Nortel Contact Center Manager, Руководство по установке и обслуживанию

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768 Contact Center Multimedia/Outbound
Migrating Contact Center 6.0 to a new server Standard 7.16
Step 26. Configure the sample multimedia
scripts
You configured the sample multimedia scripts in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
changing the scripts in your contact center, then proceed to Step 27. “Add the
Multimedia Server to CCMA for reporting” on page 772.
Scripts for Contact Center Multimedia are used to correctly route multimedia
contacts. Sample scripts are provided in the scripting application. It is
recommended that you initially integrate these sample scripts with your existing
Contact Center Manager Server scripts. Once complete, multimedia contacts are
routed correctly; however, the sample scripts may need to be customized to
better suit the individual needs of Contact Center Multimedia.
For more information about Multimedia scripts, see 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.