons to the right. This is
known as a repeat group and enables you to enter multiple items (in this case, trunk group
definitions). To add an item to the repeat group, click on the Add button and fill out the
resulting dialog, as in Figure 5.3. The Delete button is used to remove items from repeat
groups, while an item is edited by highlighting the item within the scroll list and clicking
on the Edit button. Many Contact Data and Script panel modules contain one or more
repeat groups, which are completed in a similar manner.
Figure 5.2 Configuration module main dialog