Nortel Contact Center Manager, Руководство по установке и обслуживанию

Страница: 422 / 1618

422 Contact Center Multimedia/Outbound
Upgrading from SWCP Release 4.0 Standard 7.16
Step 32. Configure the sample multimedia
scripts
Scripts for Contact Center Multimedia correctly route multimedia contacts.
Sample scripts are provided in the scripting application. Nortel recommends that
you integrate these sample scripts with your existing Contact Center Manager
Server scripts so that multimedia contacts are routed correctly; however, you
may need to customize the sample scripts.
For more information about Multimedia scripts, see the Contact Center
Scripting Guide .
The sample scripts demonstrate the following functionality:
„
queuing a contact to a multimedia skillset using the contact
intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY
„
queuing a contact to a multimedia agent using the contact
intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY
„
handling scheduled contacts that have a callback date and timeset using the
contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR
„
queuing contacts that were pulled by an agent using the Agent Desktop
using the contact intrinsic QUEUETYPE
The following sample scripts are included:
„
c_Master_Handles_Multimedia —This script passes execution for
multimedia contacts to the relevant primary script for the contact's type.
Any necessary voice handling sections need to be added in the master
script.
„
EM_Email_Primary —This primary script is executed for e-mail contacts.
The script passes execution to the c_Scheduled_Contact_Handler script. E-
mail contacts are pegged against this application in both historical reports
and real-time displays.
„
OB_Outbound_Primary —This primary script is executed for outbound
contacts. The script passes execution to the c_Scheduled_Contact_Handler
script. Outbound contacts are pegged against this application in both
historical reports and real-time displays.