Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 88)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Advanced—Dialog that allows incorporation of the following advanced modeling features:
Override Trunk Priority—Check box determines whether or not the priority specified
in the Configuration module will be used for a given contact name.
Override Trunk Priority—Expression used to rank contacts of Contact Name when
queued in a priority queue. If not entered, Priority is “inherited” from Trunk Group
Priority (see Configuration module).
Override Trunk Script—Check box used to indicate whether the Script “inherited”
from Trunk Group Script (see Configuration module) is to be overridden.
[Override Type]—Defines whether the default trunk group script will be overridden
with another script or if the contact will be routed directly to a particular agent queue.
Call Routing Script—Overriding Script, chosen from the list of defined Routing
Scripts. If not specified, Script is “inherited” from Trunk Group Script (see the
“Configuration module” on page 60).
[Agent Type]—Defines whether the overriding agent type is a parent group or basic
agent group.
Agent Group—Name of the overriding agent group to which contacts of Contact
Name will be sent directly to its associated queue.
Parent Group—Name of the overriding parent group to which contacts of Contact
Name will be sent directly to its associated queue.