Nortel Contact Center Manager, Installation And Maintenance Manual

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560 Contact Center Multimedia/Outbound
Upgrading licenses in your current installation Standard 7.16
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WC_Web_Primary —This primary script is executed for Web
communications contacts. The script passes execution to the
c_Scheduled_Contact_Handler script. Web communications contacts are
pegged against this application in both historical reports and real-time
displays.
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c_Scheduled_Contact_Handler —This script waits the required number
of seconds until the Callback Time and then passes execution to the
c_Queue_Multimedia_Contact script.
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c_Queue_Multimedia_Contact —This script checks if the contact is
queued directly to an agent. If so, the script attempts to queue the contact to
the agent. If the preferred agent is not logged in, the script queues the
multimedia contact to its assigned skillset.
The variables required for the Multimedia script implementation are provided in
the following table.
Variable Name Type Scope Class Default Value
c_contact_type_email_gv contact type global item Email
c_contact_type_outbound_gv contact type global item Outbound
c_contact_type_voice_gv contact type global item Voice
c_contact_type_web_gv contact type global item Web_Communications
c_contact_type_video_gv contact type global item Video
contact_cbdate_cv Date call item 01/01
contact_cbtime_cv Time call item 00:00
callback_nextyear_cv String call n/a NO
contact_agent_cv AGENT_ID call item Any Agent
contact_priority_cv PRIORITY call item 6
contact_skillset_cv SKILLSET call item Any Skillset
contact_queuetype_cv String call n/a NOQUEUE