CallScripter Manual v4

CallScripter Manual v4
1.1
©2007
2
CallScripter Manual v4
Table of Contents
Introduction
Overview
Modules
Agent Desktop
5
6
11
11
Email Scripts
17
Data Entry Scripts
18
Transfer Script
18
Preferences
19
Campaign Management
20
Call Manager
20
Email Manager
29
Outbound Manager
30
Email Connection Manager
40
Email SLA Manager
41
Email Outcome Manager
41
Agent Desktop Admin
42
Data Importer / Exporter
44
Management Information
44
Dashboard
44
Inbound
45
Outbound
52
©2007
Contents
Email
Script Editor
Edit Scripts
3
58
60
63
Copy Script
64
Control List
64
Tools
68
Advanced Lookup
71
Calculate Field
74
Clear Data
76
Conditional Buttons
77
Database Get
79
Database Integration
82
DDI / CLI
84
Lookup
85
Non-Calling Scripts
88
Outbound Scripts
89
Outcome
89
Pages
90
Emailer Controls
92
Script Variables
94
Variable Text
97
FAQs
98
Product Admin
100
Script History
106
DDI Admin
107
Manage Styles
109
Manage Templates
112
Edit Workflows
114
Multi-Picklist Admin
122
©2007
3
4
CallScripter Manual v4
System Manager
123
User Manager
123
Control Editor
124
Reporting System
Report Designer
Report Templates
126
126
141
Report Runner
144
Add Scheduled Reports
146
Report Schedules
148
Help & Support
149
JavaScript
150
SQL
157
Index
158
©2007
Introduction
1
5
Introduction
CallScripter 4 User Manual
CallScripter 4 is an enhanced customer interaction software suite specifically developed for modern contact
centres, telesales and telemarketing operations. Our clients gain major benefits by introducing CallScripter's
dynamic scripting environment into their organisation. The software facilitates the rapid set-up, handling and
reporting of sophisticated inbound, outbound and e-mail campaigns.
Initially created by a bureau contact centre to meet its own requirements, CallScripter is designed with efficient
customer and contact management in mind.
The agent is effectively guided through the communication process with the customer, ensuring that all relevant
information is collected in a controlled sequence and saved in the correct format at the right location.
A series of database connection tools enable CallScripter to interact with legacy systems whilst CallScripter can
also connect to your existing telephony platform via CTI enabling agents to dial and transfer calls from screen,
whilst Incoming telephone calls can automatically "screen pop" the relevant campaign.
CallScripter is a true thin client application with no client software to install on your agents' PCs. This gives
instant scalability with no limits to the number of agents using the product.
Modules
©2007
6
CallScripter Manual v4
Help & Support
1.1
Overview
Agent Desktop
The Agent Desktop is the software the agent sees on the screen. For inbound campaigns screen popping can be
used to present the relevant script to the agent, whilst telemarketing campaigns can automatically dial out from
screen. The application incorporates a virtual wallboard featuring individual call statistics, daily news and
enabling supervisors to send messages to individuals or groups of agents. CallScripter will integrate with
Postcode software and, being browser-based, will allow the full functionality of the Internet on your agents’
screen.
Key features:
·
·
·
·
·
·
·
·
·
·
·
Supports inbound and outbound calls, e-mail, SMS and data entry
Served in a browser
Caters for colour, logos, illustrations, multimedia
Allows product ordering via an in-built shopping basket
Screen Popping
Virtual wallboard featuring call statistics and agent messages
Postcode locator can be included or CallScripter can integrate with your existing software
Mid-call transfer of script information between agents
Contact details and FAQ available at all times from script
Spell checker
Allows agents to send reports, emails and SMS messages in real time from the script
Script Editor
The Script Editor comes with a toolbox containing over 100 controls and templates as standard. The software
uses familiar click, drag and drop actions allowing pages to be created, moved and connected using the mouse.
©2007
Introduction
7
This functionality enables the fast implementation of new campaigns whilst also offering the capability to build
the most complex of scripts. There are no limits to the number of pages or controls that can be used within a
script. Product lists can be imported into the shopping basket feature and direct connections to external
databases are available. The Script Editor also links incoming calls to specific scripts enabling them to pop on
the agents screen.
Key features:
·
·
·
·
·
·
·
·
·
Scripts can be created for inbound, outbound, e-mail, SMS and data capture campaigns
Simple non-technical interface
Controls allow complex tasks to be carried out without programming knowledge
Adds new campaigns quickly and efficiently
Make rapid changes to existing campaigns
Version control allows for campaign development without affecting the live environment
Copy and transfer script functions allow the duplication of a script for use across multiple campaigns
Audit function enabling changes and versioning to be tracked and audited
DDI management to automatically launch scripts via CTI
Report Designer
Reports and message templates such as letters, faxes, and e-mails are generated in the Report Designer.
Headings and fields used in reports are chosen from lists of the fields used in the script. Reports are available in
multiple formats including text files, delimited files and RTF's. CallScripter can perform mail merge operations
using template letters and forms. Numerous reports can be associated with each script. Version 4 includes
functionality in the form of a Report Scheduler. This automatically sends reports and data to clients at specified
intervals and / or times.
©2007
8
CallScripter Manual v4
Key features:
·
·
·
·
·
Creation of reports using familiar drag and drop controls
Reports based on script field lists
Multiple report templates specific to each script
Schedule reports to run at specific times
Filter reports based on script values
Campaign Management
The Campaign Management module allows you to manage campaigns, generate reports, search data records
and monitor day-to-day operations.
The Call and Email Managers both allow workflows to be assigned. This ensures that the correct sequence of
post call events happen within the correct timescales. An example of this would be the escalation procedure for
an emergency call out script.
Full audit trails are maintained enabling you to quickly and easily see ‘who did what and when’.
©2007
Introduction
9
The Outbound Manager includes an advanced call list import facility. Full management of contact lists within a
campaign is supported, including rescheduling and call distribution amongst your agents. Detailed reporting on
campaign progress and agent performance is also provided.
Key features:
·
·
·
·
·
Instant reporting
Collect, batch process and add further actions
Advanced call search function
Workflow facility ensures the correct sequence of post call events happen within the correct timescales
Sticky notes feature lets you quickly add comments to script pages
Management Information
The Management Information system is used to monitor productivity. Real time and historical graphical
reporting is supported for individual agents, agent groups and the entire contact centre. Live reports show
which page within a script each agent is currently looking at. This allows managers to see precisely what is
happening at each moment in time. A call volume predictor will even look at historical inbound activity and
estimate future trends.
Key features:
· Agent and centre productivity statistics
©2007
10
·
·
·
·
·
CallScripter Manual v4
Links to individual call records
Graphical representation of key performance indicators
Full billing reports provided in delimited files format
Agent calculator using Erlang ‘C’
Inbound call volume predictor
System Manager
The System Manager allows the administrator to add, edit and delete agents and agent groups. Permissions are
assigned to access scripts based on skills, teams or other pre-defined criteria. A control editor enables the
creation of customised controls and commands for use within scripts and the Executor Administration controls
the links, news feeds and messages that appear in the Executor.
Key features:
·
·
·
·
·
·
Adds, edits and deletes agents and agent groups
Defines agent access permissions for scripts and sets agent security levels within the call centre
Create customised controls for use within scripts
CallScripter configuration management
Status Monitor
Executor Admin
Help & Support
Within this module there are various ways to help you use CallScripter including a Getting Started guide; an
email link directly to the CallScripter Helpdesk if you can't find what you are looking for; a searchable Knowledge
Base; a link to the CallScripter website; an extensive FAQs section; details about professional services offered by
CallScripter and how to contact CallScripter.
Additional Modules
CallScripter has two expansion modules that can be supplied on demand to further enhance the functionality
offered.
Web Access
The Web Access section of the software allows raw live data to be seen in real-time. Customers who have
scripts running in the Call Centre can log in over the Internet from any location at any time to see data that has
been collected within the script and download and produce their own reports from this information.
©2007
Introduction
11
Billing & Invoicing
The CallScripter billing module generates invoices and spreadsheets based on script run times and price per
action. By allowing each customer to be assigned individual pricing structures, the module provides CallScripter
users with a fully integrated billing platform which produces an output that can be imported directly into Sage.
2
Modules
Agent Desktop
Campaign Management
Management Information
Script Editor
System Manager
Reporting System
Help & Support
2.1
Agent Desktop
Email Scripts
Data Entry Scripts
Transfer Script
Dashboard
Preferences
The Agent Desktop is the software the agent sees on the screen. Using CTI it can 'pop' the relevant script based
on a DDI number. This application incorporates news links, agent messaging and calls statistics. CallScripter will
integrate with PAF software and, being web-based, will allow the full functionality of the Internet on your
agents' screen.
Features:
· CTI enabled if required
· Served in a web browser
· Caters for colour, logos, illustrations, video, sound, remote access to databases, access to e-commerce
products via the web
· Display call statistics, agent messages and news links
· Postcode locator can be included or integrates with legacy PAF software
· Advanced call transfer option
· Spell checker
· Campaign Details section including contact details and FAQs about the company and the script
· Supports inbound and outbound calls, email and data entry
©2007
12
CallScripter Manual v4
Script List
To manually start a script (Where CTI is not enabled) highlight the script required (either by using arrow keys,
or your mouse) & click on 'Run' button, or double click on the script name using your mouse. Use the
alphabetical menu at the top of the screen to break down the script list. Clicking on a specific letter will only
show those scripts beginning with that letter.
Clicking on the [Trans] link will only display transferred scripts in the list.
Clicking on the [Outbound] link will only display outbound scripts.
Script types are assigned using the radio buttons on the 'Edit Script Details' page in the Script Editor.
Only script versions marked as *Live* are displayed in the Agent Desktop menu. To run a non-live script or
version of script, it must be run from the Script Editor. Agents will only be able to see the scripts assigned to the
group that have been placed in within the User Admin section.
Search
Search for a script using the search box at the foot of the Agent Desktop screen.
Incomplete Scripts Waiting
The number of incomplete scripts the agent has outstanding will be listed at the bottom of the screen. You can
click on this link at any time to show the incomplete scripts menu. This menu will list the agents' incomplete or
interrupted scripts that have not yet been completed. It will show the date and time the script was started and
ended, and the script name. To complete a script, click on the relevant entry to open the script at the page that
was last completed, and finish in the normal manner.
Emails Waiting
When there are emails for email scripts waiting to be processed a warning will appear at the bottom of the
agents Agent Desktop screen, alongside any unfinished calls. Click on the email link to view the outstanding
script(s) that they are associated with, and to process them accordingly. The script name will be displayed with
the number of emails outstanding in brackets.
©2007
Modules
13
Development Mode
In all cases (Inbound / Outbound / Email / Data Entry) if the script is still in development mode, and has not yet
been made live, the following information will appear at the bottom of each page of the script:
This information is helpful when developing more advanced scripts and campaigns, to allow the creator to check
if variables are being passed from page to page successfully. Variables are temporary stores of information that
last for the lifetime of the script session only. The data stored in the variables can be used within calculations
anywhere in the script. For more information see the Script Variables section.
Icons
Users can navigate around the screens by using the mouse to select options and clicking the buttons, or using
the tab and enter keys.
Other Icons and controls within the Agent Desktop are:
Click to return to ‘start’ page of the script.
Click to go back a page (you can also hit ESC)
Click to go forward a page
Click to transfer the script to another person
Click at any time to jump to the 'penultimate' page of the script
©2007
14
CallScripter Manual v4
Click when highlighted to spell check message fields
Click to launch Frequently Asked Questions text
Click to launch CRM screens or return to script from CRM screens, where enabled
If required, these icons can be manipulated to appear / disappear as required using a Calculate Field and a
JavaScript statement. See JavaScript section for more details.
Spell Check Facility
The spell check facility will correct any message, comments, or memo fields. It will not for example, correct
misspellings in names or address fields. To launch the spell check facility, first enter the required text into the
field. Now click the spell check icon to launch the pop up spell check window.
CallScripter will list all possible alternatives to the miss-spelt word. Highlight the word you want from the list and
click the Change button to update the spelling. Alternatively, you can add your own words, choose to ignore the
current word, and finish the checking the rest of the script.
PostCode Locator
CallScripter can link to postcode software. CallScripter will be happy to provide a quotation for this addition.
When installed the application is called in a script by clicking the 'Find Address' button located next to the
postcode input box.
The
postcode
control
within
the
page
will
look
like
this:
Click on the 'Find Address' button before typing any other address details. This will launch a pop up search box.
Type in the postcode you are searching for, and click the 'Find Address' button.
CallScripter will bring back the relevant address for that postcode and ask the user to enter a house name or
number. Enter the house name or number in the space provided and click 'Done'. CallScripter will transfer the
relevant address details into the appropriate fields in the page, dispensing with the need to type these in
manually.
©2007
Modules
15
Outbound Scripts
Outbound scripts run slightly differently in the Agent Desktop than the inbound. CallScripter will present the
agent with company history and information screens before launching into the actual script. When an agent
selects an outbound campaign, CallScripter presents the operator with the following screen:
This screen provides information on the next company in the list to be called. It gives the company name,
reference number & telephone number at the top of the page. Under dates and times there will be a list of the
campaign's history, along with the agent name, and any comments or outcome codes that have been added.
Any reschedule details will also be listed.
The screen allows the operator to make the call, or reschedule the call for a later date. Once the 'Run' button is
clicked, the script jumps to the first page of the script, (the page designated as start page). Four pieces of data
concerning the record are passed to variables when the script loads. These are:
Variable Name
var_name
var_reference
var_telno
var_calltype
Comment
The company name or contact name (as imported into the campaign manager)
A unique ID or Reference Number (as imported into the campaign manager)
The telephone number to call (as imported into the campaign manager)
Automatically set to NEW or RESCHEDULED by CallScripter
An example of these four variables would be:
var_name = 'Abbots';
var_reference = '324';
var_telno = '01234 541541';
var_calltype = 'RESCHEDULED';
These variables are hidden from the agent when running the script. To view the variables you need to run the
script in development mode from the Script Editor. To launch into the first page of the script, click the 'Run'
button. To quit the application and return to the Agent Desktop main menu, click the 'Exit' button. To
reschedule the record for another time, click the 'Reschedule' button.
Please Note! Failing to exit the record correctly by using one of the methods above will keep the record locked
©2007
16
CallScripter Manual v4
in use.
When agents log in, they will be presented with records from all call lists that are active and have a group
assigned to them that the agent is a member of. Records will be presented in the following order:
· Any records the agent already has open (should only ever be possible to have 1 per campaign)
· Outstanding rescheduled records assigned to the agent, in priority order, high to low
· Outstanding rescheduled records assigned to All Agents, in priority order, high to low
· All other records, in priority order, high to low
Your Stats
This screen display information about the agents’ performance levels for the current day. This information is
shown in real time.
Call Centre Stats
This screen display information about the call centre performance. This screen is updated every 15 minutes.
Todays News
Provides links to live news feeds (if configured within the Agent Desktop Admin screens), and a connection to
the Internet allows.
Messages
Sends a message to the agents via the Agent Desktop screens.
©2007
Modules
17
Provides the agents with links to corporate sites or intranet pages as configured in the Agent Desktop Admin
section.
2.1.1
Email Scripts
Email Scripts
When a script has been set up as 'Email', and the connections have been made to the POP3 account using the
'Connection Manager' and there are emails to process, a warning will appear at the foot of the Agent Desktop
menu. To launch the script and view the email details, simply double-click the relevant script name.
The script launches, along with details of the email to be processed, at the top of the screen. The agent can
view the email details at the top of the screen, whilst processing the script at the foot of the screen and
entering relevant details from the email into the script fields. Should they come to a point where they do not
have enough information to continue or complete the script, clicking the 'Reply' button at the top right hand side
of the screen can create a reply email. The email can also be forwarded on to an address if necessary.
At the end of a script the agent will be asked to select an outcome. This can be pre-determined when a reply
©2007
18
CallScripter Manual v4
has been sent from screen (See Email Manager for details.) The outcome codes are set up in the Email
Manager. Down the left hand side of the screen is the history for that email. If replies have been sent and
responded to, these would appear in the history, when clicking the 'Full' radio button.
To exit a script you must complete it, you can only reach the 'Get Next Email' and' Exit' buttons once you have
completed the script and added an outcome.
2.1.2
Data Entry Scripts
Data Entry Scripts
When a Non-Calling activity script is launched, unlike other types of scripts, it launches in its own re-sizeable
browser window.
This means the agent can process data-entry / coupons during a 'quiet' period, however, when an Inbound call
is presented and the software is CTI enabled, the new relevant Inbound script will pop full screen over the top
of any other windows the agent has open. This allows the agent to process Inbound calls instantly but when the
script is finished and completed, the browser will close, revealing the non-calling script browser still waiting in
the background so that the agent can resume the data entry.
Non-calling scripts are usually built with only two screens. The first being an input screen containing all of the
data fields that the agent needs to complete, the second containing a script loop button (to loop back to the
first page for further data input) and an 'Exit' button.
2.1.3
Transfer Script
Transfer Script
During a call an operator may need to transfer the caller to another person, maybe a supervisor, or team
leader. The call transfer facility allows the operator to place the script in a waiting list, and another agent to be
able to pick up the script at the point that it was left and retrieve all details taken so far. This means that the
caller will not be asked to repeat him or herself and relay the same information to two different people.
To operate the transfer call facility, an inbound script must be in progress. When ready to transfer the script,
click on the transfer icon in the top left hand side of the browser window. A pop up window will appear
containing a list of operators that the script can be transferred to.
Be aware that any data taken on the current page will be lost when the script is transferred. To avoid this, move
to the next page of the script before clicking on the 'Transfer' button. Select the agent you wish to transfer the
©2007
Modules
19
call to from the list (the agents already logged on to the system will appear yellow – whilst agents not logged
onto CallScripter will be grey), and click on the 'Transfer' button.
This will close the current script, and place it as an unfinished call in the selected operators transferred list
[Trans], and also your own, in case you need to re-access (should the other operator not be able to take the
call for any reason). The caller can then be transferred using your phone in the normal manner.
The transferred script will appear:
· In your transferred call list
· In the agents list that you chose to transfer the script to
Should the script be run, it will continue from the point it was left, and will run as normal, and will contain all
the information collected so far. To access the information that has been completed and to view the call route
taken, click on the home icon.
2.1.4
Preferences
Preferences
Once you have a CallScripter account you can change your language settings and enable CTI (Computer
Telephony Interface).
©2007
20
CallScripter Manual v4
2.2
Campaign Management
Call Manager
Email Manager
Outbound Manager
Email Connection Manager
Email SLA Manager
Email Outcome Manager
Agent Desktop Admin
Data Importer / Exporter
2.2.1
Call Manager
The Call Manager displays call data collected within the Agent Desktop. A call record will appear in the Call
Manager, only where the script has been marked as 'Chargeable' (Call Completed) by the agent in the outcome
list at the end of the script. However, all calls logged within CallScripter can be viewed using the Call Manager
via the inbuilt search facility.
When a chargeable call is displayed within the Call Manager users can:
·
·
·
·
Add further actions and notes to a call record
Run reports containing the call data
Monitor workflows and follow set escalation procedures
View the status and history of the call record
When opening the Call Manager a list of scripts that have outstanding calls waiting for action will be displayed.
The number of calls outstanding will be displayed in brackets after the script name.
Inbound / Non-calling
Outbound
Email
©2007
Modules
21
To sort the list, use the alphabet bar at the top of the screen (which will only list scripts beginning with that
letter), or use the buttons above the alphabet bar.
A-Z:
Z-A:
No. Msg:
Waiting:
All:
Outstanding:
Will sort the list in alphabetical order, starting with scripts beginning with A at the top of the list,
and scripts beginning with Z at the bottom of the list.
Will sort the list in reverse alphabetical order, starting with scripts beginning with Z at the top of
the list, and scripts beginning with Z at the bottom of the list.
Will sort by number of messages outstanding for each script, scripts with the most amount of
calls will be displayed at the top of the list.
Will sort the list and display the scripts that have been waiting for action for the longest time at
the top of the list.
Will display a list of all scripts (live and non-live, even if there are no calls outstanding for it.
Selected by default, will display only those scripts with calls outstanding.
The Inbound scripts in the list will also be colour coded, depending on the priority of the calls that are waiting.
Urgent
High
Medium
Normal
Other priorities are set using the Workflow Editor. Setting priorities allows users to easily define and deal with
urgent calls in the correct order. The Workflow Editor is used to define the events that need to happen for a
particular script, after a call is taken.
To view call data, first select a script form the list with outstanding calls to work with. If you wish to view
previous calls for a script, but there are no outstanding calls to be dealt with, click the 'ALL' button to display all
scripts. When a script has been selected the following screen will appear:
New Calls
Lists of outstanding calls are displayed in descending date order with the newest call at top of the list, under the
'New Calls' tab on the left hand side of the screen. Each call record is displayed with the session id of the call in
©2007
22
CallScripter Manual v4
square brackets followed by the number in which it appears in the list, the date and time the call was taken,
and the agent that took the call.
The following codes also apply and will be displayed next to the record:
C = Collected (Alerter stopped)
F = Finished (Non-chargeable and finished calls will be colour coded white in the list)
Y = Chargeable
N = Non-chargeable
Reverse Order
The order of the calls list can be reversed so that oldest calls appear at the top of the list by clicking on the
'Reverse Order' button.
Report Template Drop Down List
A batch of reports for the list of outstanding new calls can be run from this page using the drop down list at the
foot of the page. This will generate the report for all calls displayed in the list (subject to any filters applied to
the report templates).
Finish All
Batches of new calls outstanding can also be 'Finished' – removing them from the outstanding calls list in the
Call Manager, by clicking the 'Finish All' button at the foot of the new calls list.
The 'Finish All' button will finish the call – removing it from the 'New Calls' tab of the Call Manager. Calls should
be finished when all further actions have been completed or the workflow has reached a conclusion and the
relevant reports have been generated.
When a call is marked as 'Finished', the record will be stamped with the date and time that the action was
taken. The finish button will change to read 'Unfinish' allowing the user to reverse the change. Finished calls are
still retrievable using the Search for Calls function within the Call Manager.
Stop Alerting
The alerter can be stopped for all calls in the new calls list by clicking the ‘Stop Alerting’ button underneath the
list of calls on the left hand side of the screen.
Viewing a call record
©2007
Modules
23
A call can be selected for viewing by clicking on the entry from the list, on the left hand side of the screen. The
right hand side of the screen will change to display the call details.
Call Details
When a call record is selected from the list on the left hand side of the screen, and the right hand side of the
screen has the ‘Call Details’ button depressed, the call details will display in the right hand panel.
Call History
At the top of the screen on the right hand side will be displayed the history for the call in a grey frame. A history
summary for each record is displayed at the top right hand side of the screen. Here you can see whether other
users have changed the record, or ran reports etc. Where the action type is 'Report Run' the report ID will
appear in the Info column.
Editing a record
Should two people be working on the same record at the same time, CallScripter will only save the changes
made by the person that accessed the record first. A warning will appear on the screen when the second user
tries to save changes they have made, advising them that another user has updated the record and their
changes have been lost.
At the top of the call details page, in the yellow area the session id is displayed in [square brackets], along with
the date, time and duration of the call, and the agents’ name. Below this, the fields completed within the script
are displayed. These can be updated by over-typing data and clicking the 'Save' button. Changing the 'Show all
fields' radio button to 'Yes' will display all fields within the script, even though the fields did not have data
entered into them when running the script in the Agent Desktop.
Further Actions
To add further actions to a call record within the Call Manager, click on the 'Further actions' button. Add further
action text in the input box provided, and your user name will appear in the box underneath.
©2007
24
CallScripter Manual v4
When the 'Save Action' button is clicked, CallScripter will mark the comment or further action with the date and
time it was added to the call record. Should you wish to print these actions on the report, ensure that the
Further Action Available Special field is added to your report.
Stop Alerting
The 'Stop Alerting' button when clicked will stop the alerter from alerting the selected call record. The date and
time that the alerter was stopped is added to the record, and the button text will change to 'Start Alerting'. Click
the button again to resume the alerter service on the selected call record.
Finish
The 'Finish' button will finish the call – removing it from the 'New Calls' tab of the Call Manager. Calls should be
finished when all further actions have been completed or the workflow has reached a conclusion. When a call is
marked as 'Finished', the record will be stamped with the date and time that the action was taken.
Workflow Stage
If the selected script has a live workflow process defined within the Workflow Editor, the current stage of the
selected call will be displayed when clicking the 'Workflow Stage' button. This screen gives the user information
on what processes are to happen and in which order. Workflows can be set to automatically send reports at
specific times, or prompt the user to take particular actions.
When there is no workflow associated with the script, or the workflow has been completed for the selected call,
the screen will only display 'Call Details' when the 'Workflow Stage' button is clicked.
©2007
Modules
25
The higher the priority of the call, the further up the alerter list the entry will appear. The user clicks on the
entry to display the action that needs to be taken. This information is defined when creating a new workflow
within the Workflow Editor.
Call History
Provides an audit trail detailing the history of the selected call.
Details include:
· Date / Time of action
· Username
· Type of action
Call Orders
Displays details of products ordered within the product admin section of the CallScripter Agent Desktop for the
selected call or session. This information is extracted from the SQL table tbl_orders.
©2007
26
CallScripter Manual v4
Script Reports
Click the 'Script Reports' button whilst a call is selected to view the reports set up for this script and run a
report. The screen will display the date that the report was last run.
Click the 'Run' button beside the report you wish to run for the selected call. The report will run for the selected
call only and will allow you to download the file, or deliver by the selected methods as defined in the Report
Designer.
Search for Calls
Quickly and easily locate previous call records using the search functionality. The search facility allows all
records to be searched even if the calls are not outstanding, or if the date and time of the call are not known.
All Calls
Click the All Calls 'View' button to view all calls logged for this script. This includes chargeable and nonchargeable calls. This may take a few moments to return all calls if there are a lot of calls for this script. Call
records returned will be colour coded, white records are 'Finished' calls.
The following codes also apply:
F = Finished (Non-chargeable and finished calls will be colour coded white is the list)
Y = Chargeable
N = Non-Chargeable
Click on a call record to display the details of the call on the right hand side of the screen.
©2007
Modules
27
Quick Search
Allows instant searching on any data value entered into a field of the script, simply type any search value into
the field and click the search button. This function searches all fields of the script, and can be used if you only
know part of the data e.g. if searching for the town 'Ipswich', this will be found by entering just the first few
letters - 'Ipsw'.
Advanced Search
The advance search provides a list of all script fields. The user can type in the search value they are looking for
in the relevant field to return all calls where the value matches. Multiple fields and values can be entered if
required. For example, you may wish to search for the surname 'Smith' and the postcode 'GU21 1AA' to narrow
down results that would be returned by simply searching on the popular surname Smith.
The user can also specify between which dates they wish to search. Leaving the start date and end date fields
blank will search for all data ever entered into the particular fields searched in the script. By entering only the
start and end dates and no other search values, will return all calls made between the two dates specified.
Times can also be typed in after the date, to allow searching between specific time periods. The time format
must be entered in 24-hour clock format: e.g. 13:34.
Customer Details
Displays the name and address details of the selected customer on the right hand side of the screen. At the
bottom of the right hand side of the screen, under the customer details information about the DDI numbers
linked to the script is displayed.
In the left hand panel will be a list of reports that have been created for the customer. The report options /
delivery details for each report can be viewed or amended by selecting a report. The report options will be
displayed on the right hand side of the screen. Updating the delivery options here will also update the report
options within the Report Designer.
Manage Scripts
View the script versions by clicking on this tab. The list will display on the left hand side of the screen. Live
versions will appear colour coded in white.
©2007
28
CallScripter Manual v4
Whilst the 'Manage Scripts' tab is activated, users can add or edit entries contained within select list controls
within the script, or add and edit 'Sticky notes' within the script by using the buttons on the right hand side of
the screen.
Sticky Notes
When the sticky notes button is pressed, any sticky notes will be displayed on the right hand side of the screen.
Amend an existing note by clicking the 'Edit' button next to the entry you wish to change. To add a new sticky
note to a page, click the 'New' button. Select the page of the script on which to apply the sticky note, from the
drop down list. Enter the required text, and click the ‘Save’ button. Click the 'Back' button to return to the list of
sticky notes.
Lists
To add or edit entries that appear in select lists, or drop down lists within the selected script, click the 'Lists'
button. Select lists that are contained in the script will be listed. Click the 'Edit' button next to the list you wish
to edit.
Click the 'New' button to add in another entry to the list. The 'item text' is the text that the agent will see in the
select list when running the script, the 'item value' is the value returned to the reports when the item has been
selected in the script.
Change any existing entries by over typing the entry and clicking the 'Save' button. Change the order of the
entries using the 'Up' and 'Down' buttons. Delete an entry by clicking the 'Del' button to the right hand side of
the entry to be deleted.
Call Action Alerter
The alerter is used to advise agents that a particular action needs to be carried out for a call. Calls are set to
alert within the Script Editor using the Workflow Editor. When a call is set to a higher than 'Normal' priority it
will appear in the alerter when a new chargeable call appears in the Call Manager.
To view the alerter click on the 'Start Alerter' button in the Call Manager.
©2007
Modules
29
Click on an alert activity to display the action that needs to be taken on the right hand side of the alerter. Click
the 'Activate' button to open the call record and view the call details. Level 10 priority calls must be dealt with
before any other records.
The group calls check box changes the display to show the company name and the number of outstanding calls
for each company. The user can click on the + sign to expand the section and show the call sessions for each
company.
2.2.2
Email Manager
The Email Manager allows the user to manage email campaigns, view emails waiting to be processed, see email
data that has been processed and to run reports on the data collected by the completed email scripts.
The main screen is very similar to the Call Manager part of the software, where the number waiting, time
waiting or A-Z buttons will sort the outstanding data. It also allows the user to see how many scripts have been
©2007
30
CallScripter Manual v4
completed and how many emails are waiting for each script or SLA and the script's History.
Click on the script name to view the details of all waiting emails / scripts. This screen shows email scripts, listed
by Session ID and email From Address. Click on an individual record to edit the data processed by the script so
far.
Email History
To edit the details of an email click the 'History' button. A list of Email scripts will appear on the screen with an
option to search by Date Range.
Click on the Script Name to view all the emails that have been processed so far, the list contains the Session ID,
From Address, Received Date, Date Read, Count (number of emails in a thread), Elapsed Time, SLA Time to
Process and Processed within SLA. The search boxes can be used to enter a date period to narrow the
information down if required.
Click on a Session ID to view all the data entered into the Email Script's fields and any notes on who processed
the email when. You can also edit the data already taken and click the 'Save' button.
2.2.3
Outbound Manager
The Outbound Manager allows the user to:
•
•
•
•
Create outbound campaigns
Edit campaign set up
Add outcome codes
Create custom call back times
©2007
Modules
31
•
•
•
•
•
•
•
•
•
Import records
View records
Search records
Sort records
Download call data for a whole campaign
View call data for an individual record
View call history for an individual record
Add call history or notes to a record
View rescheduled calls list
- For individual agents
- For All agents
• View calling lists
- For individual agents
- For All agents
• Edit records
- Priority
- Reschedules
- Assignment
- Status
New Campaign
Click the 'New' button from the menu to create a new campaign for an existing Outbound script. Select the
script for which you wish to associate a new campaign from the list and enter the name for the new campaign
and click 'Add Campaign'.
You can now select whether the rescheduled calls are to go back to all operators, back to the current operator
that made the first call, or whether the operator chooses who to reschedule the call to from a list at the end of
each script.
Set the number of default callbacks per record for the campaign. The default setting is infinite callbacks (no
limit). If however, a campaign is set to call each record only 3 times for example, after the script is launched for
a record on the third attempt, it will remain in it’s current state and not come back into an agents list to be
called again.
Mark whether the campaign is Live. You can now have more than one campaign (data set of outbound records)
for each script live at any one time. The Save button updates any changes made to the current screen.
©2007
32
CallScripter Manual v4
Add Campaign Callbacks and Outcomes
Double-click the campaign name to edit the campaign details and you will see that you can now add Campaign
Callbacks and Outcomes.
To add Callbacks click the 'Add' button under the Callback area and enter the data you need (you cannot have
any blank fields). Enter a callback called Callback 10am, once this is set up the callback will be every day at
10.00am. Add the Days as '0', the Hours as '10', the Minutes as '0' and the Type as 'Time of Day'. To create a
callback for the next day enter one called Tomorrow and add the Days as '1', the Hours as '0', the Minutes as '0'
and the Type as 'Time in Advance'.
To add Outcomes click the 'Add' button under the Outcomes area and enter the data you need, such as Call
Completed, Reschedule, Unavailable and Caller Hung Up.
©2007
Modules
33
Create New Call List
Click the 'Create New Call List' button and give the new call list a name, something appropriate to the Script and
Campaign and click the 'Add' button.
Double-click on the new call list in the menu and you will now be able to add records to the campaign.
Add Import Template
Before you can import some records into the campaign you need to set up a template, this will setup the
connection strings and associated fields. Click the 'Add Import Template' button from the menu on the left hand
side and the screen will change to below:
Select a Database Integration type, this is usually SQL Server and enter a name for the template and click the
'Next' button. Now select a SQL Server from the list and select an Authentication mode, usually Windows and
click 'Test Connection'. If the connection is ok then click the 'Next' button.
©2007
34
CallScripter Manual v4
Select a database from the list and click the 'Next' button. On the next page you can either select Query to write
your own SQL query to get data back from a database table or select Table to import a database table.
On the next page enter any values to filter the statement if you wish, you can also test the query so far. The
next page contains some default columns that need to be associated with the script, Unique Primary Key
Column (reference ID), Telephone Column and Name Column.
©2007
Modules
35
Finally a series of drop down lists corresponding with the fields that have been created within the script will
appear. To import data from the spreadsheet into desired fields in the script, simply match the fields to the data
in the drop down list. Click the 'Finish' button to create the new template.
Import Records
Import records into a campaign using this function. When records are imported, they are stored in a SQL table
called tbl_outbound and each record is assigned a session_id. When data is mapped to fields in the script it
allows for advanced searching on data, even when the records have not yet been called.
Click the 'Import Records' button from the menu on the left hand side and the screen will change to below:
Add the values you want to use for this campaign and click the 'Import' button. The next screen will show all the
records that have just been imported into that campaign.
©2007
36
CallScripter Manual v4
Show Campaign Records
This screen shows all the records for that campaign.
View Agent Calling Lists
Here you can see which records have been assigned to which agents, you can list by All Agents or just by a
specific agent from the drop down list and by selecting No in the Include calls for 'All Agents'?.
View Rescheduled Calls
Allows future rescheduled records to be viewed in date order. Simply click on a date to view the rescheduled
calls due to be made on that date, the time the call is scheduled for and who the record is assigned to.
©2007
Modules
37
Disable Records
Allows selected records to be disabled, removing them from the calling list.
Change Status
Change the status of selected records. Select records using the check boxes next to each record. If no records
are selected CallScripter will default to 'All Records'. Choose the required status for the records from the drop
down list on the next page.
The status codes for outbound records in tbl_outbound are:
New
In Use
Rescheduled
Finished
Disabled
0
1
2
3
-1
Change Priority
Set the priority of selected records or all records. The higher the number entered in the priority field, the sooner
the record will be presented to the agent(s). The advanced selection feature also applies here.
Change Call Attempts
Alter the number of callbacks set for selected records. Default setting is infinite callbacks (no limit) for each
record, unless set otherwise in the campaign details. If records are set be called only 3 times, after the script is
launched for a record on the third attempt, the record will remain in its current state and not be presented to an
agent to be called again.
Reschedule Records
Change the rescheduled dates of selected records. Choose the records to change and select a new rescheduled
©2007
38
CallScripter Manual v4
date from the calendar.
Change Assignments
Changes the assignment of selected records. Useful where employees are unable to make their assigned calls
due to absence. Their records can be assigned back to all agents, or assigned to specified agents.
Simply choose the records that need the assignment changing, or use the advanced selection menu and choose
the new agent or <<All Agents>> from the drop down list.
Delete Disabled
Allows records that have been marked with a status of 'disabled' to be removed completely from the campaign.
Please Note! This change is irreversible.
View / Edit Call Data
Select a record by placing a tick in the relevant box and view or edit the latest call data collected by clicking this
button. The screen will display the latest information collected within the script. The data can be amended and
saved if required.
View / Edit Call Record
Select a record and view the call record, this will display the record name, reference, telephone number,
priority and maximum call attempts. It will also tell you which agent it is assigned to and the current outcome
plus any rescheduled information and history.
©2007
Modules
39
Add Call Record
Records can be added individually manually, rather than using the import routine if desired. Simply click the
'Add Call Record' button and add in the Name, Reference and Telephone number for the record. The priority,
max attempts and assignment of the record can be set too if necessary.
Search / Filter
The Outbound Manager enables a user to quickly locate a specific record using the search / filter functionality,
or alphabetic sorting bar underneath the campaign list. Simply type the name (or part of), the reference number
(or part of) or telephone number of the record you are trying to locate into the Search Value box and click the
'Search / Filter' button.
Click 'Reset' to reset the records and display the full list.
Advanced...
Advanced searching allows the data imported or collected in the script to be searched and sorted, with the
results being displayed in the contact list preview window. Using this functionality means that calling
preferences can be set for records. Example: Using the Town field (assuming that this is a field that was
included in the original data list and was mapped to a field in the script) the user can search for all records
containing the value 'Ipswich'. Matching records would be displayed in the contact list preview window. These
records could then be selected and given priority (by using the 'Priority' button on the left hand side of the
screen) over other records.
When using the advanced searching function all script fields will be displayed, along with additional fields, at the
top of the screen which allow the user to search on Call Attempts, Last Outcome, Status, Tel No, Priority, Max
Attempts and Previous Status.
Enter the required search value (or part of) into one or more of the fields and click the 'Search' button to run
the query and return to the contact preview list where results will be displayed. Click 'Reset' to reset the records
and display the first 500 records in the contact list table on screen.
©2007
40
CallScripter Manual v4
Click 'Reset' to reset the records and display the full list.
Preferences...
The preference function allows the user to decide which fields / data is displayed in the contact preview list for
the campaign. Default fields can be removed, and script fields can be displayed as required.
2.2.4
Email Connection Manager
Here you can manage email connections and where POP3 accounts can be linked to the scripts. The POP3
account must have a Connection Name, a Host Name or IP Address, Port number, Username and Password if
required and a Reply Address that will show on any emails sent from the software. The 'Link by From Address'
flag should be set where incoming emails are coming from individual email addresses and your require the
system to try linking emails together that come from the same address, so that a full history is created.
©2007
Modules
41
To edit existing connections simply double click the connection name on the left hand side of the screen to bring
up the details ready for amending.
Please Note! When the emails are retrieved from the accounts, their details will be stored in CallScripter
(tbl_email), but the original emails will be deleted.
2.2.5
Email SLA Manager
Here you can set up SLA's (Service Level Agreement's) for any Email Scripts set up within CallScripter. You must
add a Start Time, End Time, Target (minutes) and if you wish to include weekends.
To edit existing SLA's simply double click the SLA name on the left hand side of the screen to bring up the
details ready for amending.
2.2.6
Email Outcome Manager
Here you can add any Outcomes that you want to appear in an Email Script. Add an Outcome Name, Outcome
Value and Outcome Type (the name and value can be the same). Any Outcomes you add in the Email Outcome
Manager will appear in the list on the left hand side.
©2007
42
CallScripter Manual v4
To edit existing outcomes simply double click the outcome name on the left hand side of the screen to bring up
the details ready for amending.
2.2.7
Agent Desktop Admin
The Agent Desktop Admin section of the software allows links to websites, internal intranet pages and messages
that are displayed to the agents within the Agent Desktop to be configured.
Links can be created, edited or deleted by using the relevant buttons in the relevant sections.
Links
Simply type the name of the link and then Edit the link to add the website address.
Corporate Links
Simply type the name of the link, and edit the link to add the internal URL.
©2007
Modules
43
Edit Message
Simply type the message that you wish to display to the agents. You can use HTML code within the input box to
format your text.
Edit News Feeds
Simply add or edit the name of the link, and the URL of the feed.
©2007
44
2.2.8
CallScripter Manual v4
Data Importer / Exporter
Data Importer / Exporter
...
2.3
Management Information
Dashboard
Inbound
Outbound
Report Runner
Email
2.3.1
Dashboard
The Dashboard system (this requires a separate license) allows you to monitor activity in the call centre using
real time statistics from the CallScripter database and the phone switch (if the data is available and subject to
integration costs).
Each component is customisable to your preferences and these settings will be saved for the next time you log
in, until you change them. All the components automatically refresh regularly to keep up with the latest data.
Inbound Components
Script Breakdown
You can choose from a list of live scripts in the call centre and see the outcomes for that script. If you select a
shopping script then you can see how many orders have been successful (if it's set up as an outcome).
Top Scripts Today
Displays the Top 3 most popular scripts for that day and shows how many script runs for each script.
Other Components
Active Scripts
Displays all the active scripts in the call centre at any one time. This is refreshed automatically to keep up to
date with what scripts the agents are using.
©2007
Modules
45
Email SLA
Displays the Email script name plus how long it has been waiting to be processed, the longest time an email has
been waiting and if it is within the agreed SLA. The SLA will be shown with a red background if it is outside the
agreed SLA.
Logged in Users
Displays the amount of CallScripter users logged in at that moment.
Script Runs
Shows a graph of script runs for the last 24 hours (since midnight) and compares it against the same period of
time for the previous week.
Script Runs Today
Displays the number of Chargeable and Non-Chargeable for the current day.
Restore Closed Components
If you close any of the components in your dashboard you can easily re-add them using this component. Just
select the one you wish to restore from the list and click the 'Add' button.
2.3.2
Inbound
The Management Information system is used to monitor productivity. Real time and historical graphical
reporting is supported for individual agents, agent groups and the entire contact centre. Live reports show
which page within a script each agent is currently looking at. This allows managers to see precisely what is
happening at each moment in time. A call volume predictor will even look at historical inbound activity and
estimate future trends.
Agent Summary
The Inbound agent summary allows the user to view call centre statistics for a 24 hour period. This enables the
user to check agent performance and call levels. Choose a particular date for which you wish to see agent
statistical reporting, and click the run button.
©2007
46
CallScripter Manual v4
CallScripter will produce a graph giving details of numbers of scripts run during each hour of the day chosen.
At the foot of the graph will be displayed a list of operator names, with statistics for each agent:
· The number of scripts action per operator
· Total time on script
· Average script length
By clicking on the ..more links to the right hand side of the agents’ name that you wish to analyse further, you
can view the details of the inbound scripts that have been completed by them for that day.
CallScripter will provide an individual graph, and a list of scripts that have been run by that agent, along with
the exact times the script was launched & finished, and the duration of each script.
To view the data collected within one of the calls, click on the campaign name to open the call details in a new
window.
Data Analysis Report
The Campaign Data Analysis report allows you to generate a graphical representation of call data based on any
field in a script for a given date range. These graphical representations can then be copied and pasted into
other documents and reports if required.
©2007
Modules
47
The user can specify time frames, view statistics and modify the format of the charts.
Firstly the correct campaign is selected from the drop down list at the top of the page. When this has been
selected, the list underneath will be populated with the relevant fields in the script. Select the field you wish to
view statistics for and then choose which kind of label you require for each of the segments of the graph that
will be produced, then select the date range.
On the right hand side of the screen further formatting options can be selected. There is an option to ignore
blank values (where there was no response or value entered to the question in the script), and options to
change the size of the graphs produced. When the required options have been selected, click the 'Run' button to
draw the graph.
A statistics panel will appear above the graph showing the various responses and percentages of answers. The
pie chart will appear underneath.
The graph can be dropped into other applications (such as Word or Excel) by clicking on the graph, holding
down the left hand button of the mouse and then dragging onto the other application and then releasing the
mouse button.
©2007
48
CallScripter Manual v4
Alternatively the pie graph can be copied and pasted into other applications by clicking the button on the right
hand side of the mouse, choosing copy, then pasting into the other application in the same way.
Data Breakdown
Data breakdown reports allow statistical analysis of call data collected within scripts. With this function the user
can gain data analysis for all agents, or specific agents for a chosen date range and request reports based on
one or many fields of the script.
First choose the campaign from the list, and then choose a date range, and an agent. The 'to' & 'from' date
period can be any past date period required and the cumulative period can be set to the same date range or
longer for comparison purposes e.g. comparing last weeks totals against last months totals.
Next the fields from the script that are to be reported on are selected from the list on the left hand side of the
screen and added to the report by clicking the >> button this will add them to the list on the right hand side of
the screen. Finally click the 'Run' button.
©2007
Modules
49
The report will show the results and the totals for the period specified and the cumulative totals. If {NO DATA}
appears it means that no value was returned against that field. In the example above you can see that one call
was marked as {NO DATA}.
Inbound Script Usage
The top script listing report allows the user to see which scripts are being run most often during the course of a
specified time period. It will specify the number of script runs, The total script run time in minutes, and the
average script run time. Enter a start date, and time (if required) and an end date and time. Click the 'List Top
Scripts' button to run the report.
For each script the report lists:
·
·
·
·
·
Script name
Number of script runs
Total script run time (minutes)
Average script run time (minutes)
Percentage of total
©2007
50
CallScripter Manual v4
Call Volume Predictor
The call volume predictor uses previous averages of script run times to predict the number of scripts that will be
run for the rest of the current month, and the amount of chargeable minutes expected. CallScripter
automatically works out the relevant days and dates on which to base the calculations. These are read-only
fields that cannot be changed by the user.
The user must specify how many previous weeks to base the calculations on. The default amount is two weeks
but this can be changed from one week, to twelve weeks as required. The user can decide which script type
they wish to run the predictor for by selecting the type from the drop down list.
The predictor can be run for all scripts, or specific scripts only and scripts can be included or excluded by using
the radio buttons at the bottom of the screen. When the 'Run report' button is clicked results will be displayed
at the bottom of the screen.
Statistics so far
The first set of results returned on screen is the actual statistics for the month so far:
Based on these figures CallScripter will predict forthcoming volumes and chargeable minutes using two differing
methods:
Method 1
Method one simply multiplies the previous daily averages (duration and volume) by the number of days
remaining in the month.
Method 2
Method two is slightly more accurate, as this calculates the average rate for each of the 7 days of the week over
the amount of weeks specified and applies the values obtained to the relevant days left in the month.
Inbound Agent Calculator
This calculator, which is based on the 'Erlang C' traffic model, can tell you how many agents you need in your
call centre during a set period. To work this out, you need to know how many calls you receive during that
period, the average duration of those calls and the target answering time you wish to achieve. Using the Agent
Calculator, CallScripter can produce a report based on either the number of agents you have available, or the
service level you wish to achieve. By default the Interval measured is set to 1800 seconds (30 minutes), this can
be changed if required.
©2007
Modules
51
Please Note! The smaller the interval, the more accurate the calculation will be.
The calls per interval is set to 360 calls, again this can be adjusted as necessary to fit with your call flow rate.
The average duration of each call, which must include wrap time, defaults to 240 seconds (4 minutes), but is
adjustable. The target answer time by default is 15 seconds, but again, can be adjusted.
When the above figures have been entered as required, you must specify either the number of agents you
expect to require, or the service level (in percentage) you wish to achieve. The other box must contain a
question mark. Click the 'Calculate' button at the bottom of the screen to run the report.
Agent Calculations
If an agent figure has been entered which is below the minimum required to avoid overload a warning message
will appear and no results will be displayed. It is important to understand that there is a bare minimum of
agents you will need, regardless of the answering delays you are prepared to tolerate. The calculator will not
display a number of agents below this minimum as this would result in an unstable situation in which the
number of calls queued would constantly increase, leading to abandoned calls. When entering an agent figure
above the minimum required, the statistics are shown as follows:
This means that with 50 agents available, only 40% of calls would be answered within 15 seconds, and the
average speed of answer would be just over 80 seconds. The agents would be occupied on calls 87% of the
time, and nearly 33% of calls would be answered immediately. However, if we change the agents available to
80, we will get a different result.
Service Level Calculations
When running a report on the service level you wish to achieve, rather than the agents you have available, you
receive a different set of results.
For example, if you wish to achieve a service level of 90% of calls answered within the target answer time,
enter 90 in the service level box, and click the calculate button.
©2007
52
CallScripter Manual v4
CallScripter will produce a report showing service percentage levels for various numbers of agents, ranging from
the absolute minimum number of agents required, up to the amount of agents required to reach the service
level requested.
2.3.3
Outbound
The Management Information system is used to monitor productivity. Real time and historical graphical
reporting is supported for individual agents, agent groups and the entire contact centre. Live reports show
which page within a script each agent is currently looking at. This allows managers to see precisely what is
happening at each moment in time.
Campaign Summary
This section of the software allows an overview of the overall status of all outbound campaigns including:
·
·
·
·
·
·
Number
Number
Number
Number
Number
Number
of
of
of
of
of
of
records imported
new records (those not yet contacted)
records in use
disabled records
rescheduled records
finished records
This can be used to give an overview of the campaign and used to predict how long the campaign has left to
run.
Campaign Properties
By choosing an individual campaign from the list and clicking on it, the user can select a date range and view
the campaign properties, consisting of:
·
·
·
·
·
·
·
Number of calls made
Total duration
Number of operators
Records called
Average duration per record
Average call duration
Average calls per operator
©2007
Modules
53
Simply select a start date and an end date from the pop up calendars on screen and click the 'Run Report'
button.
Daily Graph / Agent Graph
Once these figures are obtained for the specified date range, the user can produce statistical graphs; Either a
daily graph for the date ranges specified, or an operator graph specifying agent names, call time and samples
called per operator.
At the bottom of the outbound campaign reports screen, there is a further option, where statistical results can
be returned for a specific field in the script. This is particularly useful if you have a call outcome field within the
script and can give an instant overview of the values returned for that field for the specified date range.
Number of calls made - includes any rescheduled and test calls.
Please Note! - A record may be called more than once if rescheduled or not available - because of this reason
the number of calls made is likely to be higher than the number of records called.
Number of records called - Number of actual records or samples contacted.
©2007
54
CallScripter Manual v4
No returned value - Should the result (No returned value) appear, this means that for a number of reasons that
question was not answered within the script. One example of when this may happen would be if the agent quit
the script before this point, or rescheduled the call.
Data Analysis Report
The Campaign Data Analysis report allows you to generate a graphical representation of call data based on any
field in a script for a given date range. These graphical representations can then be copied and pasted into
other documents and reports if required.
The user can specify time frames, view statistics and modify the format of the charts.
Firstly the correct campaign is selected from the drop down list at the top of the page. When this has been
selected, the list underneath will be populated with the relevant fields in the script. Select the field you wish to
view statistics for and then choose which kind of label you require for each of the segments of the graph that
will be produced, then select the date range.
On the right hand side of the screen further formatting options can be selected. There is an option to ignore
blank values (where there was no response or value entered to the question in the script), and options to
change the size of the graphs produced. When the required options have been selected, click the 'Run' button to
draw the graph.
©2007
Modules
55
A statistics panel will appear above the graph showing the various responses and percentages of answers. The
pie chart will appear underneath.
The graph can be dropped into other applications (such as Word or Excel) by clicking on the graph, holding
down the left hand button of the mouse and then dragging onto the other application and then releasing the
mouse button.
Alternatively the pie graph can be copied and pasted into other applications by clicking the button on the right
hand side of the mouse, choosing copy, then pasting into the other application in the same way.
Data Breakdown
Data breakdown reports allow statistical analysis of call data collected within scripts. With this function the user
can gain data analysis for all agents, or specific agents for a chosen date range and request reports based on
one or many fields of the script.
First choose the campaign from the list, and then choose a date range, and an agent. The 'to' & 'from' date
period can be any past date period required and the cumulative period can be set to the same date range or
longer for comparison purposes e.g. comparing last weeks totals against last months totals.
Next the fields from the script that are to be reported on are selected from the list on the left hand side of the
screen and added to the report by clicking the >> button this will add them to the list on the right hand side of
©2007
56
CallScripter Manual v4
the screen. Finally click the 'Run' button.
The report will show the results and the totals for the period specified and the cumulative totals. If No Data
appears it means that no value was returned against that field. In the example above you can see that one call
was marked as No Data.
Agent Summary
The Inbound agent summary allows the user to view call centre statistics for a 24 hour period. This enables the
user to check agent performance and call levels. Choose a particular date for which you wish to see agent
statistical reporting, and click the run button.
CallScripter will produce a graph giving details of numbers of scripts run during each hour of the day chosen.
Above the graph will be displayed a list of operator names, with statistics for each agent:
· The number of calls per agent
· Total time on phone
· Average call length
©2007
Modules
57
By clicking on the ..more links to the right hand side of the agents’ name that you wish to analyse further, you
can view the details of the inbound scripts that have been completed by them for that day.
CallScripter will provide an individual graph, and a list of scripts that have been run by that agent, along with
the exact times the script was launched & finished, and the duration of each script.
To view the data collected within one of the calls, click on the campaign name to open the call details in a new
window.
Campaign Breakdown
Campaign breakdown reports allow statistical analysis of all records called. With this function the user can gain
data analysis for all agents, or specific agents for a chosen date range and request reports based on one or a
breakdown of by hour, day or month.
First choose the campaign from the list, and then choose what you wish to report on and an agent. The 'to' &
'from' date period can be any past date period required and you can choose whether to show the results on
graph.
Next select the breakdown of the time period, by hour; day or month. Finally click the 'Run Report' button.
©2007
58
CallScripter Manual v4
The report will show the results and the totals for the period specified in the specified breakdown.
2.3.4
Email
The Management Information system is used to monitor productivity. Real time and historical graphical
reporting is supported for individual agents, agent groups and the entire contact centre.
Data Breakdown
Data breakdown reports allow statistical analysis of call data collected within scripts. With this function the user
can gain data analysis for all agents, or specific agents for a chosen date range and request reports based on
one or many fields of the script.
First choose the campaign from the list, and then choose a date range, and an agent. The 'to' & 'from' date
period can be any past date period required and the cumulative period can be set to the same date range or
longer for comparison purposes e.g. comparing last weeks totals against last months totals.
Next the fields from the script that are to be reported on are selected from the list on the left hand side of the
screen and added to the report by clicking the >> button this will add them to the list on the right hand side of
the screen. Finally click the 'Run' button.
©2007
Modules
59
The report will show the results and the totals for the period specified and the cumulative totals. If No Data
appears it means that no value was returned against that field. In the example above you can see that there
are a number of calls marked as No Data.
Agent Summary
The Inbound agent summary allows the user to view call centre statistics for a 24 hour period. This enables the
user to check agent performance and call levels. Choose a particular date for which you wish to see agent
statistical reporting, and click the run button.
CallScripter will produce a graph giving details of numbers of scripts run during each hour of the day chosen.
©2007
60
CallScripter Manual v4
At the foot of the graph will be displayed a list of operator names, with statistics for each agent:
· The number of scripts action per operator
· Total time on script
· Average script length
By clicking on the ..more links to the right hand side of the agents’ name that you wish to analyse further, you
can view the details of the inbound scripts that have been completed by them for that day.
CallScripter will provide an individual graph, and a list of scripts that have been run by that agent, along with
the exact times the script was launched & finished, and the duration of each script.
To view the data collected within one of the calls, click on the campaign name to open the call details in a new
window.
2.4
Script Editor
Edit Scripts
FAQs
Product Administrator
Script History
DDI Administrator
Manage Styles
Manage Templates
Edit Workflows
Multi-Picklist Admin
Customer List
Displays a list of added customers in the system and allows the user to select a customer to work with. To
search for a customer type the first few characters of the customer name into the search box. To select a
customer and view and edit the scripts, click on the customer name using the mouse.
©2007
Modules
61
Add
Click this button to add a new customer to CallScripter. Enter the customer name, address and contact details
on the right hand side of the screen and click the 'Save' button. If you make a mistake you can click the 'Revert'
button to undo changes.
Delete
Select a customer from the list and click this button to delete the customer.
Script Details
Double-click the customer name in the list and select a script, now the Script Description details will appear.
Here you can set versions of the script live and assign script permissions to users.
Script Name
Contains the script name, the script name can be amended or updated by typing the new desired name in this
box and clicking the 'Save' button. Note that the script name cannot contain illegal characters such as single
quotes, double quotes, forward or back slashes. These will be stripped out automatically by the system.
Description
Free format text box in which to enter a description for the script.
©2007
62
CallScripter Manual v4
Version Live
Lists versions of the selected script in a drop down list format. To place a script *Live* in the call centre and
make visible to the agents in the Agent Desktop, select the version required and click the 'Save Changes'
button.
Please Note! - You cannot edit a live version of the script.
Joined Script
A script can be marked as a joined script, meaning that it is launched from inside another script. Scripts marked
as joined scripts are not visible in the Agent Desktop.
Type of Script
Radio buttons that determine the type of script; Inbound, Outbound, Non-Calling and Email.
Script Permissions
Click the + sign and check boxes will appear, these determine which group of agents are permitted to access
the script. The groups are determined in the User Admin section under 'System Manager'. A script can be
assigned to more than one group. Users that do not have correct permissions to access the script will not be
able to see the script in the Agent Desktop list.
Administer
Click the + sign and more buttons will appear, here you can administer sections associated with the script.
Products, FAQs, Schedule & Edit Reports and Workflows.
©2007
Modules
63
View Script History
See Script History
View Script Runs
See Call Manager
Script Versions
Double-click the script name in the list and the Edit Scripts page will appear. Click on the version you need from
the list on the left and the screen will change so that you can add Notes and Colour Schemes.
New Version
To create a new version of a script, first select the script by clicking on the script name and clicking the 'Edit
Script' button. Then click the 'New Version' button. The new version will appear in the script versions list and will
be listed with the date and time that it was created.
Run Script Version
Launches the selected version of the script in a new pop up browser window for testing and development
purposes. When running a script directly from the Script Editor it runs in 'Development Mode'.
Delete Version
Select a version of the script from the script version list and click the 'Delete Version' list to delete it.
Notes
Free format text box in which to enter any notes regarding the script.
Colour Scheme
Displays a list of colour schemes that have been created. To apply a stylesheet to a script, select an entry from
the list and click the 'Save Changes' button. To create a new stylesheet, click the 'Edit Script Colours' button.
Double-click on the version in the list and the Script Editor will launch.
2.4.1
Copy Script
Control List
Tools
©2007
Edit Scripts
64
CallScripter Manual v4
Advanced Lookup
Calculate Field
Clear Data
Conditional Buttons
Database Get
Database Integration
DDI / CLI
Lookup
Non-Calling Scripts
Outbound Scripts
Outcome
Pages
Emailer Controls
Script Variables
Variable Text
2.4.1.1
Copy Script
Click the 'Copy' button to copy an existing script from another customer into this selected customer. Once
copied a script can be amended as normal.
Choose the customer you wish to copy the script from and click the 'Next' button. Now select which script and
which version of the script you wish to copy. Give the new script a name and click the 'Finish & Copy' button.
The new script will now be available in the script list for the current customer to edit as you wish.
This facility can also be used to copy earlier versions into the same customer, rather than using the new version
button, which will only copy the most recent version, however, they must be copied using a new script name.
2.4.1.2
Control List
01.Page Elements
Chargeable
Hidden Field
Space
Unique Session No
A hidden field that gets set automatically to 'Yes' or 'No' depending on the outcome
selected in the 'Outcome' select list.
A field that can contain data that you do not wish the agent to see. Field name can
be amended.
Creates a space on the page for layout and design purposes, the height can be set.
Will display the session number of the call on screen for the agents use. Records
the session number on the reports. The field name and field text can be amended.
©2007
Modules
65
Check Box
A tick box that can be used by the agent to return the value 'YES' as a value against
a particular question.
Address 1
Address 2
Address 3
Address 4
Company Name
Contact Name
Country List
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Drop down list containing various pre-defined countries, which can be added to, or
amended as required by clicking the ‘Advanced Properties' button. Default value can
be set.
Input field - default size, character limit and value can be set.
Input field - default size and value can be set - will check valid address format when
validated.
Input field - default size, character limit and value can be set.
Input field - default character limit and value can be set - includes Find Address
button which launches the postcode vendor (selected from a drop down).
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Input field - default size, character limit and value can be set.
Drop down list containing various pre-defined titles, which can be added to, or
amended as required by clicking the ‘Advanced Properties’ button. Default value can
be set.
Input field - default size, character limit and value can be set.
County
E-mail Address
Forename
Postcode
Surname
Tel Number - Home
Tel Number - Mobile
Tel Number - Work
Title
Title List
Town
Date Field
Date of Birth
Time
Year of Birth
Displays a pop-up calendar when run in the Agent Desktop and allows the agent to
select a date and return it as a value in the script.
Drop down control - DD, MM, YYYY.
Drop down control - HH, MM.
Drop down list - YY.
Image Control
Allows an image to be embedded in the page. Add the image control onto the
required page, in the required position, and click the 'Advanced Properties' tab to
browse for an image on the network or your PC. When uploading an image they are
saved to the Images folder under the CallScripter root directory.
Input Box
Input field - default size, character limit and value can be set. - field name and field
text can be amended.
Input field - default size and value can be set.
National Ins Number
Drop Down
Multi Level Picklist
Outcome
Select List
Gender
Radio Button - Double
©2007
A drop down list that can be populated with values, or import them, for the agent to
select an entry.
A multi level picklist populated by the Multi Level Picklist Admin system. See Multi
Level Picklist section for more details.
A static select list with default options, which can be amended or deleted. Allows the
agent to select an outcome for a call. Sets the hidden 'Chargeable' field to either
Yes or No.
A select list that can be populated with values, or import them, for the agent to
select an entry.
Radio button, allowing the agent to select Male or Female depending on the gender
of the caller.
A Yes / No radio button which only allows the agent to select one value. The value
returned is either 'Yes' or 'No'.
66
CallScripter Manual v4
Radio Button - Single
Radio Button - Triple
Comments
Text Area
A Yes radio button which only allows the agent to select one value. The value
returned is 'Yes'.
An Agree / Don't Know / Disagree radio button which only allows the agent to select
one value. The value returned is either 'Agree', 'Don't Know' or 'Disagree'.
A large free format text box for the agent to enter comments - default size,
character limit and value can be set. Has the default screen text of 'Comments'.
A large free format text box for the agent to enter comments - default size,
character limit and value can be set.
02. Text
Countdown Timer
Menu Text Control
Variable Text Label
Operator Note
Sticky Notes
Text Label
Control which allows a countdown timer to be placed in the Menu bar of the Agent
Desktop whilst the script is running, which counts down a timed value, then displays
a warning message.
Allows text, variables and field values to be displayed at the top of the script in the
menu bar for agent reference for the duration of the session. To configure, the text
and variables to display are added to the 'Advanced Properties' properties of the
control in the editor. HTML code can also be used within the control to add buttons /
links etc.
Allows text to be displayed in a script, and can display variable information. Click the
'Advanced Properties' button to enter text and variables to display in the script at
run time.
A text label with a yellow highlighted background, used for displaying instructions to
the agent. The field text can be amended as required.
As above, but can be accessed and amended instantly and externally without
affecting the script, by using the Call Manager.
Allows text to be displayed in a script. HTML code can also be typed into the field
text within the editor if required. The field text can be amended as required.
03. Navigation
Conditional Button
Launch Diary
Repeat Script
Allows conditional branching to script pages, determined by JavaScript logic as
defined by the calculation builder.
A button which when clicked launches the diary booking system. The diaries are
configured in the Diary Admin section and linked to the script by specifying a
reference in variable [var_diary_ref]. See Diary manual for more details.
A button to return to the first page of the script and begin a new session without
returning to Agent Desktop. Has the default screen text of 'Input Another'. Needs to
be used with a stored procedure sp_Agent_FinishAll.
Button - Image
An image button that can link two pages together.
Conditional Button - Image An image button that allows conditional branching to script pages, determined by
JavaScript logic as defined by the calculation builder.
GoToPage - Image
A select list with an image button beneath it, which when clicked will link to many
differing pages, dependent on the option selected by the agent.
Back Button
Button
Close Window
GoToPage
Joined Script
A button which automatically takes the agent back to the previous page they came
from. Has the default screen text of 'Back'.
A button that can link two pages together. Has the default screen text of 'Next'.
A button which when clicked will close the Agent Desktop browser window. Has the
default screen text of 'Close Window'.
A select list with a button beneath it, which when clicked will link to many differing
pages, dependent on the option selected by the agent. Has the default screen text of
‘Go To’.
Creates a link to a joined script under the same customer launches the script within
the Agent Desktop.
©2007
Modules
67
04. Advanced Scripting
Calculate Field
Used for adding logic and JavaScript calculations to the script page and setting or
retrieving variable information. See the Calculate Field section for more information.
05. Database
Advanced Lookup
The advanced lookup control allows information from a database table to be
displayed on screen. During set up the user can decide whether entries are
selectable by the agent. Selected entries are written to a table within CallScripter
called tbl_adv_lookup_selected. See Advanced Lookup for more details on
configuration and set up.
Clear Data Control
Deletes data from a complete page in a script for the current session. Simply drop
the control into the script and select which page the data is to be deleted from.
Database Get
Allows a sql query to be executed and data results to be returned to fields on the
current page. Uses integrated NT authority or SQL authentication to connect to the
database.
Database Drop Down
A drop down list that allows a sql query to be executed and data results to be
returned to fields on the current page. Uses integrated NT authority or SQL
authentication to connect to the database.
Database Multi Select List A multi select list that allows a sql query to be executed and data results to be
returned to fields on the current page. Uses integrated NT authority or SQL
authentication to connect to the database.
Database Select List
A select list that allows a sql query to be executed and data results to be returned to
fields on the current page. Uses integrated NT authority or SQL authentication to
connect to the database.
Lookup
A button which allows a connection to a database table and returns results into a list
for the agent to select an entry and return information to fields in the current page.
06. Web site
Close Web Frameset
A button that when clicked will go to the next page of the script & close a website in
the lower half of the screen. Has the default screen text of 'Next'.
Iframe
Opens a website within a window in the script itself. The height and width can be
amended as required.
Open Web Frameset
A button that when clicked will go to the next page of the script & open a website in
the lower half of the screen. Has the default screen text of 'Next'.
Open Web Page
A link which can be put on a page of a script which when clicked will launch a
website.
Open Web Page - Window A link which can be put on a page of a script which when clicked will launch a
website in a new resizable window.
Web in Frameset
A link which can be put on a page of a script which when clicked will launch a
website.
07. Email & SMS
Emailer - Hidden
Emailer - Automatic
Attachment
- Runs a report automatically from the script page as created in the Report Designer.
Simply select the report ID in the Advanced Properties when adding the control.
Sent via email as an attachment file.
Emailer - Automatic - In Runs a report automatically from the script page as created in the Report Designer.
Body
Simply select the report ID in the Advanced Properties when adding the control.
Sent via email in the body of the email.
Emailer
Preview
- Runs a report from the script page as created in the Report Designer. The agent can
Attachment
preview the report before sending manually. Simply select the report ID in the
Advanced Properties when adding the control. Sent via email as an attachment file.
Emailer - Preview - In Runs a report from the script page as created in the Report Designer. The agent can
Body
preview the report before sending manually. Simply select the report ID in the
Advanced Properties when adding the control. Sent via email in the body of the
email.
©2007
68
CallScripter Manual v4
SMS - Preview SMS
Sends an SMS report from the script page as created in the Report Designer. The
agent can preview the report before sending manually. Simply select the report ID in
the Advanced Properties when adding the control. Sent via SMS in the body of the
text.
08. CRM
See CRM Admin manual
09. Outbound
Call Outcome Code - Drop A drop down list that enables the agent to select an outbound outcome code for the
Down
call. The list is populated by campaign specific entries entered into the Outbound
Manager and is only visible at run time.
Call Outcome Code - List A select list that enables the agent to select an outbound outcome code for the call.
The list is populated by campaign specific entries entered into the Outbound
Manager and is only visible at run time.
Reschedule Date
Reschedule Diary
Reschedule Time
Enables the agent to reschedule a call record within a script by selecting a date from
a pop up calendar.
Displays to the agent at run time a list of rescheduled calls that have been assigned
to them to allow them to organise rescheduled calls being booked and avoid overbooking calls on a particular date / time.
Enables the agent to reschedule a call back for a particular record within a script by
selecting a time from a drop down list.
10. Workflow
Re-set Workflow
Set Workflow
Re-sets any workflows running within a script.
Sets a workflow to run within a script.
11. Telephony
Hang Up Call
Make Call
A button which when clicked will hang up a call made with the make call control.
An input box which can be populated with a phone number to dial, either manually
or dynamically using a calculation control. A button to the side of the control will
connect to the phone switch when clicked and dial the number specified. (Only in
installations where the system is integrated with the phone switch - not part of
standard installation).
12. Rota
See Rota Manager manual
13. Shopping
Shopping Basket
Button which when clicked launches the shopping basket to display products linked
to the script. Products are added using the Product Admin section.
Used Controls
Displays a list of pages, and controls that have been added to those pages, for use in other pages. Used
controls prevent duplication of fields in reports and reduce the need to double type information down separate
legs of the script in the Agent Desktop. Under each page you will have the option to add all controls on the
selected page to the current page you are working on.
2.4.1.3
Tools
By clicking the 'Tools' button under the page list in the Script Editor you will access the Tools menu, where you
have the following options:
©2007
Modules
69
Page Properties
Allows you to rename the current selected page, and mark the page as either the Start, Penultimate or Last
page.
Start Page
The start page is the first page of the script that the Agent Desktop will display when running a script. It is also
the page that the Agent Desktop will jump to when the operator clicks the 'Home' icon.
Penultimate Page
The penultimate page is the page that CallScripter will jump to when the 'Hang-up' icon is clicked in the Agent
Desktop.
Last Page
The last page is the final page of the script. This will normally always contain the 'Close Window' button.
Create Template
When clicked will create a new page template in the template library from the current selected page. Simply
give the template to be created a relevant name and click the 'Create' button to add the new template to the
library.
Insert Template
Adds a selected template page from the template library to the current script. Select the template required from
the library list that is displayed, give the new page to be created a relevant name and click the 'Add' button.
Check Script
Launches the Link Checker which checks any non-existent links between pages of the script and whether the
start, end and penultimate pages are configured correctly.
©2007
70
CallScripter Manual v4
Run Script
Launches the script in a new window for testing and development purposes.
Script Variables
Allows the script builder to add in additional script variables for use in calculations and logic statements.
Variables are temporary stores of information that last for the duration of the script session only, and are only
visible when in development made (When the script version is not live). See the Script Variable section for more
information.
Find Field
Allows the user to enter a name of a field used in the script and search the entire script for that field. If found,
the field and the name of the page that the field is contained on is displayed. A hyperlink will link the user to
the pages that the control has been found on.
©2007
Modules
71
Product Admin
Launches admin screens for the product administrator, allowing the user to add / import products, prices,
upsells, downsells and images etc.
2.4.1.4
Advanced Lookup
The advanced lookup control allows a connection to data within a table in SQL server. It can be used to only
display data, or the agent can select one or more entries if required, and it will return a list of selected values to
the call record. The data is returned using a valid Stored Procedure, or SQL statement.
The control is located under the Advanced menu, drop it into the relevant page in the script. Click on the
Advanced Properties tab, choose the Database Integration (usually SQL Server), choose the SQL Server and
select the Authentication mode (usually Windows Authentication), click 'Test Connection'. Select the Database
from the list.
©2007
72
CallScripter Manual v4
Now choose the minimum and maximum items to be selected. For example entering a minimum of –1 and a
maximum of –1 will only display data, and will not allow any records to be selected. Entering Min 1 and Max 1
will only allow one record and one value to be selected and returned to the call record. Entering Min 1 and Max
0 will allow a minimum of 1 record and no maximum amount to be selected.
The 'lookup field id' can be used should you wish to use the advanced lookup control as you would a multi level
pick list, and will allow top level results, then return further results based on the top level selection. This ID will
be the LookupID in the SQL table tbl_MultiLookup. Click the 'Next' button to proceed.
On the next screen, any valid SQL statement can be entered. The variable list at the bottom of the screen can
be used to pass in values if required. For example, stored procedures can be run using the advanced lookup
control and by passing in variable information collected in the script so far:
©2007
Modules
exec
CS_PREVIOUS_SEARCH
[var_phone], [var_address1]
[var_script_name],
[var_surname],
73
[var_postcode],
This stored procedure will look up previous caller details based on a search value of the script name, surname,
postcode, and phone number or address1 collected in the script so far (this information has been passed into
variables). The 'Insert Filter Value' button is used if there is more than one advanced lookup control on a page.
It will insert a value passed by the previous advanced lookup control. Click the 'Next' button to continue.
The following screen will list the columns in the database specified in your SQL statement. Only one value can
be returned into the script. This needs to be marked as your 'Reference Field'. The values that you wish to be
displayed in the advanced lookup control need to be ticked appropriately. When you have chosen your fields,
click the 'Finish' button.
When the script runs in the Agent Desktop, as the page loads the advanced lookup control should be populated
with the results from the SQL query. If you have specified that one or more records can be selected a box will
appear next to each record on the left hand side. To select an entry use the mouse to place an X in the relevant
box.
©2007
74
CallScripter Manual v4
Further information can be displayed for each entry by double clicking on it, to launch a pop-up window
containing information for each column in the database.
If you are using the advanced lookup to return data to the script, it is a good idea to assign the results to a
variable so you can see the values that are being returned to the script. When you select more than one entry a
comma will separate the results. To return more than one piece of data (for example, if we need to return the
address fields) a Database_Get control should be used on a subsequent page with the result from the advanced
lookup control used as the search value.
Please Note! When using test values please ensure alphabetical values are contained in quotes e.g. 'Ipswich',
numerical values do not need quotes. Click here for more help.
2.4.1.5
Calculate Field
This control is used to do arithmetic, concatenate strings and then assign the resulting value to a variable or
field. To add a Calculate Field you click on the Calculate Field control. This will add it to the current page and
will select it for you. Now all you need to do is write the code to make it function.
When the <<CREATE CALCULATION CONTROL>> is highlighted within the page, click on the Advanced
Properties tab to launch the calculation builder. This provides an easy wizard for people who do not know
JavaScript to create calculations to do interesting things within a script.
At the bottom are two lists, the 'fields' list is a list of fields on the current page in the script. The 'variables' list is
a list of built in and user created variables in the script. Click on an entry in either of these lists and the variable
/ field will be added to the top window.
©2007
Modules
75
The Show QuickCode box helps you write calculations, if this is selected a drop down box will appear at the
cursor with suggestions on operators, field and variables. The Wrap Code box continues the calculation on the
next line down rather than you having to scroll across to see the end of the statement.
In a calculation fields and variables must always have square brackets ([ ]) around them (these are added
automatically when you choose from the list). A list of available operators are:
+
*
/
=
<
>
!=
if
else
©2007
Adds two variables / fields together (for numbers) or concatenates two strings (for text)
Takes the value of one variable away from another
Multiplies two numbers together
Divides two numbers
Sets a variable of field to a value or the result of a calculation, or checks if two values are equal
Checks if one value is less than another
Checks if one value is less than another
Checks if one value is not equal to another
Advanced – see any JavaScript book
Advanced – see any JavaScript book
76
and
not
or
CallScripter Manual v4
Advanced – see any JavaScript book
Advanced – see any JavaScript book
Advanced – see any JavaScript book
You can add these operators to get the calculation to return different values and create new actions and results.
When you have finished click on the 'Save' button to return to the editor. A calculation control is hidden to the
operator taking a call.
Calculations can perform very basic tasks (such as simply setting a variable) to very complex tasks. Some useful
functions are provided in the JavaScript pages.
2.4.1.6
Clear Data
The Clear Data control allows you to clear data from pre-specified pages when you go to a page containing the
control. The control is only visible at design time, it is hidden from the operators. It allows you to get rid of any
erroneous data from legs of a script, which have proved to be wrong i.e. taking credit card details, reaching the
end of the script and then the caller deciding that paying by direct debit would be better. It will mean that data
collected on the marked pages would be erased from the database (in tbl_data).
Drop the Clear Data control into a page (e.g. the first page of the script). You can find it under Special Controls
> Database. You now need to choose which pages to delete the data from. Click on the Advanced Properties
tab, you will be presented a list of pages in the script. You need to select which ones you need to delete the
data from.
©2007
Modules
77
Please Note! To select / deselect multiple pages hold down the control (Ctrl) key and click on the entries.
Click on the 'Update Link' button when you have finished choosing the pages. Set-up is now complete, when
running the script and an operator goes to the page with the control on, it will delete the data for that call on
the pages that you have selected.
2.4.1.7
Conditional Buttons
Conditional Buttons can be used when building a script to decide a call route based on an answer given or
defined criteria. They use if and else JavaScript statements and include a handy wizard to help you when
building your statements. There are two Conditional Buttons, Conditional Button - With Checking and
Conditional Button - Without Checking.
They both work in the same way except that one (With Checking) will not allow the operator to proceed until
the fields in the current page are completed. A Conditional Button allows the button clicked to go to different
pages, instead of just one page as with a normal button, dependent on certain conditions. If the condition
evaluates to TRUE then it will go to a set page defined by the person creating the script, else, if it’s FALSE it will
go to an alternative page.
When you have added a Conditional Button to the page, then click on the Advanced Properties tab to launch the
Conditional Builder. Clicking in the first text grey field will launch the Condition box.
©2007
78
CallScripter Manual v4
We can write a statement directly into the first text field if necessary or we can use the Quick Code drop down
box that will appear when you start typing.
The second grey field contains a drop down list of all the current pages. You need to create your new pages in
the normal manner if you have not done so at this point. By default you have two pages the button can go to. It
will go to the first one when the statement is TRUE, and go to the last one if it is FALSE.
©2007
Modules
79
The statements are similar to the ones used in the Calculation Control, with the exception that they must
evaluate to TRUE or FALSE. Statements can be as complicated as you want them, but at a basic level they come
in two varieties. Comparing a field/variable value to another field/variable, or comparing them to a fixed value.
You can also compare if a value is less than, greater than or if two values are not equal. You can also use
conditional button to check something on the page and display a warning to the agent if it has not been
completed correctly.
To add more than one line to the Conditional Button then click the + sign at the left hand side of the Conditional
Builder.
2.4.1.8
Database Get
The Database Get control allows a connection to a SQL database and retrieval of a specific data record. It
should only be used when there is a unique identifier for a particular record, as only one record can be returned
at a time. The Database Get control can also be used to update or insert records in a database as required.
It runs when the page loads in the Agent Desktop. A prime example of where a database control can be used is
in an outbound campaign to lookup address details for a specific outbound record. First the fields to contain the
data retrieved from the database are put into the relevant page of the script next the Database - Get control is
added to the page.
©2007
80
CallScripter Manual v4
Click on the Advanced Properties tab, choose the Database Integration (usually SQL Server), choose the SQL
Server and select the Authentication mode (usually Windows Authentication), click 'Test Connection'. Select the
Database from the list.
On the next screen, any valid SQL statement can be entered. The variable list at the bottom of the screen can
be used to pass in values if required. For example, stored procedures can be run using the advanced lookup
control and by passing in variable information collected in the script so far or use a SQL statement (update,
insert or select) to bring back information from a table:
The search value can be replaced by variable information by clicking on the relevant variable name in the list
below the text box. Alternatively, the value of a particular field that has already been completed can be used as
a search value by dropping the field into the SQL statement as the search value.
The next screen allows the user to test the query using some dummy values - by default these are set to '1' but
these values can be changed as required.
©2007
Modules
81
Please Note! When using test values please ensure alphabetical values are contained in quotes e.g. 'Ipswich',
numerical values do not need quotes. Click here for more help.
The next screen shows a list of column headings that have been returned from the SQL database. Underneath
each heading is a drop down list containing the fields on the current page. To return an entry from the SQL
table, match it up to the field that you wish the data to be returned into. The overwrite check box should be
checked if you require a new search to be carried out each time the page loads. When the script is run in the
Agent Desktop the chosen fields should be populated by the required information from the database.
If you do not want the agent to see information being returned from the database the information can be
returned into 'Hidden Fields'. If you wish you can return all data required from the database at the beginning of
a script and then transfer the information into variables for use throughout the script, by using a calculation
control.
Updating database records using a Database-Get control
If you need to update information in a table whilst running a script, each record must have a unique reference
number. Add an ID column to the SQL database table (if it doesn’t already have one), so each record has a
©2007
82
CallScripter Manual v4
unique number for reference. Ensure this Unique ID is referenced at some point within the script. If this is an
outbound campaign, this will happen at the beginning of the script (var_reference). Enter the fields that you
wish to update into the script.
For example we can clean address data for an outbound campaign, so we must import this data initially into the
script to allow the agent to check it and over type if necessary. So, we need address fields on our page to hold
the information. Now use a database control on the same page, to pull in the information held in the database
into those fields on your page (see instructions for Database Get control).
Now, at the end of the script you need to put in another database get control into the page. Put in the Server
name, choose the database from the list of databases, and then write a SQL 'Update' statement, instead of
'Select'. Replace the values you wish to update in the database with either variables from the variable list, or
fields from the field list.
Example:
set nocount on
update tbl_Test
set Title = [Title], Address1 = [Address1],Address2 = [Address2], Address3 =
[Address3], Address4 =[ Address4], Town = [Town], County = [County],
Postcode =
[Postcode] where ID = [var_ID]
select 'finished' return_status
When you click the 'Next' button after entering the SQL statement you will be asked which field you wish to
update. Drop a hidden field control into the page, and matching off the Return_Status against this. When the
script is run in the Agent Desktop, it should pull back the required info from the database, allow the agent to
update them, and then write them back to the table at the end of the script.
Warning! Make sure you have made a copy of the original database before testing, as update statements are
irreversible. If the statement then fails, or overwrites data you wish to keep, you can revert back to the original
database.
2.4.1.9
Database Integration
Microsoft SQL Server
Select SQL server from the list and choose Windows for integrated security or SQL authentication to enter a
Username and Password. Then click the 'Test Connection' button, any connection errors will be displayed.
©2007
Modules
83
Select a Database from the list and click 'Next'.
OLE DB
Enter the Connection String e.g. Provider=SQLOLEDB;integrated security=SSPI;Initial Catalog=CallScripter;Data
Source=Server1. You can also connect to spreadsheets and Access databases using this method.
Import Function
You can now import directly from Excel spreadsheets and Access databases. Make sure that you have the
following set up in your browser options:
· Add the website to trusted sites
· Allow cross domain data sources in the misc section
· Enable ActiveX
You can choose to import a table or write a SQL query, if you choose a table then you can add filter values in
©2007
84
CallScripter Manual v4
the test query page, this is useful if you don't want every record from the table to populate the control.
ODBC
System DSN displays a pre-populated drop down containing any ODBC DSN's that have been set up on the
CallScripter server (enter a User Name and Password if required).
ODBC Connection String allows you to manually type in a Connection String like the one above to an existing
database or spreadsheet on the server.
DDI / CLI
2.4.1.10
The Direct Dial Inward (DDI) or the Caller Line Identification (CLI) number can be populated automatically
within a script if required. To do this two variables must be declared, called var_CLI, and var_DDI. To add a
script variable, go to the Tools menu and select Script Variables.
©2007
Modules
85
Next, add 2 Input Blank - No Check, Read Only or Hidden fields and re-name them as CLI and DDI. When this
has been added, a calculation control needs to be added to the same page.
Click on the Advanced Properties tab for this control, and enter the following calculation:
[CLI] = [var_CLI];
This will populate the field with the CLI number when the script is run in the Agent Desktop. The same principal
applies to the DDI Number.
[DDI] = [var_DDI];
When the page loads in the Agent Desktop, it will contain the DDI number.
Lookup
2.4.1.11
The lookup control allows a connection to a SQL database table from within a script, and a specified record to
be returned to fields within the script.
©2007
86
CallScripter Manual v4
It can work in two ways, either by the agent clicking on a button, which in turn launches a search box where a
search value can be typed in, or by specifying a search value using a variable already captured previously in the
script, meaning that the search will be performed when the button is clicked without the agent having to type
anything in.
The control is located under the Advanced menu, drop it into the relevant page in the script. Click on the
Advanced Properties tab, choose the Database Integration (usually SQL Server), choose the SQL Server and
select the Authentication mode (usually Windows Authentication), click 'Test Connection'. Select the Database
from the list.
On the next screen, any valid SQL statement can be entered. For example, stored procedures can be run using
the advanced lookup control and by passing in variable information collected in the script so far:
To insert this search value automatically, click the ‘Insert Search Value’ button.
'XXXX' will search for exact matches in the database.
©2007
Modules
87
Percentage signs can be used to achieve the following effects:
'%XXXX%' = will search for matching items anywhere in the string.
'%XXXX' = will search for matching items at the end of the string.
'XXXX%' = will search for matching items at the start of the string.
The following screen will list the columns in the database specified in your SQL statement. Only one value can
be returned into the script. This needs to be marked as your 'Reference Field'. The values that you wish to be
displayed in the advanced lookup control need to be ticked appropriately. When you have chosen your fields,
click the 'Finish' button.
The search value can be replaced by variable information by clicking on the relevant variable name in the list
below the text box. Alternatively, the value of a particular field that has already been completed can be used as
a search value by dropping the field into the SQL statement as the search value.
The next screen allows the user to test the query using some dummy values - by default these are set to '1' but
these values can be changed as required.
Please Note! When using test values please ensure alphabetical values are contained in quotes e.g. 'Ipswich',
numerical values do not need quotes. Click here for more help.
The following screen shows a list of column headings that have been returned from the SQL database.
Underneath each heading is a drop down list containing the fields on the current page. To return an entry from
the SQL table, match it up to the field that you wish the data to be returned into. The 'Overwrite' checkbox
should be checked if you wish each search to return a new value e.g. an operator can only search once and the
value returned to a field will not be overwritten by a new search. The 'Display in List' checkbox means that the
field would be displayed in the search results, before being chosen by the agent to be returned to the script.
Click the 'Finish' button when you have chosen all the fields to update.
If you do not want the agent to see information being returned from the database the information can be
returned into 'Hidden Fields'. If you wish you can return all data required from the database at the beginning of
a script and then transfer the information into variables for use throughout the script, by using a calculation
control.
Now when the script is run in the Agent Desktop and the 'Search' button is clicked the agent can enter a search
©2007
88
CallScripter Manual v4
value to find entries in the SQL table.
The agent should click on an entry to select it and return information into the selected fields in the script.
Lookup using a hidden search value
There may be times that you need to search information within a database, but keep the search value hidden
from the operator, such as searching on an answer given earlier in the script (postcode for example).
To do this the normal lookup button should be inserted into the page, along with the fields you wish to populate
with the information returned from the database. The SQL statement would be written in the usual manner,
using 'XXXX' to replace the search value. The search value must be either a variable, which can be referenced
on any page for calculation purposes, or must be a hidden field on the current page.
Add a calculation field on the page. Finally, match off the Lookup control against either the variable, or the
hidden field, like this:
[Lookup] = [var_searchvalue];
When the script is run in the Agent Desktop, the agent will click the search or lookup button, which will return
results immediately rather than launching the search box and allowing them to enter their own search value.
Non-Calling Scripts
2.4.1.12
Scripts can be marked as non-calling, which means they are not associated with a telephone conversation, or
linked to a DDI number. Scripts such as these can be used for coupon responses, data entry and customer
survey questionnaires. To set up a Non-Calling Script, the script when created must be marked as a 'Non-Calling
Script' by clicking the relevant radio button on the Edit Script Details page.
The script is then created, usually with only 2 pages. The first page contains the relevant data input fields
required. The second page will contain a script loop button, which when clicked will return to the first page for
entry of another record, and also a close window button to return to the Agent Desktop.
These pages must be marked correctly within the editor as the start and last pages. The last page should also
be set as the penultimate page.
To get the script to loop back to the start page so another entry can be made without returning to the Agent
Desktop main menu, a Repeat Script control needs to be added to the last page. The default text on this button
©2007
Modules
89
reads 'Input Another', changing the field text will change this.
Please Note! The repeat script control only works with a Stored Procedure called sp_Agent_FinishAll.
Non-Calling Scripts launch in a new moveable, re-sizeable browser window. The Agent Desktop main menu
remains open and active on the desktop to allow for incoming calls to take precedence and for CTI to remain
fully functional. CallScripter differentiates between Inbound, Outbound and Non-Calling scripts by a code in the
table tbl_Scripts.
Entries made into the Non-Calling scripts can be viewed using the Call Manager section of the software, where
they are easily identified as Non-Calling activity.
Outbound Scripts
2.4.1.13
Reschedule Screen
It is now possible to set several variables in the script so you can bypass the call complete / outcome /
reschedule screen that appears after an Outbound script has finished. To enable this functionality set:
var_obHandleOutcomeInScript = 'yes';
There are then a set of variables that replicate the functionality of the final screen.
var_obCallComplete - set this to 'yes' or 'no' to indicate whether or not you need to make more calls to this
record
var_obComments - add any comments to this variable to add it to the record
var_obOutcome - set the call outcome
var_obRescheduleType - if the call is not complete, set this to "callback", "reschedule" or "bottom"
· If set to "callback", it will use one of the callbacks defined for the campaign. Choose which callback to use by
entering its name in var_obRescheduleTime.
· If set to "reschedule", set the date and time to call back in var_obRescheduleTime. Also set the agent to
reschedule to by assigning the agent ID (or 0 for all agents) to var_obRescheduleTo.
· If set to "bottom", the call will be put to the bottom of the list.
Outcome
2.4.1.14
The Outcome control allows the user to choose an outcome for the call at the end of the script. Depending on
the option selected this sets the value of the 'Chargeable' field and makes the call 'Chargeable' or not.
©2007
90
CallScripter Manual v4
The chargeable field is a hidden field that should be used on the same page as the Outcome list. It can be
found under the Basic Fields > General menu. When an Inbound call is made 'chargeable' the record then goes
into the Call Manager where reports can be produced, and further actions can be taken.
If a record is made 'non-chargeable' it is still registered under the customer but will not appear on any billing
reports, and report templates would have to be run manually for these types of call. If a record is 'charged' or
'non-charged' in error, it is very simple to correct, simply find the record (by using the search facility in the Call
Manager) change the chargeable field, and save the record.
To set up the Outcome control, drop it into the script from Basic > Lists, by default there are 4 options added to
the outcome list. Any of these can be amended, deleted or added to if required.
Once the control is added to the script, click on the Advanced Properties tab.
You will see the Displayed Text (as seen in the script), the Returned Code (as reported on) and whether they
are chargeable or not. The default codes can be changed or deleted as required. The drop down list should be
set to determine if the outcome selected by the agent makes the call chargeable or not. To delete a code
entirely, click the red cross next to the relevant entry. To add a new entry, enter the new details at the foot of
the list, and click on the 'Save' button to update any changes made to the list.
Pages
2.4.1.15
Start, Penultimate and Last pages
©2007
Modules
91
Start Page
The start page is the 1st page of the script that the Agent Desktop will display when running a script. It is also
the page that the Agent Desktop will jump to when the operator clicks the 'Home' icon.
The start page is set by placing a tick (by clicking) in the relevant box at the bottom of the page in the Script
Editor.
Penultimate Page
The penultimate page is the page that CallScripter will jump to when the 'Hang-up' icon is clicked in the Agent
Desktop.
The penultimate page can be set by clicking in the relevant box at the foot of the page within the Script Editor.
Last Page
The last page is the final page of the script. This will always contain the 'Close Window' button.
The last page can be set by clicking in the relevant box at the foot of the page within the Script Editor.
©2007
92
CallScripter Manual v4
Emailer Controls
2.4.1.16
The report runner controls are used within a script to run a report for the current call record in 'real time'. When
a report has been delivered from screen it can set the call record to 'Dealt With' meaning it will still appear in
the Call Manager for any further actions to be applied to it.
There are 5 different controls:
Emailer - Automatic - Attachment
To configure in the Script Editor simply drop the control onto the page that is placed AFTER all of the
information that needs to be in the report has been collected. In the field property of the control enter the
report ID from the report designer.
Alternatively the report id can be passed in using a variable: [var_reportid] or a hidden field [reportid]. This will
override any report id specified in the field property of the control. Any values that are set in the variable
[var_reportid] will override the equivalent hidden field.
When run in the Agent Desktop this control simply displays a button in the script that when clicked will run the
specified report template and deliver it via the options specified in the delivery options for the template, in the
report designer, as an attachment.
Emailer - Automatic - In Body
To configure in the Script Editor simply drop the control onto the page that is placed AFTER all of the
information that needs to be in the report has been collected. The control is found under the Basic Fields >
General menu. In the field property of the control enter the report ID from the report designer.
Alternatively the report id can be passed in using a variable: [var_reportid] or a hidden field [reportid]. This will
override any report id specified in the field property of the control. Any values that are set in the variable
[var_reportid] will override the equivalent hidden field.
When run in the Agent Desktop this control simply displays a button in the script that when clicked will run the
specified report template and deliver it via the options specified in the delivery options for the template in the
report designer, placing the report in the body of the email, rather than as an attachment.
Please Note! RTF templates cannot be sent in the body of an email. If you wish to send reports including
©2007
Modules
93
formatted text and images in the body of an email, create a HTML email template.
Please Note! HTML emails must be sent in the body of an email, and cannot be sent using the 'preview' report
runner controls from the script – they should be sent using this control.
Emailer - Preview - Attachment
When run in the Agent Desktop these controls display a preview of the email that will be sent and allows the
agent to click a button to run the specified report template and deliver it as an attachment.
The control picks up the email, subject and body text fields from the delivery options of the specified template,
unless specified otherwise in the script by using the reserved email variables or hidden fields. These are:
emailaddress
ccaddress
subjectline
var_toaddress
var_ccaddress
var_fromaddress
var_subject
var_bodytext
To configure in the Script Editor simply drop the control onto the page that is placed AFTER all of the
information that needs to be in the report has been collected. The control is found under the Basic Fields >
General menu. In the field property of the control enter the report ID from the report designer.
Alternatively the report id can be passed in using a variable: [var_reportid] or a hidden field [reportid]. This will
override any report id specified in the field property of the control. Any values that are set in the variable
[var_reportid] will override the equivalent hidden field.
Emailer - Preview - In Body
When run in the Agent Desktop this control displays a preview of the report that will be sent run the specified
report template and deliver it via the options specified in the delivery options for the template in the report
designer. The actual call data (report template) will be delivered in the body of the email.
To configure in the Script Editor simply drop the control onto the page that is placed AFTER all of the
information that needs to be in the report has been collected. The control is found under the Basic Fields >
General menu. In the field property of the control enter the report ID from the report designer.
Alternatively the report id can be passed in using a variable: [var_reportid] or a hidden field [reportid]. This will
override any report id specified in the field property of the control. Any values that are set in the variable
[var_reportid] will override the equivalent hidden field.
Please Note! RTF templates cannot be sent in the body of an email. If you wish to send reports including
formatted text and images in the body of an email, create a HTML email template. HTML emails must be sent in
the body of an email, and cannot be sent using the 'preview' report runner controls from the script – they
should be sent using the Report Runner – Automatic, In Body control.
Report Runner - Preview SMS
When run in the Agent Desktop this control displays a preview of the sms message that will be sent and
populates the mobile number field with the number specified in the delivery options, or the number specified in
[var_sms_mobile] if this has been specified in the script.
To configure in the Script Editor simply drop the control onto the page that is placed AFTER all of the
information that needs to be in the report has been collected. The control is found under the Basic Fields >
General menu. In the field property of the control enter the report ID from the report designer (if using a report
template).
Alternatively the report id can be passed in using a variable: [var_reportid] or a hidden field [reportid]. This will
override any report id specified in the field property of the control. Any values that are set in the variable
[var_reportid] will override the equivalent hidden field.
©2007
94
CallScripter Manual v4
See the 'Creating an SMS template' section for more details on creating an SMS template.
Another way to create an sms message is to specify the mobile number and body text using a calculation field.
The value in these variables will overwrite any information stored in the delivery options of the template, or
fields in the report. First declare two variables [var_sms_mobile] and [var_sms_message]
Using a calculation field on the page that contains the fields you wish to place in the sms message, assign
[var_sms_message] to equal the fields required e.g.
[var_sms_message] = 'Pls call' + [Title] + ' ' + [Forename] + ' ' + [Surname] + '
on ' + [Tel Number]
Note from the above that the fields are joined using + signs, and that any static text or spaces must be
enclosed by single quotes. Finally assign the required number to [var_sms_mobile]. These variables must be
populated before reaching the page in the script with the report runner control on it.
Please Note! To send to multiple mobile numbers simply separate the numbers using a semicolon ';' or a
comma ','.
Checking if a report has been sent from screen
When the report has been run using the Report Runner controls the control will return the value 'done' to the
script. By passing this value into a variable, it can be used in a conditional button to check whether the agent
has sent the report.
Add a script variable [var_report_sent]
Add a calculation to the page that contains the Report Runner control that sets the variable to the value of the
report runner control used on the page:
e.g. [var_report_sent] = [Report Runner];
Add a conditional button to the page. Click on the options tab and specify:
If [var_report_sent] == 'done' , then select the next page of the script from the drop-down list.
Next add another line, and specify
alert('You have not sent the report!')
And select the current page of the script. In the final drop-down list select the current page of the script once
again.
Script Variables
2.4.1.17
Variables are temporary stores, used to hold information for the duration of a call. They can be manipulated and
the values they hold can be changed as required. The values stored can be taken from fields in the script, and
the values can be returned to fields in the script, to be saved to the database and reported on. They are
commonly used for calculating things like postage and packing on an order and checking on values typed in and
going down different legs conditionally.
Variables can be seen when the script is run from the Editor in 'Development Mode' - meaning the script has not
yet been made 'Live' - the variables are seen at the bottom of the screen in read only input boxes. The variables
are set during the script creation using Calculate Fields on relevant pages.
©2007
Modules
95
There are several pre-defined system variables within CallScripter, which are:
Global Variables
var_callername
Contains the caller name automatically populated from the Forename and Surname fields
in the script, but can be overwritten or set from values contained in other fields in the
script by using a 'Calculation Control' if required
Ordering Variables
var_ordersubtota
To contain a Subtotal for current order (excluding p&p and special offers)
l
var_ordertotal
Total for current order
var_ordersubcoun
How many products ordered (excluding p&p and special offers)
t
var_ordercount How many products ordered
var_overallsubto
Subtotal for all orders
tal
var_overalltotal Total for all orders
Outbound Variables
var_name
Company / contact name for current outbound record
var_reference
Unique reference number for record
var_telno
Telephone number to be called for current outbound record
var_calltype
Set to NEW or RESCHEDULED call depending on call status of current record
var_obCallComple This can be set to 'yes' or 'no' to indicate whether or not you need to make more calls to
this record
te
var_obComments
Any comments added to this variable will be added to the current outbound record
var_obOutcome
Sets the call outcome of the current outbound record
var_obReschedule If the call / current outbound record is not complete, this can be set to "callback",
"reschedule" or "bottom"
Type
- If set to "callback", it will use one of the callbacks defined for the campaign. Choose
which callback to use by entering its name in var_obRescheduleTime
- If set to "reschedule", set the date and time to call back in var_obRescheduleTime. Also
set the agent to reschedule to by assigning the agent ID (or 0 for all agents) to
var_obRescheduleTo
- If set to "bottom", the call will be put to the bottom of the list.
var_obReschedule Sets the time the current record will be rescheduled for, or alternatively choose which
predefined callback time will apply (from the callbacks set up for the current campaign),
Time
by setting the name here.
©2007
96
CallScripter Manual v4
var_obReschedule Sets the agent to reschedule the current record to by assigning the agent ID (or 0 for all
agents)
To
Other variables can be added as the script is being built using the option from Tools > Script Variables.
The calculations and conditional statements are all written in JavaScript, so anything you can do in JavaScript
you can do here. There are many tutorials and books available on JavaScript so it won’t be covered in any real
detail here. All calculations are performed when a page of the script first loads up, and when any value of any
control is changed after that.
Some examples of useful JavaScript code which is commonly used within CallScripter to perform certain
functions can be found in the Help section of the manual.
As variables are passed in the script, if the fields and variables have been assigned correctly using the
calculation builder, the variable information should appear in the appropriate places in the above list.
Add Script Variables
To create a variable in a script you go to the Tools menu and click on Script Variables, this will bring up the
variables page.
To create a variable type the name of the variable in to the box provided and click on 'Add'. This will have
added a new variable in to the script and will appear in the Script Variables list on the left hand side. System
Variable are in the list on the right hand side.
©2007
Modules
97
Note! All variables begin with 'var_' you do not have to type this in yourself as it will be added automatically.
You can then keep adding variables or delete them by selecting them from the list and clicking the 'Delete'
button.
Once you have created all the variables you want you click on the ‘Close’ button to close the window. You can
go back and add / delete variables at any time.
Variable Text
2.4.1.18
The variable text label allows text to be displayed in the Agent Desktop along with real time data that has been
collected within the script. Any data can be passed to a variable, which can then be used within a variable text
label. A prime example of this is displaying the agent’s name in the greeting text of a script.
To do this, declare a variable [var_username], by going to the Tools > Script Variables menu. Now add a
Calculate Field to the page, and add the following calculation:
[var_username] = uname;
The 'uname;' field is a hidden field that contains the agent’s username when the script is run in the Agent
Desktop. By creating this calculation we can pass this information into a variable for use within the script.
You can check to see if this calculation is working correctly by running the script in development mode and
checking that the agent’s name is being passed to the variable correctly as above. In the Editor add a Variable
Text Label control from Basic > Labels to the Welcome page in the script. Click on the Advanced Properties tab.
Now enter any standard text (which will not change) and insert the variables from the list at the bottom of the
screen where required.
For this example our text will be:
©2007
98
CallScripter Manual v4
Click the 'Save' button when you have completed the text.
Now when the script runs in the Agent Desktop the agent’s name will be inserted into the text at the relevant
point. Calculate Fields can be used to set the variables that the variable text labels display.
Using a JavaScript 'If' statement can populate a variable containing text you wish to be displayed only when
certain conditions are met during the execution of the script. If these conditions are not met the variable
remains blank.
Also, a variable text label can be used, containing only the variable field, and no other standard text. The text
would only display in the Agent Desktop when the conditions in the 'If' statement have been met and the
variable has been populated with your chosen text.
2.4.2
FAQs
Frequently asked questions and answers can be added to a customer profile, allowing an operator to look up
various pieces of information on a client if requested, at the touch of a button.
©2007
Modules
99
By clicking on the FAQ’s icon when running a script, this information can be accessed by an operator instantly.
The pop up window will contain the customer contact details, which are extracted from the customer detail
section of the software, and any FAQ text that has been added to that script from within the Script Editor. The
questions are hyper-linked to the answer text below, to save the agent time when searching for the appropriate
information. This means the agent only needs to click on the question they require the answer to and the
screen will jump to the relevant answer for that question without having to scroll down the page.
To add FAQ text
From within the Script Editor, choose the customer, and then select the script you wish to add FAQs to. From
the Edit Script Details page click the + sign next to Administer, click on the FAQ button. This will launch the FAQ
Editor.
©2007
100
CallScripter Manual v4
Enter the question text into the left hand side of the screen, with the answer text in the right hand side. HTML
tags can be used to format your text, and change font colour etc if required. When you are happy with your
text, click on the 'Save Changes' button.
CallScripter will continue provide a new text box underneath the previous one, to allow you to add further FAQs.
Should you need to delete an FAQ at any time, place a tick in the relevant box on the right hand side of the
screen, and click the 'Save Changes' button. To close the window, click the 'Back to Script Editor' button.
2.4.3
Product Admin
Product administrator allows for the addition of products to a database, where prices and options can be
associated. It includes an automatic calculation facility, which calculates total costs and quantities for orders
placed by the agent within the script. The product administrator also allows for the creation and administration
of multiple cross selling opportunities as well as providing full reporting functionality.
The product administrator can be accessed by clicking the Tools menu and then Product Admin.
Adding Products
To add a new product, click on <*New Product*> underneath Product Group heading on the left hand side of
the screen. You will be asked to enter the following information:
• Product Name
• Product Code (If you have one)
• Product Group
- By entering a new group name you will create a new product group. If you wish more than one item to
©2007
Modules
101
appear in the group, make sure you enter the same group name exactly when adding the next product.
• Description of product
• Cost
- When entering a cost, do not enter £ signs. Keep the entry numerical and to two decimal places.
• Further information
• Image URL
When entering details, make sure you words enclosed by < and > are typed over. If you do not wish to enter
details into a field, such as description, delete the words enclosed by < and >.
When you have entered the details you require, click the 'Save' button. The other buttons will then become
active and allow other options to be added to the product, such as postage, up-sells and product options.
After adding the product and saving the details, click the 'Cancel' button to return to the overall product menu.
From the main product menu repeat the steps above to add another product.
Postage
To add postage cost for each individual item, change the radio button 'Display Postage' to 'Yes'.
Click on the 'Postage' button after the item has been saved, and enter the details. Click 'Save' to return to the
product details screen.
When appearing in the Agent Desktop the postage options for each product are displayed as below:
©2007
102
CallScripter Manual v4
Editing & Delete Products
To edit an existing product, double click on the product name from the overall product menu.
Product Options
Products can also have options associated with them maybe colours or sizes for example. The options can also
alter pricing if required. For example, a large jumper may be £5 more expensive than a small jumper.
To associate an option with a product, click on the 'Options' button when in the product detail screen. You will
see a series of buttons on the right hand side of the screen. Edit, Delete, Add and Back.
·
·
·
·
Edit will allow you to edit any selected options
Delete will allow you to delete any selected options
Add allows new options to be added
Back will return you to the previous screen
Click on the 'Add' button to add a new option. You will be taken to the following screen:
©2007
Modules
103
Firstly, you need to assign a name to your option. Next, you need to decide whether you require a select list
option box, or a text box. Text boxes can be used for personalisation of products, such as adding initials to an
item. If you choose to use a text box, you can set the minimum and maximum amount of characters. You
cannot however, vary pricing when using text boxes, though you can use both options for one product if
required. Using a select list allows you to define criteria for the user to select from. For example, sizes, such as
small, medium and large. These criteria can also have price differences associated with them.
When you have assigned a name, and decided between a select list and text box, click on the 'Save' button. If
you have chosen a text box, the process ends here. Click 'Cancel' which takes you back to the main product
menu.
If you have chosen a select list, now click the 'Edit options' button. Add your first option into the field provided,
along with any price change. Click the 'Save' button after each option is added.
Please note! This is the price difference to the standard product rate entered.
Example:
Small = £0.00 difference to basic price
Medium = £2.00 difference to basic price
Large = £3.00 difference to basic price
Items can be marked as default, by clicking the appropriate radio button on the right hand side. Items can be
deleted, by clicking the appropriate button. Items can be moved up and down using the appropriate arrows.
When you have finished, click 'cancel' to return to the main product menu.
Importing Products
Product lists can be imported directly from a SQL table. This means that any file that can be imported into SQL
can be used e.g. you receive a product list from a customer in Excel format. This spreadsheet needs importing
into SQL (see separate section). The product admin section then allows the user to create a connection to this
table and import the correct fields into tbl_products.
These fields are:
Product_Code (Compulsory)
Product_Name (Compulsory)
Product_Price (Compulsory)
Product_Description
Product_Group
Product_Text
Product_Image_URL
The import products button is found on the main menu of the product administrator, after the script has been
©2007
104
CallScripter Manual v4
selected.
• Enter the name of the server that the data resides on. Press the 'Next' button to continue.
• Next, choose the Database that the data resides on. Click 'Next'.
• Select the table containing the products, and click 'Next'.
• Choose the Product Code column, and click 'Next'.
• Then choose the Product Name column. Click 'Next' to continue.
• Choose the Product Cost column. Click 'Next' to continue.
• Next, choose the Product Description column. This column is non-compulsory and can be missed out by
clicking on the 'Skip' button if necessary.
• Then, choose the Product Group column. This is a compulsory field. Click 'Next' to continue.
• Select the Product Text column. This can contain any further information about the product. It is a noncompulsory field and can be missed out by clicking on the 'Skip' button.
• Choose the Image URL column. This column would contain the URL links to each image, for each product e.g.
if the images are saved in the CallScripter images folder, an example of an image URL would be: /images/
red_roses.gif. This column is non-compulsory and can be missed by clicking the 'Skip' button.
• The final screen will show a summary of how many products have been imported.
If any errors occur they will be reported, along with a message that will display how many records were
imported successfully. Errors would occur if the same product codes were already in the tbl_products table
against the same script id. When the 'close' button has been clicked, you will return to the product admin main
menu, where all product groups will be displayed.
Upsells / Downsells
Upsell and downsell products give the agent an opportunity to generate extra revenue by offering the caller
special discounts or offers relevant to the products that they have already selected to purchase. Should the
caller refuse an upsell product, a downsell product can then be offered as an alternative.
©2007
Modules
105
For example, a caller rings in to order 12 Red Roses. The upsell offer linked to this product is a case of further 6
Red Roses for £10. If they decide not to take up this offer, a downsell opportunity then arises to offer them 3
Red Roses for £5.
If a product is marked as an upsell or downsell product it will not appear in the Agent Desktop as an available
product to purchase in it’s own right, but will only display and be available for purchase if it has been linked with
another product and the agent has selected this product.
Once the original product has been chosen you can decide whether the upsell /downsell products associated are
displayed in a list for the agent to read and select from, or whether the products are displayed automatically
and purchased or refused one by one. Should the same product need to be available for sale as a normal
product and as an upsell product it would need to be entered as two separate products. This is because the
upsell product may have a different price or options than the normal product.
How to set up upsells / downsells
1. Add a standard full price product. Make sure that the type of upsell / downsell is set to 'None'.
2. Now add the first upsell. Do this by adding a new product, entering all of the relevant details.
3. In the type of upsell / downsell decide how you want the upsell to appear, after having selected the main
product. This product has been marked as an upsell loop through list, meaning that the upsell product will
appear immediately after purchasing the main product for the agent to offer to the caller. Now that this product
has been marked as an upsell, we need to link it to the original product.
4. Click 'Save', then 'Cancel'.
5. Open the main product for editing.
6. Click on the 'Upsells' button on the bottom left hand side of the screen.
©2007
106
CallScripter Manual v4
7. On the left hand side of the screen will be a list of all products that have been marked as 'Upsells'.
8. Now add the correct upsell product to the main product by simply selecting the correct entry from the list and
clicking the >> arrows. Click the 'Save' button.
9. This has created a link between the main product item and the upsell.
10. Click the 'Back' button to return to the product screen.
11. Click 'Cancel' to return to the main menu. Now the downsell item can be added. If the caller does not wish
to purchase the upsell product, we can offer them another cheaper deal.
12. Add the downsell product just as you would a normal product, but this time mark the type of upsell/
downsell as 'Downsell loop through list'.
13. Save the product details by clicking the 'Save' button.
14. Click 'Cancel' to return to the main menu.
15. To create a link between the upsell product and the downsell product, go back to the upsell product and edit
it.
16. Click on the 'Downsells' button on the bottom left hand side of the screen.
17. Choose the downsell product from the list on the left and click the >> arrows to move across to the chosen
products on the right hand side of the screen. Click the 'Save' button to save the changes (see steps 7 & 8
above). This set up is now complete.
How upsells / downsells display in the Agent Desktop
1. The agent selects main product from the list.
2. The agent selects the quantity required. The cost is calculated. Any upsells associated with this product will
be noted at the bottom of the screen.
3. To purchase the product, the 'Add to Basket' button is clicked.
4. If the upsell type has been marked as 'Loop Through List' the upsell products will automatically appear one
after the other, and the agent either clicks on 'Add to Basket' to order the product or 'No Thanks' if the caller
decides they do not wish to purchase the upsell product.
5. Any downsells associated with this upsell will be noted at the bottom of the screen.
6. If the upsell type has been marked as 'Display in List' the following screen will appear where the agent can
explain the offers available to the caller and select the upsell products required from the list.
7. If the caller decides not to purchase an upsell product they are taken to the downsell offers instead.
8. At the end of the product ordering a summary screen totalling the amounts for products and postage will be
shown. The agent has the opportunity to amend the order, add to the order or finish.
2.4.4
Script History
The script history allows the user to see an audit trail for a particular script. It records any script changes that
have been made and dates / times and the users involved.
©2007
Modules
107
The Script History is accessed via the Script Editor. Choose a Customer from the list by clicking on the name in
the customer list at the top left hand side of the screen. The scripts for that customer will appear in a box
underneath. Click the script you want to see the history for and the screen on the right will change.
2.4.5
DDI Admin
Here DDI numbers can be stored, allocated to scripts and generally maintained. The DDI Administrator is used
to link incoming telephone calls with scripts when an agent answers the telephone.
©2007
108
CallScripter Manual v4
Below is an explanation of the DDI Admin categories:
Not Live Yet
Live DDI Number
Disconnected less than 3 months ago
Disconnected more than 3 months ago
Reserved Number
As an incoming call is presented to an agent, the CallScripter software polls the telephone switch. The telephone
number dialled to make the call (a DDI number) is passed back to the CallScripter software, which then looks
up, in its database, the relevant script to 'pop' into the agent’s web browser. This link between DDI number and
script is set-up within the CallScripter DDI Administrator module.
The DDI Admin screen is split into 2 sections. The right hand side initially shows the colour legend or once a
DDI has been selected, a details screen for that DDI. The left hand side of the DDI Administrator menu lists all
the DDI telephone numbers presently in the CallScripter database.
The entries are listed in ascending order alongside a 'short customer name'. A simple colour code is used to
indicate the present condition of each DDI number. Occasionally, the System Administrator may be asked to
reserve a DDI number for a particular customer. Reserved numbers, which are not yet live, are shown in green.
Live DDI numbers that have scripts associated with them are shown in blue.
The red and black colours are intended for use in a 'bureau' type call centre. In this situation, a DDI number
may be assigned to a variety of different customers over a period of time. By only allocating black DDI numbers
to new customers, the system administrator can significantly reduce the chances of calls coming in for people
trying to contact the previous customer.
Adding a New DDI Number
Click the 'New' button at the bottom of the left hand side to add a new DDI number. The first fields are used to
associate a DDI number with a script, the remaining fields provided information to assist the System
Administrator in the management of the system.
Telephone Number: Enter the DDI number
©2007
Modules
109
Customer Name: Enter the Customer name
Customer Name (short): Enter the customer name as appears on the phone display
Customer Link: Select the customer from the drop down list
Script Link: Select the script that is required to link to this DDI number
Number Live: Select Yes, No or Reserved
Live Date: Select the start date of the campaign, or live date of the DDI number
Disconnected Date: Select the disconnected date of the campaign, or a date for the campaign to be
disconnected by
Notes: Enter comments regarding the customer as appropriate
Diverted From: A handy reference to how the incoming call gets diverted to the DDI number. This could be, for
example, from a free phone (0800, 0845, 0870 etc) or overflow from another telephone switch
When the relevant details have been entered, using the 'Save' button will store the details and make the DDI /
Script association live. Pressing the 'Delete' button will permanently remove the DDI number from the system
along with any details that were associated with that number.
The 'History' button will display all the actions associated with this DDI number, in this case it's creation and any
updates made to it and who by.
2.4.6
Manage Styles
To add colour to a script, or edit any existing Stylesheets that have been created, click on the 'Manage Styles'
button from the editor main menu.
©2007
110
CallScripter Manual v4
To create a new style sheet, click on the 'Add New' button. To edit an existing stylesheet, select it from the list
at the top left hand side of the screen. If creating a new stylesheet, you must assign a name to the stylesheet
(usually the same as the script name.) Enter this name in the box at the top of the screen and click the 'Save'
button.
You can now choose colours for various parts of the script layout, click on the word Title and a pop-up box will
open containing a Hexadecimal text box and a colour scale, clicking on the drop down / text box / text area /
button will allow you to change their properties. You can add colours to the script by either entering a valid
Hexadecimal code into the relevant box, or by clicking on the scale and moving the mouse. Click the 'Update'
button when you are finished.
©2007
Modules
111
As you build up your colours, a preview image is constantly available in the top section of the screen, this will
show an example of how the script will look when running in the Agent Desktop. Background & customer logos
can be applied to a stylesheet using the 'Change Background image' function. A background image will take up
the whole of the background space of a script. If the image is too small, it will be tiled in order to fill the space
available. A logo image will display at the top of each page of the script, without having to manually add an
image control to each page using the Script Editor.
Click on the 'Change Background image' button and a sub-menu will appear as below.
Upload
Browse for an image file (jpgs, pngs and gifs) on your PC or the server and click 'Upload Image' when you are
finished.
Browse
This will open a window showing all the images in the CallScripter images folder on the server (200 at a time).
Manual Entry
If you already know where the image you want to upload is then type in the path into the text box and click
'Save'.
None
Re-set the background image to nothing.
Click on the missing image icon and the same menu as above will open. Add an image to the stylesheet using
one of the methods and it will be added as a logo image.
©2007
112
CallScripter Manual v4
Click the 'Save' button when you have completed your stylesheet to add it to the list of available script styles.
Finally, to apply the stylesheet to the script select the required stylesheet from the select list on the Script
Version details page. If your stylesheet does not appear at first, refresh the page.
2.4.7
Manage Templates
The manage templates / template designer facility is available to create page templates within scripts in the
Script Editor. Within the Script Editor, when a page has been created, if you wish to save it as a template to use
in future scripts. Select Tools > Create Template From Page from the standard editor menu.
©2007
Modules
113
The first page that loads will be the one marked as the Start page as default, it should be the Welcome page. If
another page is marked as the Start page then that page will load first.
The template designer allows you to view script template libraries and amend the template properties. Standard
templates delivered with CallScripter include:
• End Call
• Welcome
• Wrap
Click on a template from the list to view or edit the details. The right hand side of the screen will display the
page as it will appear in the script. Clicking the Page Properties allows you to change the template name and to
mark it up as either Start / Penultimate / Last page or as a Script Default page, this means it will automatically
be added to a new script along with the 3 pages in the list above. When the template loads the fields can be
moved on screen and the field properties can be changed, just as they can within the editor.
©2007
114
CallScripter Manual v4
Click 'Save' when you have finished.
Adding Templates
Click the 'Add' button to add a new template page and drop the controls needed onto the page from the menu
on the left (exactly as you would in the editor).
The template you have created will now appear in the Insert Template menu in the editor.
2.4.8
Edit Workflows
Workflows are a series of pre-defined stages that are required to happen after a given event. The calls taken
using CallScripter can have workflows assigned to them in order that the correct sequence of events are
followed within the correct timescales after receiving a call.
At each stage of the workflow the agent will have instructions to follow on screen, these instructions are defined
©2007
Modules
115
in the Workflow Editor.
For example, in the case of an engineer call out script, a workflow can be created that triggers an initial report
to request an engineer when a call is received in the Call Manager, then monitors responses from the engineer.
If no response from the engineer is received during a pre-defined period, CallScripter can be set to change the
priority of the record if necessary and trigger another event or sequence of events as required.
Workflows must be set up in the Script Editor, but are executed and viewed within the Call Manager. Workflow
is defined by a series of EVENTS, which have ACTIONS associated with them.
Events
New Call
Timer Up
Button Clicked
A call has been received in CallScripter, this is always stage 1
The timer has expired after being set using the 'Timer' action
The agent has depressed the 'User button' as defined in the actions
Actions
Run Report
Timer
User Button
Finish Workflow
Set Priority
Go To Stage
Will produce a report template as selected from the report list, and either run
automatically, or prompt the agent to manually run a report
Will set a timer to count down a time period (as defined in seconds)
Places a button for the agent to click, which will trigger the 'Button Clicked' event
Finishes the workflow and the call record
Sets a higher priority, changing colour of the record in the Call Manager
Creates a link to another stage in the workflow
To include a link to a file such as a Word document or Excel spreadsheet within a workflow screen, the link can
be entered using HTML code .e.g.
<a href="http://customerfiles/dr_oncall.xls"
here</a>
target=_blank>To
view
rota
click
This assumes a folder called 'customerfiles' has been added to the root of the CallScripter web files on the
server, and that relevant customer files and spreadsheets are stored within this folder.
Setting Up a New Workflow
The following section describes how the following example workflow is created within the Workflow Editor.
Workflow Scenario
An example of a workflow created for a script is to take emergency call out messages for a GP Surgery.
1. Emergency call details are taken using a CallScripter script and are passed immediately from the agents
screen via SMS message. The SMS message asks the GP to contact the call centre within 10 minutes. The
priority of the call is 'Normal'.
2. The call centre must wait for 10 minutes for the GP to contact them. If they make contact, the details are
passed over the phone and the workflow / call is finished.
3. If no contact has been made after 10 minutes, the call centre must then send a PAGER message to the
Pharmacist, asking them to make contact within a further 10 minutes, and set the priority of the call to 'High'.
4. The call centre must wait for another 10 minutes for the Pharmacist to contact them. If they make contact,
the details are passed over the phone and the workflow / call is finished.
5. If no contact has been made after 10 minutes, the call centre must make a PHONE CALL to a Medic and leave
a message.
6. The call centre must wait for a further 10 minutes for the Medic to contact them. If they make contact, the
©2007
116
CallScripter Manual v4
details are passed over the phone and the workflow / call is finished.
7. If no contact after a further 10 minutes, the Call Centre must make contact with head office and set the
priority of the call to 'Urgent'.
8. The whole process should begin again from step 1, with a maximum priority.
Create a New Workflow
Select the script from the drop down list of the left hand side of the screen. Click the 'New' button and enter a
new name for the workflow. The workflow editor will create the first stage of the workflow ('New Call') on the
right hand side of the screen. Click on the 'New Call' event to edit it, the event will turn blue on screen.
When the 'New Call' event happens the following actions should happen to suit our workflow scenario –
• A timer needs to be set for 10 minutes
• A button needs to be added to the workflow for the agent to press if the client contacts the call centre before
the 10 minutes is up, which will stop the timer and finish the workflow and call.
With the 'New Call' event highlighted, click the 'Add Action' button on the left hand side of the screen. Select
'Timer' from the Action Type drop down list that appears. Enter the relevant time period into the box in seconds
and click the 'Save' button.
The 'Start Timer' action adds the next event to the workflow – 'Timer Up' on Level 2. Now that the 'New Call'
event has an action associated with it, it is possible to edit the text that appears in the event box – which the
agent will see when running the workflow in the Call Manager and gives them instructions to follow. Click on the
'New Call' event to edit it. On the left hand side of the screen, enter the following text 'SMS has been sent to the
client from the script. Wait 10 minutes for a response. If response received click the button.'.
Click 'Save' to update the event text. Now another action needs to be added which will allow the agent to click a
button and finish the workflow if the client responds within the 10-minute timeframe. Whilst you have the SMS
Sent / New Call highlighted, click the 'Add Action' button on the left hand side of the screen. Select 'Button' from
the list of actions. Enter the button text 'Response Received' and click the 'Save' button. The workflow will now
look like this:
©2007
Modules
117
The button action that has been added, will have added a new event – 'Button Pushed' on the second level of
the workflow. Now specify what actions are to take place once the 'Timer Up' and 'Button Pushed' events have
taken place. Click on the 'Button Pushed' event. Click the 'Add Action' button add 'Finish Workflow' and click
'Save'.
Now when the 'Button Pushed' event happens, the workflow will be finished. This means that if a response is
received from the client, the agent will push the button and the workflow will finish.
If the 'Timer Up' event happens instead, the agent must be prompted to send a Pager message to the client,
and the priority of the record should be increased. When the Pager message has been sent, the agent must
click a button to confirm this action has been taken and start another timer to await a response.
Click on the 'Timer Up' event on Level 2 and add a 'Button' action, with the button text of 'Pager Message Sent'.
This will add a new action underneath the 'Timer Up' event on Level 2, and add another event 'Button Pushed'
at Level 3 in the list.
Add the instruction text 'Send Pager message to client on 07801 887799. Click the button when page has been
sent.' for the agent to the 'Timer Up' event on Level 2 of the workflow.
Now add another action to the 'Send Pager Message' event. This time add 'Set Priority', select Level 5 from the
©2007
118
CallScripter Manual v4
priority drop down list and click the 'Save' button. The 'Send Pager Message' action on Level 2 of the workflow
will now look like this.
Now on Level 3, you should have a 'Button Pushed' – Pager Message Sent event. Here we must start another
timer and instruct the agent to wait for a response to the pager message that has been sent. Add a 'Timer'
action to Level 3 and set the duration required. On Level 3 we also require a button for the agent to press if a
response has been received before the timer expires. Add a button action with the text 'Response Received'.
Now update Level 3 with some instructions or information for the agent 'Awaiting a response from the client. If
they contact us pass on the details and click the button to finish the workflow.'. Level 3 should now look like
this:
On Level 4 you should have two events 'Timer Up' and 'Button Pushed'. Select the 'Button Pushed' event and
add a 'Finish Workflow' action to it. On the 'Timer Up' event, add another 'Button' action with the text 'Client
Alerted'. Now you can add some instructions for the agent to follow on Level 4 'Still no response from the client.
Alert Head Office on 01234 567890 and relay the call details. Click the button when you have completed this
action.'.
©2007
Modules
119
Now the client has been alerted, the agent must again wait for a response – if a response is received the
workflow should be finished. On Level 5 add new 'Set Priority of 7', 'Timer' and 'Button' actions. Level 5 should
now look like the diagram below.
Level 6 will now have two events – 'Timer Up' and 'Button Pushed'. The 'Button Pushed' event should now have
a 'Finish Workflow' action added to it (as shown above on Level 4). The 'Timer Up' event should have a 'Set
Priority' action added setting the priority to a Level 10.
Next, add a 'Run Report' action to the 'Timer Up' event on Level 6. Select a report to run from the drop down
list, then select whether an agent should run the report manually, or whether the report should be sent
automatically. In this example we have chosen to run the report manually. Please note you can set up new
reports and modify existing ones in the report designer.
©2007
120
CallScripter Manual v4
When Level 6 is reached in the Call Manager the priority of the call will change to Level 10 – meaning that it will
alert and must be dealt with before other lower priority records. The agent will be able to click a button to run
the specified report. Now add a 'Button' action to the 'Timer Up' event on Level 6 - set the button text to be
'Head Office Advised'. Add some instruction text to Level 6, such as 'Send report to Head Office, when
completed click the button.'.
Finally to the Level 7 'Button Pushed' event add a 'Go To Stage' action, which links back to Level 1 – New Call.
This will allow the workflow to loop and run the entire process again until a response has been received.
©2007
Modules
121
You have completed the workflow, it can now be set to run automatically for each and every chargeable call by
setting the 'Automatically Run Workflow' check box. If however, you only wish to run a workflow for a particular
leg of a script you should leave the 'Automatically Run Workflow' box empty and use the 'Set Workflow' controls
within the pages of your script.
Adding the Set Workflow Control
Add a 'Set Workflow' control from Special Controls > Workflow controls in the Script Editor, and select the
workflow to 'Run' in the Advanced options.
On the Start page of the script add a ‘Re-set Workflow’. This is a precaution in case the agent goes down the
wrong leg of the script and triggers the wrong workflow – this will reset the workflow and stop it from running if
the agent returns to the start of the script.
Using a Workflow to Automatically Send Reports
On some occasions you may want reports to be sent as the call finishes, but do not want to entrust the agent to
send the reports from screen during the call using the report runner controls, and do not want manual
intervention from someone running the reports from the Call Manager. In these instances a workflow can be
created which will automatically send a report at the end of the script.
• First create a script.
• Then create a report. If the setting in the delivery options is set to 'Automatically finish calls' it means when
the workflow runs to trigger the report, the call will be finished and will not appear the Call Manager.
• Now create the workflow.
Add the first action to the 'New Call' event – this action should be 'Run Report'. Then select the report that
needs to be run at the end of each call and select 'Automatically' as the method to run the report.
Next add another action – this time 'Finish Workflow'. If you want this template to run automatically for each
and every call or leg of the script – ensure the 'Automatically Run Workflow' box is ticked.
Alternatively – to make the workflow apply to a particular call / leg of the script, use the 'Set Workflow' control
©2007
122
CallScripter Manual v4
within the Script Editor, down the correct leg of the script to pick which workflow is to run, and ensure the
'Automatically Run Workflow' box is not checked in the workflow editor. The selected workflow will be triggered
and run at the end of the call, when the agent reaches the page in the script containing the 'Set Workflow'
control.
2.4.9
Multi-Picklist Admin
This system allows the user to view and administer the multi-level pick list controls used within scripts, and the
values they contain.
There are three types of list:
· One Level Picklist
· Two Level Picklist
· Three Level Picklist
The option selected on the top level of the list will affect the choices displayed on the second level and so on.
Once one of these controls has been added to a script it needs to be assigned a Lookup ID number.
To do this, the Multi Level Picklist Admin system is used, it can be accessed from the tools menu within the
Script Editor. Click on the 'New Picklist' button.
[image here]
Choose how many levels you wish to have. Remember – the number of levels you select will need to correspond
with the type of picklist control that you have used within your script. At least one item needs to be added to
create the new picklist. The values of the levels will change depending on the number of levels selected. Level 3
is always the final entry the agent will click on to make a selection from the list – and will return the value
stated in the 'return value' field.
[image here]
E.g. if a one level list was selected – only level 3 and the return value field would need to be completed. If a
Two Level Picklist was selected, only levels 1 and 3 and the return value would need to be completed.
Once an item has been added, the 'Add Picklist' button should be clicked. The Lookup ID will be assigned, and
details of the first item will be displayed. From here, more items can be added, or items can be edited. To edit
an item click on the word 'Edit' next to the level you wish to change.
Editing level 1 or level 2 will allow you to change the level description only, when editing level 3 items the
following screen will appear.
[image here]
Here the details can be amended. The top level can be changed, or a new one added. The description of the
second level can be amended – and the Answercode (the value returned to the script) can be changed, this
Answercode is a unique ID.
The Start Date and End Dates can be added for each entry. This means that the entries only appear in the list
for the agent to see between the two date selected. Leaving the dates blank means that the entry will always
display in the list.
Marking the suppress column as 'Yes' will disable the entry. All entries are saved to a SQL table called
tbl_MultiLookup. Click the 'Save' button to update any changes made.
Once all the relevant entries have been saved into the list, the picklist ID number must then be added to the
relevant Multi-Picklist Control in the script to link the two together.
©2007
Modules
123
[image here]
2.5
System Manager
User Manager
Control Editor
2.5.1
User Manager
The User Manager section of the software is used to set up new users or groups on the CallScripter system and
can also be used to limit access to scripts / campaigns / customers and particular areas of the software by
assigning permission.
CallScripter users must first be assigned an NT account on the network, the NT user name can then be used as
the username in CallScripter.
Users
Adding a New User
Click on the 'Add' button and enter the new user’s details. Username (which must match the NT username as
set up on the network), Firstname, Surname, Language (English is default) and Password and click Save.
Group Membership
These check boxes are used to select which groups of scripts the user will have access to view in the Agent
Desktop by clicking in the relevant tick boxes under 'Group Membership' list.
Scripts are assigned to groups in the Script Editor, on the Edit Script Details page. These check boxes are the
groups that have been set up (see Adding Groups below). When a new group is added a new tick box will
appear in the User Admin and the Edit Script Details pages.
Please Note! You cannot delete a user once you have added them.
Groups
Adding a New Group
©2007
124
CallScripter Manual v4
Add a new group by typing in the text box under the group list and click the 'Add' button. Double-click the new
Group and a list of available users and customers will appear. You can specify which customers users assigned
to that group have access to, in all other areas of the software e.g. if a group only has access to the
Champagne Seller customer, they would only be able to see that customer in other areas of the application,
such as report designer, management information and campaign manager screens.
Licensing
You can assign users to various sections of CallScripter in the licensing section, so you could give users access
to the Script Editor but not the Reporting System.
Agent Desktop
All CallScripter users have access to the Agent Desktop as default.
2.5.2
Control Editor
The control editor allows the creation of new controls for use within the Script Editor. Standard controls cannot
be edited but they can be copied and edited. Controls are individual data capture or action elements added to a
page when creating a script. An example of a control would be an Button - No Checking.
©2007
Modules
125
Select a control from the list on the left hand side of the screen in order to edit it by clicking on the name. The
code behind the selected control will load up in the right hand side of the screen, along with other details such
as Control Name, Description, Menu drop down options (here you can select which menu to add the control to)
and Advanced URL (for controls that have Advanced Properties).
On the right is a list of default attributes that can be used in the control, these are:
Field ID
Field Title
Previous Field ID
Session ID
Unique number associated with the field
Name of the field
Unique number of the previous field on the script page
Unique Session ID
You can add your own attributes such as Field Text by typing an attribute name i.e. Field Text into the text box
under the Control Code text area and click the 'Add' button.
The new attribute will appear in a list with these options:
Type
Default Value
Description
Display in Editor
Control Value
©2007
Cross Script Reports, CSS Styles, Customers, Date, Date Time, Drop Down, Drop
Down Options, Reports In Script, Scripts, Scripts In Customer, Text, Time
This will change depending on what Type is chosen
This can be description text
Select this to display the attribute as a tab in the Editor
Set the attribute to the value of the control in the Editor
126
2.6
CallScripter Manual v4
Reporting System
Report Designer
Report Runner
Add Scheduled Reports
Report Schedules
The CallScripter Reporting System allows report templates to be created that contain call data collected within
scripts. These templates can be formatted, batched, filtered and scheduled or run directly from the script in real
time.
There are fours methods to extract and send call data reports. Simply choose the best method to suit your
business and clients' needs. The methods can differ from script to script or client to client.
• Let the agent send the reports directly from the script in real time on an individual call-by-call basis using the
'Report Runner' controls in the Script Editor
• Send reports immediately after the call is finished automatically, by setting a Workflow to automatically run
and deliver reports
• Batch and send reports manually from the Call Manager as and when required
• Schedule batches of reports to run automatically using the Scheduler set to run at selected intervals / times of
day / days of week.
The call data can be extracted and sent in the following formats:
·
·
·
·
·
·
·
·
·
Delimited File (CSV)
Excel File
Rich Text File (RTF)
PDF File
Plain Text
Plain Text Template
Legacy URL
HTML Template
SMS Message
2.6.1
Report Designer
The CallScripter reporting system allows report templates to be created that contain call data collected within
scripts. These templates can be formatted, batched, filtered and scheduled or run directly from the script in real
time.
©2007
Modules
127
There are fours methods to extract and send call data reports. Simply choose the best method to suit your
business and clients' needs. The methods can differ from script to script or client to client.
• Let the agent send the reports directly from the script in real time on an individual call-by-call basis using the
'Report Runner' controls in the Script Editor
• Send reports immediately after the call is finished automatically, by setting a Workflow to automatically run
and deliver reports
• Batch and send reports manually from the Call Manager as and when required
• Schedule batches of reports to run automatically using the Scheduler set to run at selected intervals / times of
day / days of week
The call data can be extracted and sent in the following formats:
Delimited File
A Delimited (comma-separated values) file contains data values in a table as a series of ASCII text lines
organised so that a comma separates each value and each row starts a new line. A Delimited file is a way to
collect the data so that it can be conveyed as input to another table-oriented application such as Microsoft
Excel. A Delimited file is sometimes referred to as a flat file.
Excel File
An Excel spreadsheet is the computer equivalent of a paper ledger sheet. It consists of a grid, made from
columns and rows of data. Using an Excel spreadsheet makes it easier to manipulate, process, sort and view
data.
Rich Text File (RTF)
Rich Text Format (RTF) is a file format that lets you exchange text files between different word processors in
different operating systems. A common example of an RTF file could be a Microsoft Word document. RTF files
allow formatting of fonts and layout.
PDF File
Allows connection to a Portable Document Format (PDF) file. If you want to transfer large formatted files
containing embedded text, tables or graphics by email to other computer users and to ensure that your files are
readable, the safest option is to convert them to PDF. Recipients must have the appropriate software to view
the files but the Adobe Acrobat Reader software is free and easy to download.
To create and send PDF files users must purchase a server licence for Persits AspPDF, an ActiveX server
©2007
128
CallScripter Manual v4
component for dynamically creating, reading and modifying Portable Document Format (PDF) files. To view
further information or to purchase visit http://www.asppdf.com.
Plain Text
Text files are a sequence of characters and the words they form can be encoded into computer-readable
formats such as ASCII. Text is usually distinguished from non-character encoded data, such as graphic images
in the form of bitmaps and program code. An example of a text file would be a file created in Microsoft Notepad.
Plain Text Template
As above, but allows formatting of the template, such as being able to hide empty fields, add static text and
display field headings.
Legacy URL
Used for connecting to report templates previously created in older versions of the CallScripter software.
HTML Template
Allows HTML (Hyper Text Mark-Up Language) emails to be sent, containing formatted text and images if
required. If an HTML report is sent in the body of an email, CallScripter sends it as an HTML email. To send
HTML emails the server must have a registered copy of Persits AspEmail. A free basic copy of this program is
installed with CallScripter. To register your copy for full functionality visit http://www.aspemail.com/register.html
. HTML emails must be sent in the body of an email, and cannot be sent using the 'preview report runner'
controls.
SMS Message
SMS (Short Message Service) is a service for sending messages of up to 160 characters (224 characters if using
a 5-bit mode) to mobile phone handsets that use Global System for Mobile (GSM) communication. To create and
send an SMS message from the Agent Desktop a Plain Text or Plain Text Template should be created in the
Report Designer, and a 'Report Runner – SMS' control should be used within the script.
Report Options
Report ID: A unique ID reference for the report template, CallScripter generates this ID automatically. This ID
needs to be noted and saved in the Script Editor if using any of the 'Report Runner' controls in the script, these
allow reports to be sent in 'real time' whilst the agent is on the phone.
Report Name: Contains the report name as defined by the user. For RTF files this report name will appear in
the Header of the document, unless changed or deleted in the generated template.
Report Type: Drop down list allowing the type of report to be selected. These include: Delimited File, Rich Text
File, PDF File, Plain Text File, Plain Text Template, HTML Template, Legacy URL.
Run For: Drop down lists that allows the user to specify if the report template created runs for chargeable, non
chargeable, finished, unfinished or all calls. This defaults to 'Unfinished' and 'Chargeable'.
Auto Finish Calls: Sets calls to auto-finish (removing them from the Call Manager) when call data has been
generated using the template. When calls have been set to 'Auto-finish', the 'Checked' and 'Dealt_With'
columns of the record are set to '1' in the SQL table tbl_session. This means they will not alert (if the alerter is
enabled) and they will not appear in the Call Manager as calls waiting for further actions.
Member of Group: Drop down list containing groups that have been defined for the selected customer under
the 'Groups' tab in the report designer (see below for details). Reports that are put into a group can be run in
batches using the Scheduler, Manual Report Runner or the Call Manager, rather than running each individual
report separately.
Show Headings: If 'yes' is selected, the report will contain column headings (field names) against the data, if
©2007
Modules
129
'no' is selected, these will not appear.
Delivery Options
When a delivery option is specified, and the 'save' button is clicked the compulsory fields will be indicated by a
red asterisk next to the compulsory field.
Filename: The report file name (for each report generated) can be specified here. Using the Filename Key (see
below), certain codes can also be used which can automatically generate date and time information when the
report is created at run time, rather than manually typing this information in each time a new report is
generated using this template.
Please Note! The filename must be suffixed with the file extension type (rtf, txt, delimited, xls etc) e.g.
SportsCars_[dd][MM][yy].csv - When a report is generated on 1st May using this template, the file name
would be generated as: SportsCars_010504.csv See below for a full file name key list.
File Name Key
The codes you can use in the filenames that get automatically replaced are as follows:
[d]
[dd]
[ddd]
[dddd]
[M]
[MM]
[MMM]
[MMMM]
[h]
[hh]
[H]
[HH]
[m]
[mm]
[s]
©2007
The day as a number, without a leading zero, eg 3
The day as a number, with a leading zero, eg 03
Abbreviation of the day, eg Mon
Full name of the day, eg Monday
The month as a number, without a leading zero, eg 2
The month as a number, with a leading zero, eg 02
Abbreviation of the month, eg Feb
Full name of the month, eg February
Hour as a number, without leading zeros, using the 12 hour clock
Hour as a number, with leading zeros, using the 12 hour clock
Hour as a number, without leading zeros, using the 24 hour clock
Hour as a number, with leading zeros, using the 24 hour clock
Minute as a number, without leading zeros
Minute as a number, with leading zeros
Seconds as a number, without leading zeros
130
[ss]
[tt]
[yy]
[yyyy]
CallScripter Manual v4
Seconds as a number, with leading zeros
Uses the 12 hour clock and displays either AM or PM
Year as a 2-digit number, eg 04
Year in full 4-digit format, eg 2004
Send Email: Check box - if checked - the report template will be sent via email to addresses as specified in the
'Email to', 'Email CC' and 'Email BCC' fields. Note! If the report is to be sent from the script using one of the
'Report Runner' controls, and the script contains the following reserved hidden fields: emailaddress, ccaddress,
or the following reserved variables: [var_fromaddress], [var_toaddress], [var_ccemailaddress], then the values
contained in these fields will overwrite any settings made in the delivery option fields in the Report Designer.
Email to: Enter an email address to send the report to (if the report is to be sent via email). Multiple addresses
can be entered if a semi-colon with no spacing separates them e.g. sadie@callscripter.com;
helpdesk@callscripter.com. Note! If the report is to be sent from the script using one of the 'Report Runner'
controls, the value entered here will be ignored if there is a value in [var_toaddress] or [emailaddress]
contained in the script this report is to be associated with.
Email from: If sending the report via email, enter an email address that the report is to be sent from.
Email from name: If sending the report via email, enter a display name that the email should be addressed
from.
Email CC: If sending the report via email, enter a CC address for the report to be sent to. Note! If sending the
report directly from the script using the 'Report Runner' controls, and the script contains a value in
[var_ccemailaddress] or [ccaddress] this field will be over-ridden with those values.
Email BCC: If sending the report via email, enter a BCC address for a copy of the report to be sent to in this
field. Note! Copies of emails sent using the report designer are not saved anywhere. If you wish to retain a copy
for future reference then BCC an internal email address.
Email Subject: If the report template is to be sent via email, enter a subject line for the email here. Note! If
the report template is being sent from the script using the 'Report Runner' controls and the script contains data
in the following fields - [subjectline] or [var_subject] these values will over-ride any subject entered here.
Email body: If the report template is to be sent via email, enter the body text to accompany the report
template attachment here. Note! If being sent from the script using the 'Report Runner' controls, and the script
contains the variable [var_bodytext] that any value contained in this variable will override any value entered
into this field.
If no data: If the template runs for a time period where no call data is available, decide whether you wish to
still send the template with a message explaining that there is no data, or whether the report runner should do
nothing using the drop down list.
Email Body (no data): If the report template is to be sent via email, in the event that the template is run
containing no data, enter a message to explain this fact here (to be used in conjunction with the above option).
Place Report in Body: Decide whether the report is to be sent in the body of the email, or as an attachment
by using the drop down list. If left as 'Runner Decides' and you are using the 'Report Runner' controls within a
script, the Report Runner control you have used will decide how the report is sent. There are several different
report runner controls for sending in body or as an attachment. Note! HTML emails must be sent in the body of
an email, and cannot be sent using the 'preview' report runner controls from the script – they should be sent
using the 'Report Runner – Automatic, In Body' control.
Save to Path: Check box - if checked – when run, a copy of the report will be saved to a destination folder on
the network as specified in the 'Save to Path' field below.
Send SMS: Check box - if checked - the report template will be sent via SMS (Short Messaging Service) to a
©2007
Modules
131
GSM mobile handset, to the number as defined in 'Send to SMS Number' field further down the screen. Note! To
send to multiple mobile numbers simply separate the numbers using a semicolon; or a comma, Note! If the
report is to be sent from the script using one of the 'Report Runner' controls, and the script contains the
following variables [var_sms_mobile] or [var_sms_message] - the values contained in these variables will
replace the settings defined in the report designer.
Depending on the type of report you are creating you may be presented with specific options after clicking the
'Save Options' button at the foot of the screen. These are:
Rich Text File Specific Options
Provides the ability to hide any empty fields in the template and have each call report presented on a new page
(particularly useful when creating covering letters). For RTF files to run correctly, a report template MUST be
generated after the relevant fields and layout have been added to the template, by clicking the 'Generate
Template' button. This creates a template file in the following location under the CallScripter web files:
\\Callscripter\Reports\ReportTemplates
The template can be edited directly by clicking the 'Edit Template' link to open the template in the word
processing software installed on your PC. See the 'Bespoke Reports' section for more information.
Delimited File Specific Options
Allows the users to specify which type of separator is used to separate the columns of data in the Delimited
report.
PDF File Specific Options
Allows the user to specify the path to the PDF template being used to generate the report.
Plain Text Template Specific Options
©2007
132
CallScripter Manual v4
Provides the option to hide empty fields in the template, so that the field headings from the script, where no
data has been completed, do not appear in the template. Plain text templates need to have a template
generated by clicking the 'Generate Template' button. These templates created will be saved to:
\\Callscripter\Reports\reportTemplates
HTML Template Specific Options
Provides the option to hide empty field in the template, so that the field headings from the script where no data
has been completed do not appear in the template.
Legacy URL Specific Options
Provides the ability to link to a report template created in previous versions of CallScripter (pre-version 4).
Simply type the URL of the report in the relevant position and enter authentication information if required
(where report templates are located on a different server).
Save Options
Click the 'Save Options' button to update any changes made to the reporting or delivery options on this screen.
Show Preview
When the required layout of the template is achieved and the relevant template has been generated (where
necessary) the preview button will allow the user to view a sample of the report that will be generated when
using the manual CSV creator or the Call Manager to run reports.
©2007
Modules
133
Report Fields
Click on to the fields tab at the top of the screen. Add the standard fields from the script as required, note that
fields can be input more than once in a template. Simply move the field you wish to include in the report by
selecting them from the 'Available Script Fields' list on the left hand side of the screen with the mouse and
clicking the 'add' button.
As fields are selected and added from the available fields list they will appear in the template on the right hand
side of the screen. The layout of the template being created can be amended using drag and drop actions.
Simply place your mouse pointer over the field you wish to move and click and hold the left hand mouse button
whilst dragging the field to the desired location. Release the mouse button to place the field in its new position.
Fields can be deleted from the template by clicking field name in the 'Used Fields' list on the left of the screen,
©2007
134
CallScripter Manual v4
and clicking the 'Remove' button.
Fields can have styles applied to them (these styles are defined under the 'Styles' tab at the top of the page see
below). To apply a style to a field, or to change its properties, click on the field name in the list. The left hand
side of the screen will change to display the field properties.
The field heading can be changed, by default data is returned in quotation marks, but this setting can be
changed using the 'Quotes' drop down list and styles can be applied by selecting the required option from the
drop down list.
Now add in any special fields from the Available Special Fields list. Explanations are below:
Special Fields
Agent Name (Inbound): Will print the name of the agent that completed the script on the report. The
username will be taken from tbl_users.
Call Duration: Outputs the length of the call as a string in the format: days:hours:minutes:seconds
End Repeat: Shows where to stop repeating from a start repeat
End Time: End time of the session (not for use with outbound campaigns)
Further Actions: Any further actions from tbl_session (as entered within the Call Manager)
Joined Script Report: This calls into another report while the main one is running, the other report should be
created for the joined script, and this field should be inside a joined script repeat
New Line: Puts a new line in the report – Delimited and Excel files usually contain this field at the end of the
field list, to ensure that each new record is presented in a new row. Only applicable to Delimited and Excel files
Orders: Is Upsell: Puts either "yes" or "no" in the report - should be used inside an orders repeat
Orders: Option Cost: Cost of option for particular product - should be used inside an options repeat
Orders: Option Name: Name of option for particular product - should be used inside an options repeat
Orders: Option Value: The value selected for the option - should be used inside an options repeat
Orders: Postage Code: The code for the postage of the order - should be used inside an orders repeat
Orders: Postage Cost: Cost of the postage - should be used inside an orders repeat
©2007
Modules
135
Orders: Product Code: Code of the product - should be used inside an orders repeat
Orders: Product Cost: Cost of the product - worked out from the quantity/total cost in tbl_orders - should be
used inside an orders repeat
Orders: Product Description: The product description of the product in the order - should be used inside an
orders repeat
Orders: Product Group: The product group of the product in the order - should be used inside an orders
repeat
Orders: Product Name: The product name of the product in the order - should be used inside an orders
repeat
Orders: Quantity: Quantity ordered - should be used inside an orders repeat
Orders: Subtotal: Sub total of this order so far - when repeating through orders in a call, the sub total will
count up the values written to the report (i.e. product cost, postage cost etc) and will write out the value when
this point is reached. It will only total up those things that are in the report i.e. if postage costs are not included
in the report, they won't be included in the subtotal. Hidden fields can be used, they will be counted towards
the total, but will not show up in the report
Orders: Total: Total of all orders so far - the total field is identical to the subtotal, however it does not get
reset to 0 on the next time through the repeat, so it will keep a complete total of everything so far in the report
Orders: Upsell From Code: The code of the product up sold from - should be used inside an orders repeat
Orders: Upsell From Name: The name of the product up sold from - should be used inside an orders repeat
Outbound: Agent Name: Will print the name of the agent that made the outbound call on the report. The
username will be taken from tbl_users.
Outbound: All Call Comments: All call comments for given record
Outbound: All Call Outcomes: All call outcomes for given record
Outbound: All Call Times: All call times made for the given record
Outbound: Call Attempts: Number of call attempts for given record
Outbound: Call Comments: Any comments from the call - should be used inside an outbound repeat
Outbound: Call Duration: Duration of the outbound call
Outbound: Call End Time: End time of the outbound call - should be used inside an outbound repeat
Outbound: Call Outcome: The outcome of the call - should be used inside an outbound repeat
Outbound: Call Start Time: Start time of the outbound call - should be used inside an outbound repeat
Outbound: ID: The ID of the outbound record from tbl_outbound
Outbound: Last Call Duration: The duration of the last outbound call to the given record
Outbound: Last Call Outcome: The last outcome for the given record
©2007
136
CallScripter Manual v4
Outbound: Last Comment: The last comment for the given record
Outbound: Last End Time: The last end time for the given record
Outbound: Last Start Time: The last start time for the given record
Outbound: Max Attempts: Maximum call attempts set for the given record
Outbound: Name: The name of the record as recorded in tbl_outbound
Outbound: Reference: The reference field from tbl_outbound
Outbound: Status: Outbound status code (0=new, 1=in use, 2=rescheduled, 3=finished, -1=disabled)
Outbound: Tel Number: The telephone number from tbl_outbound
Outbound: Priority: The priority of the record
Outbound: Total Calls Duration: Displays the duration of the total calls made for the given record
Session ID: Lists the session ID from the call
Start Repeat: Starts a repeating section, you can repeat for each order in a call, each product option in an
order (needs to be in an orders repeat), each joined script for the session, every outbound call for a particular
outbound id and every workflow history item for a call. Selecting the field in the report and changing the options
on the left hand side of the screen sets the repeat type
Start Time: Start time of the session (not for use with outbound campaigns, as it is the start time from
tbl_session)
Static Text: Allows you to place free format text within a report. Drop the field onto the report, select it by
clicking on it to bring up the properties in the top left hand side of the screen, and then enter the text required
SQL: Basic Columns: Executes the given SQL query, and writes out the first row returned, with each value
being returned into a new column. Only applicable to Delimited and Excel files
©2007
Modules
137
SQL: Basic Table: Executes the given SQL query, and writes out the table returned, with each value being
returned into a new column. Only applicable to Delimited and Excel files
SQL: One Value: Executes the given SQL query, and writes out only the very first value from the first row
returned. Only applicable to Delimited and Excel files
Workflow: Action: Displays the workflow action that occurred for a call record. Should be used inside a
Workflow History Item Repeat. Actions are picked up from the workflow editor and include Run Report, Timer,
Button, Finish Workflow, Set Priority, and Go To stage
Workflow: Action Detail: Displays the associated text from the action that occurred. Should be used inside a
Workflow History Item Repeat
Workflow: Event: Displays the workflow event that occurred for a call record. Should be used inside a
Workflow History Item Repeat. Events are picked up from the workflow editor and include New Call, Button
Pushed, and Timer up. Should be used inside a Workflow History Item Repeat
Workflow: Event Detail: Displays the associated detail from the event that occurred, such as the timer
length, button text and new priority level. Should be used inside a Workflow History Item Repeat
Workflow: History ID: ID of the history record. Should be used inside a Workflow History Item Repeat
Workflow: Machine: Which machine processed the action or event. Should be used inside a Workflow History
Item Repeat
Workflow: When: The date and time the action or event took place. Should be used inside a Workflow History
Item Repeat
Workflow: Who: The agent’s name that completed the action or event. Should be used inside a Workflow
History Item Repeat
Workflow: Workflow Name: The name of the workflow. Should be used inside a Workflow History Item
Repeat
Filter Report
The Filter tab allows the user to apply filters to fields in the report template being created. These filters will
apply to the current template only. Filters will sort and extract the data required after looking at a series of
conditions that have been applied using filters.
Filters can be grouped together so that varying conditions can be looked at e.g. search for records where the
Call Type was 'Brochure Request', Town was 'Ipswich' OR the Town was not 'Colchester'.
©2007
138
CallScripter Manual v4
First select a condition that applies, e.g. AND or OR from the drop down list. Next place a tick in the 'NOT' check
box to 'Invert' the filter e.g. this will filter out where the condition does not match the filter applied. If you wish
to group conditions (see above – call type and brochure request are grouped) use the start and end check
boxes to set the start and end of the groups. In the top level of the picklist appears a list of the selected fields
that have been added to the template.
Select a filter field from this list. Next apply the filter type, using the next level of the picklist. The types
available are:
Is
Is
Is
Is
Is
Is
Is
Is
equal to
equal to (case sensitive)
not equal to
not equal to (case sensitive)
less than
less than or equal to
greater than
greater than or equal to
Contains
Contains (case sensitive)
Is in
Is in (case sensitive)
Begins with
Begins with (case sensitive)
Ends with
Ends with (case sensitive)
Finally select the filter value from the third level of the picklist. This can be a specified value as typed into the
box below, a NULL value (blank), or set to any field specified in the template e.g. if you only wish 'Brochure
Request' calls to be printed on this template, and you have a field in the script where the type of call is specified
©2007
Modules
139
(Call Reason in this example), the filter would be as follows:
Call Reason is equal to Brochure Request
Please Note! A filter can only be applied to a field once it has been added to the report. Should you wish to
filter by a field that you do not wish to include in the report template, you must still include the field in your
template and apply a 'Hidden' style to the field so that it is not visible on the finished report (see styles section
below).
Any number of filters can be applied to a report. You can filter on any fields in the report, including special
fields. Filtering of the report is done before any styles are applied, therefore if you are changing the output of
the report with any styles (e.g. the LEAD or TRAIL styles), you must filter it by the unchanged output.
Field Styling
Used to define data styles which, when created, can then be used across all templates created. Using styles the
data contained in templates can be converted to upper or lower case, have leading or trailing characters added
and have specified characters removed from data.
The styles already created can be viewed at the top of the screen. Selecting from the list and amending the
details in the 'Add New Style' section will allow the user to edit the existing styles. To add new styles, click the
'Add New' button, assign a name, and enter the style code.
Standard style codes are:
LEAD["x"]; - Adds the string x as leading characters
TRAIL["x"]; - Adds the string x as trailing characters
UPPER; - Converts the entire string to upper case
LOWER; - Converts the entire string to lower case
PROPER; - Converts the entire string to proper case
©2007
140
CallScripter Manual v4
TRIM["x"]; - Trims spaces from the string, where x is START, END or BOTH to say where to trim spaces from
REMOVE["x"]; - Removes any occurrences of x from the string
REPLACE["x","y"]; - Replaces all occurrences of x with y
HIDDEN; - Hides the field in the final report - but still lets you filter by it
FMTDATE["x"]; - Formats the string as a date, using the formatting string x
FMTINT["x"]; - Formats the string as an integer, using the formatting string x
FMTFLT["x"]; - Formats the string as a float, using the formatting string x
FIXED[x]; - Fixes the size of the field to x characters. If the string is too long, it is truncated; if it is too short, it
is padding with spaces
EX-FORMATSTRING["x"]; - Specifies the format string to use on this field in Excel reports e.g. "@" is text, "0.00"
is a number to 2 decimal places
Click 'Save' to create the new style.
The style can then be applied to the fields in the template by selecting the required field under the 'Fields' tab,
and selecting the required style the drop down list titled 'Style'.
Report Groups
Reports can be placed into groups, allowing a batch of reports to be run at once. Groups are based on a percustomer basis, meaning a customer that has several scripts can receive all of their reports from all of their
scripts in one batch, if placed into a group.
Please Note! Group settings override any delivery options set up in the individual reports. If a group of reports
are run, they all get delivered to where the group specifies and not to anywhere in any of the individual report
delivery options.
To create a group, click the 'Add New' button, enter a group name e.g. Company X Reports and choose delivery
options.
If Email reports in group is selected, the following fields are compulsory:
Email to:
Email from:
Email from name:
Email Subject:
Email Body:
Email Body (no data):
If Save Reports in group to path is selected, you must specify the path. Click the 'Save' button to create the
group. To place a report template into a group, select the 'Options' tab for the template in question, and from
the drop down list entitled 'Groups' select the group name from the list, and click the 'Save Options' button at
the foot of the screen.
©2007
Modules
2.6.1.1
141
Report Templates
Creating a Delimited / Excel template
A script must first be created before reports can be generated. Select a customer from the left hand side of the
screen and choose a script for that customer on the left hand side of the screen.
Click the 'Add New' button to generate a new template. The words 'New Report' will appear in the template list,
highlight with the mouse pointer, and click the 'Select' button.
The right hand side of the screen will change to display the 'Report Options' screen. The report will
automatically be assigned a report ID.
Enter a 'Report Name' for the template. It is advisable to make a note of the type of the report within the report
name e.g. 'Sports Cars CSV', especially if the script has several different report template types set up for it. This
will make spotting and running the correct report from various areas of CallScripter easier.
Select 'Delimited file' or 'Excel' from the drop down list of 'Report Type' (report types are explained in the
previous chapter). Select an option from the 'Auto Finish Calls' drop down list. If set to 'Yes' the calls will be
auto-finished when the report template containing the data has been generated meaning that the calls will be
removed from / will not appear in the Call Manager.
The 'Member of Group' drop down list is used to assign the template into a group of reports. Report groups are
batches of templates, which are defined per customer using the 'Groups' tab. Select an option from 'Show
Headings', selecting 'yes' will display field headings on the report template, whilst 'no' will provide only data
values with no headings.
Under 'Delivery Options' assign a file name, ensuring that you include the file extension .csv e.g. DailyReport.csv
Now decide how the template is to be sent to the client. If 'Send Email' is selected - ensure that the following
compulsory fields are completed:
Email to:
Email from:
Email from name:
Email Subject:
Email Body:
Email Body (no data):
If 'Save to Path' has been selected ensure the following compulsory field is completed:
Save to Path:
Select the separator required for the file from the drop down list. Click the 'Save Options' button to update the
changes that have been made. Move to the fields tab, and add the required fields to the report template. Add
the 'New Line' control from the special fields list at the foot of the template field list.
Apply any styles, or add any groups required.
Under the Report Options tab click the 'show preview' button to preview the template. The template can now be
run using the Manual Report Runner or the Call Manager.
Creating an RTF template
A script must first be created before reports can be generated. First select a customer from the left hand side of
the screen and choose a script for that customer on the left hand side of the screen.
©2007
142
CallScripter Manual v4
Click the 'Add New' button to generate a new template. The words 'New Report' will appear in the template list,
highlight with the mouse pointer, and click the 'Select' button.
The right hand side of the screen will change to display the 'Report Options' screen. The report will
automatically be assigned a report ID.
Enter a ‘Report Name’ for the template. It is advisable to make a note of the type of the report within the report
name e.g. 'Champagne Sellers Brochure Letters RTF', especially if the script has several different report
template types set up for it. This will make spotting and running the correct report from various areas of
CallScripter easier.
Select 'Rich Text File' from the drop down list of 'Report Type' (report types are explained in the previous
chapter). Select an option from the 'Auto Finish Calls' drop down list. If set to 'Yes' the calls will be auto-finished
when the report template containing the data has been generated meaning that the calls will be removed from /
will not appear in the Call Manager.
The 'Member of Group' drop down list is used to assign the template into a group of reports. Report groups are
batches of templates, which are defined per customer using the 'Groups' tab. Select an option from 'Show
Headings', selecting 'yes', will display field headings on the report template, whilst 'no' will provide only data
values with no headings.
Under 'Delivery Options' assign a file name, ensuring that you include the file extension .rtf e.g. BrochureLetter.
rtf
Choose the delivery method for the report, and fill in the relevant details. Click the 'Save Options' button at the
foot of the screen. Switch to the 'Report Fields' tab, and add the relevant fields to the report. Switch to the
'Filter Reports' tab and add any filters to required fields e.g. if you only wish ‘Brochure Request’ calls to be
printed on this template, and you have a field in the script where the type of call is specified (Call Reason in this
example), the filter would be as follows:
Call Reason is equal to Brochure Request
Apply any field styling options using the relevant tab, and set up any groups required. Switch back to the
'Report Options' tab. If a group has been created, assign the template to the group on the 'Report Options' tab.
Click the 'Generate Template' button. The following warning will appear.
Click 'OK' to generate the template. An 'Edit Template' link will appear below the generate template button.
Click on the link to launch the template that has been created for editing (see Bespoke RTF Reports below).
Bespoke RTF Reports
Should you need to create formatted RTF files (such as letters containing company logos etc), the steps above
should be followed to first generate a standard RTF template. Click on the 'Edit Template' link to launch the
template in a new browser window. Alternatively, find the report template file in the Reports folder under the
CallScripter directories.
The file will open in the word processing software you have installed on your PC. If you have MS Word installed
you are able to click the Tools icon to bring up the Word toolbar to allow you to edit the formatting of the
document. You are able to change the layout of the page by adding or removing text and images and applying
©2007
Modules
143
formatting to the text.
Fields that have been added to the report will appear like so:
Where the bold text is will be swapped out with the field heading at run time, and the non-bold text will be
swapped out with the field data at run time.
Fields beginning with __SCRL denote Script Fields and fields beginning with __SPCL denote Special Fields.
When moving the fields on the report you must ensure that the order of the fields matches those in the
template. The position (number) in which they appear in the report template is displayed at the end of each
field; these numbers should be kept in order e.g. to format an address you would move the relevant fields to
where you wish the information to appear in the report, but these must match order on the template.
__SCRD_Delivery
__SCRD_Delivery
__SCRD_Delivery
__SCRD_Delivery
__SCRD_Delivery
__SCRD_Delivery
__SCRD_Delivery
Forename_1__ __SCRD_Delivery Surname_2__
Address1_3__
Address2_4__
Address3_5__
Town_6__
County_7__
PostCode_8__
If fields are placed side by side (as with the forename and surname fields above) this is fine as long as they are
in the correct order. You could not place surname before forename for example, unless you go back to the
report designer and change the field order then regenerate the template.
You must keep the __BeginRecord__ at the beginning of the document before any other call record fields
appear, and the __EndRecord__ denotes the end of the call record, so should be placed at the foot of the
report template after all of the fields you wish to contain in your report have been placed.
Images, headers and footers, standard text and text formatting can all be applied in the normal matter as if you
were creating a normal Word document. When the template looks the way you wish, simply click File > Save.
The template can then be run in the normal manner.
Creating an HTML template
Select HTML template as the report type when creating a new report in the report designer. Specify the delivery
options – note that HTML templates should be delivered in the body of the email. Add the required fields and
the required styles to the template. Switch back to the Report Options and click 'generate template'.
©2007
144
CallScripter Manual v4
The template file be generated and placed in a folder on your server. Click the 'Open Folder' link to open the
folder containing the template created, 'Right click' the template and select 'Edit' or open with a development
package such as Visual Studio.
Edit the template, add logos images and apply formatting as required, remembering to keep fields in the correct
order in the template. Remember that images should be available on a web resource in order for the recipient
to view them in the emails. Save the template.
Please Note! To send HTML emails the server must have a registered copy of Persits AspEmail. A free basic
copy of this program is installed with CallScripter. To register your copy for full functionality visit http://www.
aspemail.com/register.html. HTML emails must be sent in the body of an email, and cannot be sent
using the 'preview' report runner controls from the script – they should be sent using the Report Runner –
Automatic, In Body control.
Creating a PDF template
Take an existing RTF document (or create a new one), with spaces left in it to place the tag information (where
the fields / data from the call record). Convert to PDF using adobe or similar product. Open the newly created
PDF and select Tools -> Advanced editing -> Forms-> Text Field tool from the toolbar.
Create a tag by 'clicking and dragging' anywhere on PDF, this tag can be moved and resized. Name this tag
exactly the same as the field in script, that you are using to populate this tag (text size etc can be stated if
required). Place all tags and rename appropriately in the PDF document and save the file.
Now in CallScripter Report Designer create a new PDF template report. In the PDF file specific options field
enter the path where the PDF is saved. Add the fields to the report in exactly the same order as the tags are
laid out in the PDF. Save the report.
Please Note! If a tag is to be used more than once - add the field into the report twice, naming them different
things in the report and the tag names.
Creating an SMS template
Select the script you wish to create a SMS template for. Create a new template and select 'Plain Text' as the
type, select 'No' from the show headings drop down list. In the delivery options click 'Send SMS' and enter a
valid mobile number without spaces.
Please Note! To send to multiple mobile numbers simply separate the numbers using a semicolon; or a
comma,
Click the 'Save Options' button. Next select the fields that are to appear in the sms message. Drop a Report
Runner control into the script and enter the report ID. Run the script in the Agent Desktop to see how the
message displays. You will notice that the message is not formatted or spaced correctly.
In the reports designer add static text fields between each field you wish to display in the text message and
change the static text to contain spacing and any text required. Click the 'All Quotes Off' button. Keep checking
the format of the SMS message by running the script in the Agent Desktop, until you are happy with the layout.
2.6.2
Report Runner
Allows the user to run report templates created in the report designer to extract call data.
©2007
Modules
145
First double-click a customer from the list. Next, select the script that you wish to run the report template for.
Choose the template from the list and select whether you wish the call data extracted to be for Chargeable or
Finished calls.
Chargeable
Finished
Report Default - will run for setting specified in the report designer
Yes - Will run for chargeable calls only
No - Will run for non-chargeable calls only
Both - Will run for chargeable and non-chargeable calls
Report Default - will run for setting specified in the report designer
Yes - Will run for finished calls only
No - Will run for unfinished calls only
Both - Will run for finished and unfinished calls
Select a date range (inclusive – to run a report for one day only, enter the same date twice – 01/09/2006 to
01/09/2006) and click the 'Run' button to produce the report.
When the report runs successfully, the delivery methods, as chosen in the report designer will be displayed. If
no data is returned for the selected parameters a warning will appear on screen. Either send the report directly
using the delivery methods chosen by clicking the 'Deliver Report' button, or click the link to download and view
or save the file.
©2007
146
2.6.3
CallScripter Manual v4
Add Scheduled Reports
Reports Scheduler
To set up a new schedule, double-click a customer and enter a name for the new schedule at the top of the
screen.
Select the report template you wish to schedule to run automatically or the group of reports. Groups of reports
are specified in the Report Designer, simply by assigning several reports to the same group name. Next add the
time frames to be specified for the report to use.
Regular intervals can be specified, by typing a period in minutes into the relevant box e.g. a report that runs
every hour would have an interval of 60 mins. If the report is to be run at a particular time this is entered in the
box below in 24-hour clock format – [hh:mm:ss] e.g. a report that runs at 6pm would be entered as 18:00:00.
The check boxes specify which days of the week the scheduler will be activated. The time frame boxes enable
the scheduled reports to be restricted to running during particular times of the day.
Example:
Company A wishes to receive a report every hour during the working hours of Monday-Friday 9am – 5pm.
The scheduler would be configured like so:
©2007
Modules
147
Time frame parameters can be specified if required for switching the report scheduler on or off. If left blank the
scheduler will run indefinitely until manually stopped or paused (see Schedule Status in the next chapter).
An email address can be entered to direct a report confirmation to (this overrides any confirmation address
entered into the config file).
Please Note! This generates an email to confirm that the scheduled report has run successfully - not the report
itself. The email addresses of the recipient must be specified in the report template using the report designer.
Scheduler Service
The report scheduler runs as a service (installed on the server) that polls the database, at a user-defined
interval (see .config file section), to retrieve a list of scheduled reports and report groups and send them
automatically via email. Services installed on the server can be viewed on the server by going to:
•
•
•
•
•
Start
Settings
Control Panel
Administrative Tools
Services
Services are defined with this icon
If it is time to run a report (as determined in the scheduler admin screens), the service decides if it can currently
be run. The scheduler is configured to only be able to run a certain number of reports concurrently, so it does
not overload the server (see ThreadLimit in .config file). If there is a free space, it will run the report
immediately. If however, there is already the maximum number of reports running, it adds the job to the queue
of reports to be
run. The queue is also governed by a maximum length (see config file section). If this reaches the limit, it will
stop polling the database and will not add any more items to the queue. The only exception to this is if someone
clicks the 'run now' button in the admin screens. When this happens, the system will check to see if it can run
the report immediately, if there is no free space it will add it to the queue, regardless of the current length.
Configuration
The configuration file for the report scheduler is called CallScripterScheduler.exe.config, and is in the same
directory as the main executable file, CallScripterScheduler.exe.
The following are options
ConnectionString:
PollIntervalTime:
ReportFilesPath:
MailServer:
ThreadLimit:
©2007
that can be set up for the service:
Specifies how to connect to the database server
How often to check the database for reports to run, in seconds – ie 60 = 1 minute
Where to store files while it is processing them. The system temporary files directory
is ideal
The address of the mailserver to use to send emails
The maximum number of child threads the service will spawn to run reports – this is
the number of reports that will be run concurrently
148
CallScripter Manual v4
ConfirmationAddress:
SendConfirmation:
FromAddress:
InterfacePort:
The default address to send confirmation emails to – this can be overridden on a
schedule-by-schedule basis in the admin screens
Whether or not to send the default confirmation. If the default address is overridden
in any schedules, it will send the email regardless of this setting
The address to send confirmation reports from
A port to listen to requests from the admin system on
Please Note! If the configuration file is changed, it is advised to restart the service to ensure it picks up any
changes.
To re-start the service, click Start > Settings > Control Panel. Double-click Administrative Tools, and then
double-click Services. Find The CallScripter Scheduler service in the list and right click with the mouse. Choose
'Stop' from the menu that appears and make sure that the process has disappeared from the Task Manager,
once it has click 'Start'.
Scheduler Reporting Options
As well as these options, there are also options in the Report Designer that are specific to scheduled reports.
These options are:
Delivery Option:
Save To Path:
Show Headings:
2.6.4
A report can either be emailed, saved to disk somewhere, or both. This option lets
you choose what you want to do with the reports created
If you choose to save it to disk somewhere, this is where you specify the directory to
save to – the filename from the standard options will still be used
Whether or not to display headings in the main report
Report Schedules
Allows users to track the scheduler and make sure it is running correctly. The screen will display the Schedule
name, the Company name, the time that the scheduled reports were last run, next scheduled run time due, and
any errors that may have occurred.
The user is able to run reports immediately, or pause the scheduled reports from running. If reports are run
immediately, this does not override the normal schedules e.g. a report is scheduled to run at 4pm each day, if a
user runs the report using the 'run now' function at 3pm, the scheduled report will still run at 4pm.
Where a schedule is set to run at intervals, these will be adjusted accordingly e.g. if a report is set to run every
10 minutes, if a user runs the report using the 'run now' function, the next scheduled report will run 10 minutes
from that action.
If an error occurs when running the scheduled report, this will be flagged in the right hand column. To view full
©2007
Modules
149
information about the error that has occurred, the event log on the server need to be checked (see below).
When an error has been corrected, the user should click 'clear error' to start the scheduler running again by
restarting the service in Administrative Tools on the CallScripter server.
Viewing Errors in the Event Log
If the scheduler fails to run for any reason, it should generate an error in the event log on the server. To view
the event log (on the server):
•
•
•
•
Start
Run
Type eventvwr
Click ok
Under the CallScripter directory, any error that has occurred will be listed, along with source - the area of the
application that generated the error. Look in the list for CallScripter Scheduler, and double click on the error for
full details.
Please contact the CallScripter Helpdesk with details of the error if you are unable to resolve the issue internally.
Re-start the scheduler by clearing the error in the View Schedule Status screen as detailed above. Re-start the
Scheduler service to resume the scheduler.
3
Help & Support
JavaScript
SQL
Ask CallScripter
Email the CallScripter Helpdesk at helpdesk@callscripter.com.
Knowledge Base
Open the CallScripter Knowledge Base and search for a helpdesk issue, it also contains handy JavaScript and
SQL tips.
©2007
150
CallScripter Manual v4
CallScripter Website
Links through to the CallScripter website, www.callscripter.com, which opens in a new window to help with any
information required.
FAQs
Check the CallScripter FAQs to answer any non-technical questions.
Professional Services
CallScripter can provide a range of professional services including:
· Script Building/Migration
· Consultancy
· CallScripter Control Modification
· Bespoke Functionality
· 3rd Party Integration
· Hardware Support
· Server Moves / Upgrades
Getting Started
Helpful tips to start using CallScripter.
Contact Information
2 Melford Court
The Havens
Ransomes Europark
Ipswich
Suffolk
IP3 9SJ
United Kingdom
Tel: +44 (0)870 165 2654
Fax: +44 (0)870 067 0360
3.1
JavaScript
Calculations and useful JavaScript functions
Converting fields to proper case
First add a calculation to the page that you wish to work on. In this example we are using a name & address
page template. Now, write the following calculation for each field that you wish to start with a capital letter:
[fieldname] = pcase([fieldname]);
For example:
[Title] = pcase([Title]);
[Forename] = pcase([Forename]);
[Surname] = pcase([Surname]);
When the script is run in the Agent Desktop, if the agent tries to enter a lower case character into the field, it
will be automatically converted into upper case when moving to the next field on the page.
The pcase function will also handle names beginning with O' (O'Connell) and Mc (McDonald).
Restricting fields to a numbers only
Add a calculation field to the page. Now enter the following calculation to the field that you wish to only contain
©2007
Help & Support
151
numbers:
[fieldname] = numOnly([fieldname]);
For example:
[Policy Number] = numOnly([Policy Number]);
When the script is run in the Agent Desktop the field will allow any character to be entered initially, but will strip
out all non – numerical characters when moving to the next field on the page.
Converting fields to upper case
Use a calculation as follows:
[fieldname] = [fieldname].toUpperCase();
To limit field characters
Use a calculation as follows:
[fieldname] = [fieldname].substring(0,2);
Where the second number equals the length of the field (the above would be limited to 2 characters only).
Checking field length
Use a calculation
[ref no].length == X
Where X is the field length
Adding monetary values together
Use the parseFloat command will add values together instead of making them into a string:
For example, without the parseFloat command
with the parseFloat command
4 + 2 = 42
4+2=6
Use as follows:
[var_total] = parseFloat([total_one]) + parseFloat([total_two])
Writing an if statement
if (condition) {
first set of statements
}
else {
second set of statements
}
Warning Boxes
You can use a calculation field to produce pop up alerts on screen:
Example:
If ([fieldname] == 'Yes')
{alert('You have chosen Yes!')}
Date and Time Calculations
©2007
152
CallScripter Manual v4
var mydate = new Date();
[var_calldate] = mydate.getDate() + "/" + (mydate.getMonth()+1) + "/" + mydate.
getYear();
[var_time] = mydate.getHours()+ ":" + mydate.getMinutes();
Days of Week / Out of hours calculations
var d = new Date();
if (d.getDay() == 6 || (d.getDay()==0 && d.getHours() <= 14 ) || (d.getDay() ==
5 && d.getHours() >19 ) || (d.getDay() == 5 && d.getHours() > 18 && d.getMinutes
() > 30 ))
{ [var_ccaddress] = 'a@b.com'; }
else
{ [var_ccaddress] = ' '; }
Where days of week equal:
0
1
2
3
4
5
6
= Sunday
= Monday
= Tuesday
= Wednesday
= Thursday
= Friday
= Saturday
(the above checks to see if it is between 6.30 Friday & 2.00pm Sunday, and sets a cc email address)
Age Calculations
var x = new Date(document.theForm(trim('[dob]').replace('.value',''))(1).value +
'/'
+
document.theForm(trim('[dob]').replace('.value',''))(0).value
+
'/'
+
document.theForm(trim('[dob]').replace('.value',''))(2).value);
var y = new Date();
var yd = y.getYear();var md = y.getMonth()+1; var dd = y.getDate();
var yb = x.getYear();var mb = x.getMonth()+1; var db = x.getDate();
var ya;var ma; var da;
da = dd-db;
// Day borrowing code.
var mLength = 0;
if(da<0)
{
md--;
// Borrow months from the year if necesssary.
if(md<1)
{
yd--;
// Determine no. of months in year
if(mLength)
{
md=md+parseInt(365/mLength);
}
else
{
md=md+12;
}
}
if(mLength==0) // Use real month length if no fixed
{
// length is indicated - note that we add a leap day if necessary.
if(md==1 || md==3 || md==5 || md==7 || md==8 || md==10||md==12)
{
©2007
Help & Support
153
ml = 31;
}
else
{
if(md==2)
{
ml = 28;
if(!(yd%4) && (yd%100 || !(yd%400)))
ml++;
}
else
{
ml = 30;
}
}
da=da+ml;
}
else
{
da+=mLength;
// Use fixed month length
}
}
ma = md - mb;
// Month borrowing code - borrows months from years.
if(ma<0)
{
yd--;
if(mLength!=0)
{ma=ma+parseInt(365/mLength);}
else
{ma=ma+12;}
}
if(yb>=2000)
{
ya = yd - yb - 00
}
else
{
ya = yd - yb - 1900
}
[Age] = (ya);
Or use a Database_Get control and use this (substitute the date with a DOB field or variable)
SELECT dbo.getage('21/03/2006') as Age
Obtaining the Agent’s username
Add the following variable and calculation:
[var_username] = uname;
To find last 3 characters of a string
When not knowing how long the field is – this calculation works out the length of the value in var_ddi and takes
the last three characters to populate the media code field.
[var_media]
=
[var_DDI].substring([var_DDI].length -3 , [var_DDI].length)
To strip all characters before a space in a string
This example takes all characters after the space in a postcode, and uses them to populate a field called
©2007
154
CallScripter Manual v4
[Suff_Pcode].
[Suff_Pcode] =
[PostCode].replace(/^.*[ ]/,'')
To strip all characters after a space in a string
This example takes all characters before the space in a postcode, and uses them to populate a field called
[Prf_Pcode].
[Prf_Pcode] =
[PostCode].replace(/[ ].*$/,'')
To replace a space in the agents name with %20
[var_agentname]
= [var_agentname].replace(/\s/g,'%20')
Removing spaces from a field
function removeSpaces(string) {
var tstring = "";
string = '' + string;
splitstring = string.split(" ");
for(i = 0; i < splitstring.length; i++)
tstring += splitstring[i];
return tstring;
}
[Vehicle reg:] =
removeSpaces([Vehicle reg:]);
Making fields invisible
The page has 3 fields – The first is a drop down list named 'Future Contact', with the options 'Yes' and 'No'.
When the page loads this is the only field visible on the page.
If the agent selects 'Yes' another drop down list appears called 'Contact method' which contains options 'Mail',
'Phone' and 'Email'. If 'Email' is selected the final field appears on page called 'Email'. This calculation is placed
on the same page to make this work.
getCSObject([Contact method]).parentElement.parentElement.style.display = 'none';
getCSObject([E-Mail
'none';
Address]).parentElement.parentElement.style.display
{
if( [Future Contact] == 'Yes')
{getCSObject([Contact method]).parentElement.parentElement.style.display = '';
}
if( [Contact method] == ‘Email’)
{getCSObject([E-Mail Address]).parentElement.parentElement.style.display = '';
}
}
Automatically setting drop down list / select list options
If ([var_DOA] == 'YES')
{document.getElementById('Outcome').selectedIndex= 2};
if ([var_priority] == 'Driver Request')
{document.getElementById('Outcome').selectedIndex= 3};
if ([var_priority] == 'Missing / Damaged Part')
{document.getElementById('Outcome').selectedIndex= 6};
(Where selectedIndex is items in list and 0 = first item in list)
Formatting a Sort Code
©2007
=
Help & Support
[sortcode]
[sortcode]
=
=
[sortcode].replace(/^(\d{2})([^\-])/,'$1-$2');
[sortcode].replace(/([^\-])(\d{2})$/,'$1-$2');
Getting duration of call
To get the duration of the call you’ll need to add the following variables:
[var_starttime]
[var_endtime]
[var_countseconds]
[var_hours]
[var_minutes]
[var_seconds]
[var_duration]
Put a calculation field on the first page in the script:
if( [var_starttime] == '')
{var mydate = new Date();
[var_starttime] = mydate; }
Then again on the wrap call page:
var mydate = new Date();
[var_endtime] = mydate;
Then you’d need another calculation that works out the difference:
function DateDiff(date1, date2)
{
//RETURN DIFFERENCE IN SECONDS ONLY
var objDate1=new Date(date1);
var objDate2=new Date(date2);
return (objDate1.getTime()-objDate2.getTime())/1000;
}
[var_countseconds] = DateDiff([var_endtime], [var_starttime] )
//CONVERT SECONDS INTO HOURS MINUTES SECONDS
function checkDecimal(str) {
if (!str) return 0;
var ok = "";
for (var i = 0; i < str.length; i++) {
var ch = str.substring(i, i+1);
if ((ch < "0" || "9" < ch) && ch != '.')
{
}
else ok += ch;
}
return str;
}
function makeTime(seconds) {
num = (checkDecimal((seconds/60)/60)); // validates input
if (num) {
[var_hours] = parseInt(num);
num -= parseInt(num); num *= 60;
[var_minutes] = parseInt(num);
num -= parseInt(num); num *= 60;
[var_seconds] = parseInt(num);
}
}
makeTime([var_countseconds]) ;
©2007
;
155
156
CallScripter Manual v4
//SET DURATION
[var_duration] =
[var_hours] + ':' +
[var_minutes] + ':'+ [var_seconds]
To determine the current year
var mydate = new Date();
[var_Year] = mydate.getYear();
To determine the current week number
function getWeekNr()
{
var today = new Date();
Year = today.getYear();
Month = today.getMonth();
Day = today.getDate();
now = Date.UTC(Year,Month,Day+1,0,0,0);
var Firstday = new Date();
Firstday.setYear(Year);
Firstday.setMonth(0);
Firstday.setDate(1);
then = Date.UTC(Year,0,1,0,0,0);
var Compensation = Firstday.getDay();
if (Compensation > 3) Compensation -= 4;
else Compensation += 3;
NumberOfWeek = Math.round((((now-then)/86400000)+Compensation)/7);
return NumberOfWeek;
}
[var_WeekNo] = getWeekNr();
To make text in input boxes change colour
getCSObject([Field Name]).style.color = '#FF0000';
Get date and time with leading '0's
var now=new Date();
var a = now.getHours();
if (a<10)
a="0"+a
var b = now.getMinutes();
if (b<10)
b="0"+b
[var_time] = a + ':' + b;
var c = now.getDate();
if (c<10)
c="0"+c
var d = (now.getMonth()+1);
if (d<10)
d="0"+d
var e = now.getFullYear();
[var_date] = c + '/' + d + '/' + e
Disabling Icons in the Agent Desktop
To disable any of the icons at the top of the Agent Desktop screen, just add a calculation to each page where
the icon should be disabled:
var td = parent.back;
if (td){if (td.src.search('back00.gif')==-1)
{td.src = 'images/back00.gif';} td.onclick=null; td.onmouseover=null;
©2007
Help & Support
157
td.onmouseout=null;
td.onmousedown=null;}
var td = parent.home;
if (td){if (td.src.search('home00.gif')==-1)
{td.src = 'images/home00.gif';} td.onclick=null; td.onmouseover=null;
td.onmouseout=null;
td.onmousedown=null;}
var td = parent.endcall;
if (td){if (td.src.search('endcall00.gif')==-1)
{td.src = 'images/endcall00.gif';} td.onclick=null; td.onmouseover=null;
td.onmouseout=null;
td.onmousedown=null;}
var td = parent.forward;
if (td){if (td.src.search('forward00.gif')==-1)
{td.src = 'images/forward00.gif';} td.onclick=null; td.onmouseover=null;
td.onmouseout=null;
td.onmousedown=null;}
var td = parent.trans;
if (td){if (td.src.search('trans00.gif')==-1)
{td.src = 'images/trans00.gif';} td.onclick=null; td.onmouseover=null;
td.onmouseout=null;
td.onmousedown=null;}
var td = parent.spellcheck;
if (td){if (td.src.search('spellcheck00.gif')==-1)
{td.src = 'images/spellcheck00.gif';} td.onclick=null; td.onmouseover=null;
td.onmouseout=null;
td.onmousedown=null;}
The icons will be re-enabled when reaching a page where there is no calculation that disables it.
3.2
SQL
Queries and useful SQL tips
Testing SQL queries in Lookup, Advanced Lookup & Database_Get controls
When importing data from spreadsheets into Lookup, Advanced Lookup and Database_Get controls you will
need to test any non-numerical SQL queries in the Script Editor wizard in apostrophes, as in a normal SQL
statement e.g.
select * from [sheet1$] where county = [var_county]
On the next page you must test var_county with something like 'suffolk' and not just suffolk. Don't attempt to
wrap the variable in apostrophes in the query as this will not work. If it is a numerical value then you can leave
the apostrophes out, this applies to all import facilities within the Script Editor, including Select Lists.
This only applies to the Script Editor as the Executer handles this automatically and so there is no need assign
values to script variables wrapped in apostrophes. In the above example you could assign suffolk to var_county
and the Executer would automatically put the apostrophes in at lookup run time.
©2007
158
CallScripter Manual v4
Index
-[[var_username] = uname;
97
-AActions
114
Active Scripts
44
Add
60
Add Call Record
30
Add Campaign Callbacks and Outcomes
30
Add Import Template
30
Add Scheduled Reports
126, 146
Add Script Variables
94
Adding a New DDI Number
107
Adding a New Group
123
Adding a New User
123
Adding monetary values together
150
Adding Products
100
Adding Templates
112
Adding the Set Workflow Control
114
Address1
64
Address2
64
Address3
64
Address4
64
Addtional Modules
6
Administer
60
Advanced
64
Advanced Lookup
63, 64, 71
Advanced Search
20
Advanced...
30
Age
64
Age Calculations
150
Agent Calculations
45
Agent Desktop
6, 11, 123
Agent Desktop Admin
20, 42
Agent Summary
45, 52, 58
All Calls
20
Ask CallScripter
149
Automatically setting drop down list /
select list options
150
-BBack Button - Checking
64
Back Button - No Checking
64
Basic Fields
64
Bespoke Autoemailer
64
Bespoke RTF Reports
141
Billing & Invoicing
6
Browse
109
Button - End Call
64
Button - No
64
Button - No Checking
64
Button - With Checking
64
Button - Yes
64
Buttons
64
-CCalculate Field
63, 64, 74
Calculations and useful JavaScript
functions
150
Call Action Alerter
20
Call Centre Stats
11
Call Details
20
Call History
20
Call Manager
20
Call Orders
20
Call Outcome Code
64
Call Summary
64
Call Volume Predictor
45
Caller Details
64
CallScripter 4
5
CallScripter Website
149
Campaign Breakdown
52
Campaign Management
6, 11, 20
Campaign Properties
52
Campaign Summary
52
Change Assignments
30
Change Call Attempts
30
Change Priority
30
Change Status
30
Chargeable
64
Check Box
64
Check Script
68
Checking field length
150
Checking if a report has been sent from
screen
92
Clear Data
63, 64, 76
Close Web Frameset
64
Close Window
64
Colour Scheme
60
Comments
64
Company Name
64
Conditional Button
77
©2007
Index
Conditional Button - with checking
64
Conditional Button- without checking
64
Conditional Buttons
63
Configuration
146
Contact Information
149
Contact Name
64
Control Editor
123, 124
Control List
63, 64
Converting fields to proper case
150
Converting fields to upper case
150
Copy Script
63, 64
Corporate Links
42
Countdown Timer
64
County
64
Create a New Workflow
114
Create New Call List
30
Create Template
68
Creating a CSV / Excel template
141
Creating a PDF template
141
Creating an HTML template
141
Creating an RTF template
141
Creating an SMS template
141
CSV File
126
CSV File Specific Options
126
Customer Details
20
Customer List
60
-DDaily Graph / Agent Graph
52
Dashboard
11, 44
Data Analysis Report
45, 52
Data Breakdown
45, 52, 58
Data Entry Scripts
11, 18
Data Importer / Exporter
44
Database Controls
64
Database Get
63, 64, 79
Database Get - OLEDB
64
Database Integration
30, 63, 82
Date and Time Calculations
150
Date Comparing
64
Date Field
64
Date of Birth
64
Dates
64
DDI / CLI
63, 84
DDI Admin
60, 107
Delete
60
Delete Disabled
30
Delete Version
60
Delivery Options
126
Description
60
©2007
Development Mode
11
Disable Records
30
Disabling Icons in the Executer
Drop Down
64
159
150
-EEdit Message
42
Edit News Feeds
42
Edit Scripts
60, 63
Edit Workflows
60, 114
Editing & Delete Products
100
Editing a record
20
Email
44, 58
Email Address
64
Email Connection Manager
20, 40
Email History
29
Email Manager
20, 29
Email Outcome Manager
20, 41
Email Scripts
11, 17
Email SLA
44
Email SLA Manager
20, 41
Emailer - Automatic - Attachment
92
Emailer - Automatic - In Body
92
Emailer - Preview - Attachment
92
Emailer - Preview - In Body
92
Emailer - Preview SMS
92
Emailer Controls
63, 92
Emails Waiting
11
Events
114
Excel File
126
-FFAQs
60, 98, 149
Field Styling
126
File Name Key
126
Filter Report
126
Find Field
68
Finish
20
Finish All
20
Forename
64
Formatting a Sort Code
Four Blanks
64
Further Actions
20
150
-GGender
64
General
64
Get date and time with leading '0's
150
160
CallScripter Manual v4
Getting duration of call
150
Getting Started
149
Global Variables
94
GoTo Page
64
Greeting
64
Group Membership
123
Groups
123
-HHelp & Support
5, 6, 11, 149
Hidden Field
64
Home Tel Number
64
How to set up upsells / downsells
100
How upsells / downsells display in the
Agent Desktop
100
HTML Template
126
HTML Template Specific Options
126
-IIcons
11
Image
64
Import Records
30
Importing Products
100
Inbound
11, 44, 45
Inbound Agent Calculator
45
Inbound Components
44
Inbound Script Usage
45
Incomplete Scripts Waiting
11
Input Blank - Checking
64
Input Blank - Max Length
64
Input Blank - No Check
64
Insert Template
68
Introduction
5
-JJavaScript
94, 149, 150
Joined Script
60, 64
-KKnowledge Base
-LLabels
64
Last Page
68, 90
Launch Diary
64
149
Layout
64
Legacy URL
126
Legacy URL Specific Options
126
Licensing
123
Links
42
Lists
20, 64
Logged in Users
44
Lookup
63, 64, 85
Lookup using a hidden search value
85
-MMake Call
64
Making fields invisible
150
Manage Scripts
20
Manage Styles
60, 109
Manage Templates
60, 112
Management Information
6, 44
Manual Entry
109
Memo Blank
64
Menu Text Control
64
Message
64
Message Highlighted
64
Messages
11
Method 1
45
Method 2
45
Microsoft SQL Server
82
Mobile Tel Number
64
Modules
5, 11
Money
64
Multi-Picklist Admin
60, 122
-NName & Address
64
National Ins Number
64
New Calls
20
New Campaign
30
New Version
60
No Charge Reason
64
Non Calling Scripts
88
Non-Calling Scripts
63
None
109
Notes
60
-OObtaining the Agent’s username
ODBC
82
OLE DB
82
One Level Picklist
64, 122
150
©2007
Index
Open Web Framset
64
Open Web Page Window
64
Operator Notes
64
Order Products
64
Ordering
64
Ordering Variables
94
Other Components
44
Outbound
11, 44, 52
Outbound Controls
64
Outbound Manager
20, 30
Outbound Scripts
11, 63, 89
Outbound Variables
94
Outcome
63, 64, 89
Overview
5, 6
-PPage Properties
68
Pages
63, 90
PDF File
126
PDF File Specific Options
126
Penultimate Page
68, 90
Phone Controls
64
Plain Text
126
Plain Text Template
126
Plain Text Template Specific Options
126
Postage
100
Postcode
64
PostCode Locator
11
Preferences
19
Preferences...
30
Product Admin
60, 68, 100
Product Options
100
Professional Services
149
-QQueries and useful SQL tips
Quick Search
20
157
-RRadio Button
64
Read Only Field
64
Removing spaces from a field
Repeat Script
64
Report Designer
6, 126
Report Fields
126
Report Groups
126
Report Options
126
©2007
150
161
Report Runner
44, 126, 144
Report Runner, Automatic, Attachment
64
Report Runner, Automatic, In Body
64
Report Runner, Preview, Email Attachment
64
Report Runner, Preview, Email In Body
64
Report Runner, Preview, SMS
64
Report Schedules
126, 148
Report Template Drop Down List
20
Report Templates
126, 141
Reporting System
11, 126
Reports Scheduler
146
Reschedule Date
64
Reschedule Diary
64
Reschedule Records
30
Reschedule Screen
89
Reschedule Time
64
Re-Set Workflow
64
Restore Closed Components
44
Restricting fields to a numbers only
150
Reverse Order
20
Rich Text File (RTF)
126
Rich Text File Specific Options
126
Run Script
68
Run Script Version
60
-SSave Options
126
Scheduler Reporting Options
146
Scheduler Service
146
Script Breakdown
44
Script Details
60
Script Editor
6, 11, 60
Script History
60, 106
Script List
11
Script Name
60
Script Permissions
60
Script Reports
20
Script Runs
44
Script Runs Today
44
Script Variables
63, 68, 94
Script Versions
60
Search
11
Search / Filter
30
Search for Calls
20
Select List
64
Select List - Multiple - No Checking
64
Select List - Multiple -Checking
64
162
CallScripter Manual v4
Service Level Calculations
45
Set Workflow
64
Setting Up a New Workflow
114
Show Campaign Records
30
Show Preview
126
SMS Message
126
Space
64
Special Controls
64
Special Fields
126
Spell Check Facility
11
SQL
149, 157
Start Page
68, 90
Start, Penultimate and Last pages
Statistics so far
45
Sticky Note
64
Sticky Notes
20
Stop Alerting
20
Surname
64
System Manager
6, 11, 123
Two Level Picklist
64, 122
Type of Script
60
-U-
90
-TTesting SQL queries in Lookup, Advanced
Lookup & Database_Get controls
157
Text
64
Text Label
64
Three Level Picklist
64, 122
Title
64
Title List
64
To add FAQ text
98
To determine the current week number
150
To determine the current year
150
To find last 3 characters of a string
150
To make text in input boxes change colour
150
To replace a space in the agents name
with %20
150
To strip all characters after a space in a
string
150
To strip all characters before a space in a
string
150
Todays News
11
Tools
63, 68
Top Scripts Today
44
Town
64
Transfer Call
18
Transfer call to another agent
18
Transfer Control
64
Transfer Script
18
Transfer Scripts
11
Unique Session No
64
Update Field Value
64
Updating database records using a
Database-Get control
79
Upload
109
Upsells / Downsells
100
Used Controls
64
User Manager
123
Users
123
Using a Workflow to Automatically Send
Reports
114
-VVariable Operator Note
64
Variable Text
63, 97
Variable Text Label
64
Variables
64
Version Live
60
View / Edit Call Data
30
View / Edit Call Record
30
View Agent Calling Lists
30
View Rescheduled Calls
30
View Script History
60
View Script Runs
60
Viewing a call record
20
Viewing Errors in the Event Log
148
-WWarning Boxes
150
Web Access
6
Work Tel Number
64
Workflow Controls
64
Workflow Scenario
114
Workflow Stage
20
Writing an If statement
150
-YYear of Birth
64
Your Stats
11
©2007