Nortel Meridian Meridian 1 Scripting Manual page 30

Understanding and planning your scripts
The process of call routing and providing call treatment
When a contact enters Contact Center Manager, the contact starts running the
master script. Typically, the master script routes contacts and provides
treatments based on the incoming contact information. The master script directs
the contact to primary scripts based on this information. For example, if a calling
line identification (CLID) number for a voice contact is determined to be on the
list of VIP callers, the call can be queued to an agent or skillset reserved for calls
requiring preferential treatment.
Additionally, such items as time of day, day of the week, date, or contact center
activity are used to determine how the contact is handled.
Example of voice contact routing
The following illustration shows how a typical voice contact is handled when it
enters a contact center. The text following the illustration explains what happens
at each step in the call flow process.
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Standard 8.04
Contact Center Manager