Scripts

Scripts are canned responses for your agents that can use specific field variables from your leads to be tailored to how your agents respond.


Add a New Script:


Script ID:

This is the short name of a Script. This needs to be a unique identifier. Try not to use any spaces or punctuation for this field. Max 10 characters, minimum of 2 characters. 


Script Name:

This is the title of a Script. This is a short summary of the script. Max 50 characters, minimum of 2 characters. There should be no spaces or punctuation of any kind in this field. 


Script Comments:

This is where you can place comments for an agent screen Script such as -changed to free upgrade on Sept 23-. Max 255 characters, minimum of 2 characters. 


Admin User Group:

This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record. 


Script Text:

This is where you place the content of an agent screen Script. Minimum of 2 characters. You can have customer information be auto-populated in this script using --A--field--B-- where field is one of the following fieldnames:


vendor_lead_code, source_id, list_id, gmt_offset_now, called_since_last_reset, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, lead_id, campaign, phone_login, group, channel_group, SQLdate, epoch, uniqueid, customer_zap_channel, server_ip, SIPexten, session_id, dialed_number, dialed_label, rank, owner, camp_script, in_script, script_width, script_height, recording_filename, recording_id, user_custom_one, user_custom_two, user_custom_three, user_custom_four, user_custom_five, preset_number_a, preset_number_b, preset_number_c, preset_number_d, preset_number_e, preset_number_f, preset_dtmf_a, preset_dtmf_b, did_id, did_extension, did_pattern, did_description, closecallid, xfercallid, agent_log_id, entry_list_id, call_id, user_group, called_count, TABLEper_call_notes.


For example, this sentence would print the persons name in it:


Hello, can I speak with --A--first_name--B-- --A--last_name--B-- please? Well hello --A--title--B-- --A--last_name--B-- how are you today?


This would read:


Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?


You can also use an iframe to load a separate window within the SCRIPT tab.
Here is an example with prepopulated variables:

<iframe src="http://www.sample.net/test_output.php?lead_id=--A--lead_id--B--&vendor_id=--A--vendor_lead_code--B--&list_id=--A--list_id--B--&gmt_offset_now=--A--gmt_offset_now--B--&phone_code=--A--phone_code--B--&phone_number=--A--phone_number--B--&title=--A--title--B--&first_name=--A--first_name--B--&middle_initial=--A--middle_initial--B--&last_name=--A--last_name--B--&address1=--A--address1--B--&address2=--A--address2--B--&address3=--A--address3--B--&city=--A--city--B--&state=--A--state--B--&province=--A--province--B--&postal_code=--A--postal_code--B--&country_code=--A--country_code--B--&gender=--A--gender--B--&date_of_birth=--A--date_of_birth--B--&alt_phone=--A--alt_phone--B--&email=--A--email--B--&security_phrase=--A--security_phrase--B--&comments=--A--comments--B--&user=--A--user--B--&campaign=--A--campaign--B--&phone_login=--A--phone_login--B--&fronter=--A--fronter--B--&closer=--A--user--B--&group=--A--group--B--&channel_group=--A--group--B--&SQLdate=--A--SQLdate--B--&epoch=--A--epoch--B--&uniqueid=--A--uniqueid--B--&customer_zap_channel=--A--customer_zap_channel--B--&server_ip=--A--server_ip--B--&SIPexten=--A--SIPexten--B--&session_id=--A--session_id--B--&dialed_number=--A--dialed_number--B--&dialed_label=--A--dialed_label--B--&rank=--A--rank--B--&owner=--A--owner--B--&phone=--A--phone--B--&camp_script=--A--camp_script--B--&in_script=--A--in_script--B--&script_width=--A--script_width--B--&script_height=--A--script_height--B--&recording_filename=--A--recording_filename--B--&recording_id=--A--recording_id--B--&user_custom_one=--A--user_custom_one--B--&user_custom_two=--A--user_custom_two--B--&user_custom_three=--A--user_custom_three--B--&user_custom_four=--A--user_custom_four--B--&user_custom_five=--A--user_custom_five--B--&preset_number_a=--A--preset_number_a--B--&preset_number_b=--A--preset_number_b--B--&preset_number_c=--A--preset_number_c--B--&preset_number_d=--A--preset_number_d--B--&preset_number_e=--A--preset_number_e--B--&preset_number_f=--A--preset_number_f--B--&preset_dtmf_a=--A--preset_dtmf_a--B--&preset_dtmf_b=--A--preset_dtmf_b--B--&did_id=--A--did_id--B--&did_extension=--A--did_extension--B--&did_pattern=--A--did_pattern--B--&did_description=--A--did_description--B--&closecallid=--A--closecallid--B--&xfercallid=--A--xfercallid--B--&agent_log_id=--A--agent_log_id--B--&entry_list_id=--A--entry_list_id--B--&call_id=--A--call_id--B--&&user_group=--A--user_group--B--&&" style="width:580;height:290;background-color:transparent;" scrolling="auto" frameborder="0" allowtransparency="true" id="popupFrame" name="popupFrame" width="460" height="290"></iframe>


You can also use a special variable IGNORENOSCROLL to force scroll bars on the script tab even if you are using an iframe within it. 


Active:

This determines whether this script can be selected to be used by a campaign. 


Script Color:

This determines the background color of the script as displayed in the agent screen. default is white.