Rockwell-automation Arena Contact Center Edition Users Guide User Manual Page 118
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ARENA CONTACT CENTER EDITION USER’S GUIDE
110
• • • • •
Transfer to Script module
D
ESCRIPTION
This module shifts the routing control to another script.
P
ROMPTS
Script Name—Name of the routing script to which the contact will be transferred.
Release Trunk Group—Option to indicate that the current trunk group should be released.
R
EMARKS
The Transfer to Script module is used to simplify routing scripts by separating common
elements and functions so they may be executed as subroutines by multiple scripts. It may
also be useful in matching the design of the actual routing scripts in the phone switching
system.
If Release Trunk Group is selected, the destination Begin Script module must specify a
trunk group to seize. An error will be generated if this is not defined.
E
XAMPLE
This example would cause a contact’s routing control flow to be transferred to the
Advanced script for continued processing.
Prompt Valid Entry Default
Script Name Symbol Name [Script] Script 1
Release Trunk Group Checked, Unchecked Unchecked
Prompt Entry
Script Name Advanced
Release Trunk Group Unchecked
- Contact Center 1
- Contents 3
- 4 • Features 27 4
- 5 • Getting Started 41 5
- 6 • The Contact Data Panel 59 5
- 7 • The Script Panel 99 6
- 8 • Reports 123 6
- Index 193 7
- 9 • Case Studies 137 7
- A • Reserved Words 187 7
- B • Reports 189 7
- Intended audience 9
- Simulation of contact centers 9
- • • • • • 10
- Where can I go for help? 12
- Reference the user’s guides 12
- Explore our examples 12
- Get help 12
- Use the SMARTs library 13
- Get phone support 13
- Get Web support 14
- Get training 14
- Get consulting services 14
- Contact us 14
- Introduction to Simulation 15
- Advantages of simulation 17
- The simulation process 18
- Experimental design 22
- Input data 23
- Verification and validation 24
- References 26
- General Concepts 27
- Planning horizon 28
- Timeslots 28
- Contact types 29
- Data sources 29
- Arrival pattern 29
- Trunk Groups 30
- Routing Scripts 30
- Agent Skill Sets 31
- Schedules 31
- Agent Groups 31
- Parent Groups 32
- Animation 32
- Features 35
- Contact arrival (required) 36
- Blocked contacts (required) 36
- Offered contacts (required) 37
- Abandoned contacts (optional) 37
- Handled contacts (required) 38
- Talk time (required) 39
- Conference (optional) 39
- Transfer (optional) 40
- After-contact work (optional) 40
- Contact back (optional) 41
- Queue behavior 41
- Queue construction 42
- Queue ranking 42
- Agent selection 43
- Skill-based routing 44
- Routing script construction 44
- Begin Script 44
- Queue for Agent 44
- Getting Started 49
- Panels and modules 50
- Model overview 52
- Model construction 52
- Running the model 64
- Conclusions 64
- The Contact Data Panel 67
- Configuration module 68
- Schedule module 71
- Pattern module 76
- Agent module 79
- Contact module 86
- Animate module 94
- Report module 102
- The Script Panel 107
- Queue for Agent module 109
- Remove from Queue module 111
- Wait module 112
- Priority module 113
- Message module 114
- Disconnect module 116
- Overflow module 117
- Transfer to Script module 118
- Transfer to Agent module 119
- Conference module 120
- Branch module 122
- Assignment module 126
- End Script module 127
- Script restrictions 128
- 8 • Reports 131
- Agents and Trunks report 132
- Trunk Summary 132
- Agent Summary 132
- Contact Times 133
- Contact Counts 134
- Other Contact Data 135
- Case Studies 145
- Example 2—Bank model 152
- Example 5—Teamwork model 175
- Example 6—Multi-site model 184
- Other examples 193
- Outbound/blend examples 193
- Reserved Words 195
- Agent and Trunks 197
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