Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 117)

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Overflow module
D
ESCRIPTION
The Overflow module removes the contact from its Source queue and sends it to its
Destination queue.
P ROMPTS
Source Group—The queue from which the contact will be removed.
Destination Group—The queue to which the removed contact will be sent.
R EMARKS
An Overflow module removes the contact from its current queue and counts it as an over-
flow between the specified Source Group and Destination Group. Routing control flow
then continues to the next module in the script. Eventually a Queue for Agent module for
the appropriate Destination Group must occur to complete the overflow sequence.
E XAMPLE
This example removes the contact from the Primary Agents’ queue and sends it to the
queue of the Secondary Agents.
Prompt Valid Entry Default
Source Group Symbol Name [Agent Group] Agent Group 1
Destination Group Symbol Name [Agent Group] Agent Group 2
Prompt Entry
Source Group Primary Agents
Destination Group Secondary Agents