Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 93)

6 • T HE C ONTACT D ATA P ANEL
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R EMARKS
Note that the Talk Time field in the main dialog of the Contact module requires a
numerical input representing the mean of an exponential delay distribution. On the other
hand, any Time field in the Contact Back, Abandonment, or Advanced sections requires a
statistical distribution or constant to be specified for that time value.
In the event of contact back, the priority of the contact will be reset as though it were a
new contact (i.e., the contact is not credited for any priority adjustments that occurred in a
previous visit to the contact center).
A contact return is generated when a contact executes a Message module.
Preemption of and by contacts only occurs in the Queue for Agent module of the Script
panel. Preemption does not occur for outbound, transferred, or conferenced contacts.
Animation of preempted contacts can be made available by placing an animated storage
and naming the storage Agent Group_STO.
Logic modules may be connected to a contact module if the “Allow contact creation via
external logic” check box is checked. When this happens, a single contact is created and
sent to its assigned routing script. The original entity that triggered the contact creation
continues to the next logic module. For more information on using this feature, see
CSmart21.
Outbound Contacts
Pre Work Expression (Distributions) 0.0
Connection Time Expression (Distributions) 0.0
Probability of
Connection 0<=Expression<=1 1
Max Number of
Attempts Integer>=1 1
Time Between
Attempts Expression (Distributions) 0.0
Prompt Valid Entry Default