Nortel Meridian Meridian 1 Scripting Manual page 31
Contact center manager
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- Feature description and administration (1816 pages) ,
- Maintenance manual (504 pages) ,
- Upgrade manual (286 pages)
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October 2007
1.
The incoming voice contact arrives at the switch, where it is directed to a
controlled directory number (CDN). The switch sends a notification about
the voice contact to Contact Center Manager.
2.
Contact Center Manager takes control of the voice contact. The voice
contact begins to follow the path specified in the master script. The master
script determines the contact type based on dialed number identification
service (DNIS), CLID, and other information, and directs the voice contact
to a primary script.
In this example, the master script determines that this is a sales voice
contact. The voice contact is directed to the primary script Sales.
3.
The primary script can now provide treatments to the voice contact: the
voice contact can be queued to a skillset, or the voice contact can be
directed to a secondary script.
In this example, the primary script determines that the caller is interested in
hardware sales. The primary script directs the voice contact to the
secondary script Hardware Sales.
4.
The secondary script can provide additional treatments to the voice contact:
the voice contact can be queued to the appropriate skillset or, if necessary, it
can be directed to another secondary script.
In this example, the secondary script determines that the caller is interested
in purchasing a notebook computer. The primary script queues the voice
contact to the skillset Notebooks.
5.
When an agent in the skillset Notebooks is available, the voice contact is
presented to the agent.
In this example, the voice contact is presented to either Agent 155 or Agent
160, both of whom have the Notebooks skillsets. The voice contact is
presented to the first agent available to handle the voice contact.
What happens if a contact is not queued?
You can take steps to ensure that contacts are queued to the appropriate skillset.
If a contact is not queued to a skillset or to a specific agent when the contact
reaches the end of the script, you can ensure that the contact is queued to a
default skillset.
Scripting Guide for Communication Server 1000/Meridian 1 PBX
Understanding and planning your scripts
31
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