Nortel Contact Center Multimedia Installation And Maintenance Manual page 147

October 2007
WC_Web_Primary—This primary script is executed for Web
communications contacts. The script passes execution to the
c_Scheduled_Contact_Handler script. Web communications contacts are
pegged against this application in both historical reports and real-time
displays.
c_Scheduled_Contact_Handler—This script waits the required number
of seconds until the Callback Time and then passes execution to the
c_Queue_Multimedia_Contact script.
c_Queue_Multimedia_Contact—This script checks if the contact is
queued directly to an agent. If so, the script attempts to queue the contact to
the agent. If the preferred agent is not logged on, the script queues the
multimedia contact to its assigned skillset.
The variables required for the Multimedia script implementation are provided in
the following table.
Variable Name
c_contact_type_email_gv
c_contact_type_outbound_gv
c_contact_type_voice_gv
c_contact_type_web_gv
c_contact_type_video_gv
contact_cbdate_cv
contact_cbtime_cv
callback_nextyear_cv
contact_agent_cv
contact_priority_cv
contact_skillset_cv
contact_queuetype_cv
Installation and Maintenance Guide
Installing the Multimedia/Outbound server
Type Scope
contact type global
contact type global
contact type global
contact type global
contact type global
Date call
Time call
String call
AGENT_ID call
PRIORITY call
SKILLSET call
String call
Class Default Value
item Email
item Outbound
item Voice
item Web_Communications
item Video
item 01/01
item 00:00
n/a NO
item Any Agent
item 6
item Any Skillset
n/a NOQUEUE
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