Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 60)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Following the basic agent definition, the only remaining task is to define the handling
skills for the volunteers. This is done by clicking on the Talk Time button, which exposes
a dialog containing a repeat group in which a list of contact names and associated
handling characteristics is generated. Since there is only a single contact name in the
Telethon model, we will only need to make one entry. To do this, click on Add to reveal
the dialog shown in Figure 5.10, select Donor from the list of contact names and click
OK to close the dialog and preserve the default talk and conference-time multipliers.
Figure 5.10 Agent module—Talk Time contact names
This completes the basic agent group definition, so click OK in each of the open dialogs
to accept the module into the simulation model.
D EFINING THE ROUTING LOGIC —T HE S CRIPT PANEL
Donor calls start the phones ringing at the radio station. If not answered, the calls will roll
over to voice mail after two minutes. The functionality of the phone switching system is
specified by creating a script using a series of modules from the Script panel.
Place a Begin Script module within the model window and open the main dialog. You will
see a field for the script name. Select Direct Routing from the drop-down list as shown in
Figure 5.11 and click OK.
Figure 5.11 Begin Script module main dialog