Nortel Meridian Meridian 1 Scripting Manual page 652

Scripting for Multimedia and Outbound
c_Queue_Multimedia_Contact Script
The c_Queue_Multimedia_Contact script first checks the QUEUETYPE contact
intrinsic to determine how to queue the contact. The script checks if the
QUEUETYPE is AGENT, AGENTPULL, or REPLYMAIL and, if so, queues
the contact directly to the correct agent with the appropriate priority. If the
preferred agent is not logged in or if QUEUETYPE is not AGENT,
AGENTPULL, or REPLYMAIL, the script attempts to queue the contact to the
multimedia skillset assigned to it by Contact Center Multimedia.
If this skillset is out of service (or goes out of service after the contact is
queued), the script remains in a loop until an agent logs into the skillset. Then,
the script queues the contact to that skillset. The following flowchart shows the
flow of execution through this script.
When skillsets go out-of-service, the contacts that are queued to those skillsets
remain in a loop within this script until the skillset comes back into service,
when they are queued to the skillset again. Therefore, Application Statistics such
as Max Wait Time and Average Answer accumulate even while skillsets are out-
of-service.
652
Standard 8.04
Contact Center Manager