Campaign Scripts

Overview

The Scripts configuration allows a User to create campaign-specific scripts which:

dictate what the Agent says to the Contact
determine what customer data is displayed to the Agent
determine what data is gathered from the Contact.

The campaign script dictates what the agent says to the contact, what data is collected, and what information is displayed on the screen in front of the agent.

Where to find the Scripts module

Open the Workspace.
Select a campaign in the Campaigns module
Select Scripts from the configuration menu in the campaign.

When a new campaign is created, a default first page called "Introduction" is created on the left. All other pages contained in the campaign script are listed below the default page. Click on a page name to see a preview of that page, and you will see three buttons in the top right corner:

Click Delete to remove the page. You will be prompted to confirm the deletion process.

By default, the Introduction page can not be deleted, however, can be renamed by editing the page.

Click Edit Script to open the Page Editor.
Click Actions to open the Page Actions List where you can add a link from one page in the script to another.

There are four other options across the top of the page:

New Page which adds a new page to the script
Templates to use a pre-built Script template
Preview to view a display of the script before publishing to the campaign.
Production Publish when a Script has been created or updated and wish to commit the new script to the selected campaign.

1. Page Editor

This feature allows a User to build the pages for your campaign script.

Select the page to Preview
Press the Edit Script icon
Select the column layout from the Edit Tools to add a section to the page. Multiple sections can be added to a page with options for single, double and triple column layouts
Click to add a field(s) required from the Standard Fields section on the left to add to the script and drag-and-drop the field to reposition in the desired position
Update any configurations for the field such as labels, default text, validation and formatting
Press save when completed

Each page is constructed one object at a time vertically from the top to the bottom of the page unless you have applied a multi-columnar layout section.

Each object can be dragged and dropped to rearrange the sequence of objects on the page at any time.

These icons are available in the header of the Page Editor:

Edit page name to update the Script page name. In the dialog, enter the updated page name and click Save
Back to page preview to return to the Campaign script preview page.

Icon	Description
	Width Click this icon to open the Page Width Options dialog. Enter the script page width in pixels (px) The minimum width permitted is 704px and a width greater than this is required.
	Templates Click this icon to open a display of available Page Templates. Select a template to use for this page. Click Apply.
	Preview Click this icon to open a preview of the page viewed.
	Save Click this icon to open the Save Current Page dialog, in which you can perform two actions: Save Current Page - Click this button to save a new version of the script page. You will be able later to roll back the page design to this version, if required, using the Previous (Revert) option Save Template - Click this button to add the script page to the display of Page Templates. You can later use this template as the basis for a new script page using the Templates feature
	Previous Click this icon to open a list of previous versions of the page. Select a version to revert to. Click Update to save your changes.

Objects Menu

The following objects are available in the menu at the left of the Page Editor.

Click on a menu item to place that object onto the page.
The following options are available when the mouse cursor is hovered over the field object:
1. Change Settings: Update the field configuration settings. The settings available differ between different field types
2. Delete: Click to delete the script field widget from the script

Script Object	Description
Layout Sections Use these Layout Sections to design the layout of the objects on the script page. When placed on the script page, these layout sections can be moved up or down on the page, or removed, using the controls located at the top right of each section.
	One Column This object inserts a new section with one column.
	Two Equal Columns This object inserts a new section with two columns. You can manually alter the column sizes by dragging on the gutter between them.
	Three Equal Columns This object inserts a new section with three columns. You can manually alter the column sizes by dragging on the gutter between them.
Standard Fields
	Plain Text Displays one line of text to communicate with the agent. Example Use the Plain Text object to provide instructions to your agents about what to say, or do, next in the script.
	Single Line Input This object allows one line of text to be entered by the agent. Example Use Case: Use the Single Line Input object to provide a field into which your agent can enter a small amount of information they receive from the contact, and which is to be stored in a campaign Activity Field in the database. For example, an alternative telephone number or a membership number.
	Multi-line Input This object allows many lines of text to be entered by the agent based on information supplied by the contact. Example Use Case: Use the Multi-line Input object to provide a field into which your agent can enter a quantity of information they receive from the contact, and which is to be stored in a campaign Activity Field in the database. For example a brief description of an issue or events that initiated the call.
	Check Box A check box object the agent can tick to save a value into the database. e.g. Contact owns home? Yes/No. Example Use Case: There are two ways a checkbox can be used in the script. There is an on/off or yes/no question, where a checked box indicates one answer and unchecked indicates the other. For example, "Do they own their home?", "Are they a club member?", etc There is a grouped set of options and one or more options or none can be true. For example, "Which of the following insurance types does the contact have?" and each of: Car, Home, Contents, Life, and Travel has a checkbox.
	Radio Button The agent can use radio buttons to save a mutually exclusive value into the database. Example Use Case: Radio buttons allow the agent to select just one answer from the many options grouped together. For example, "What is the contact's gender?" with a radio button next to each of: Female, Male, Other.
	Password Text box which captures sensitive input from the agent but obscures that data to prevent accidental exposure to colleagues.
	List Box This object displays a list of options from which the agent will select one or more which are saved into the database. Example Use Case: A list forces the agent to select one or more answers from the list. It eliminates freestyle answers and simplifies reporting on the campaign activities. The agent can use the keyboard control or shift keys to select multiple answers. For example, "What is the reason for the call?" with the following answers supplied: Account Related, Product Related, Cancellation, Renewal, New Sale, Other.
	Drop Down This object is a drop down list box from which the agent selects one option which is saved into the database. Example Use Case: A Drop Down forces the agent to select one answer from the list. It eliminates freestyle answers and simplifies reporting on the campaign activities. For example, "What is the age grouping of the contact?" with the following answers supplied: Less than 18 years, 19 to 29 years, 30 to 39 years, 40 to 49 years, More than 50 years.
	Date Picker This is a calendar object that allows the agent to select a date which is saved into the database.
	Image This uploads an image onto the script page.
	HTML Text This displays HTML edited text.
	Horizontal Line Places a dividing line in the script to assist with page organisation.
	iFrame Link to a website that appears as part of the script. The frame's height and width are adjustable.
Custom Fields
	Address This object provides 3 address lines plus suburb, state, postcode, and country entry fields.
	URL Control This allows the agent to connect to an external website from the script. See Script URL Control (see Advanced Scripting section below) for several scenarios describing this control.

Value and style settings must be set for each object the following table describes the Value Settings available. These can vary depending on the Field Object.

Value setting	Description
Label	The label describes the function of the object to the User.
System Variables	Choose a system variable to add to the Object Label, if appropriate. See System Variables for a description of all the available options.
Fields	Choose a custom data field to add to the Object Label
Default Value	If an object accepts text entry by the agent, you can set a default value here.
Required	Do you require the object to have a value? If so, the agent cannot leave this page of the script until a value has been entered or selected.
Validation	Do you need the input data to be validated? If so, select from the following methods: Date- Checks that a valid date has been entered. MM/DD/YYYY- where MM is 01-12 and DD is 01-31 Decimal/Integer- Checks that integer numbers have been entered. 1, 1.1, 1.2, 1.3...2, 3... are acceptable; 1.a and 21.34.5 are not Email- checks that the email address has no spaces, includes the '@' symbol, has one full stop in the address, and uses alphanumeric. aaa@bbb.ccc Credit Card- Checks that the card number passes the Luhn validity test. URL- Checks that the URL has the format http://www.aaa.bbb/ or https://www.aaa.bbb/ Digits Only- Checks that only numbers have been used (0-9)
Description	The description expands on the Label to assist the agent to understand the function of the object.
Input Field	Choose a field from the campaign data fields to be displayed on the script.
Output Field	Choose an Activity Data Field into which any captured data will be written. Alternatively select the same campaign data field as you used for input, in which case the value that the agent enters will overwrite the displayed field value.
Custom Processing URL	Enter the address and parameters for the custom processing. See Advanced Scripting section below for more information
On Exit/On Entry	Select whether the custom processing or validation is performed when the agent clicks in or tabs to the field (On Entry) or when they click on or tab to another field (On Exit).
Phone Value Format	This feature is available for URL Control and iFrame script objects. See Number Formatting for more information.

Style setting	Description
Font	Select the font to be used for this object.
Style	Enable Bold, Italic, and Underline as required.
Size	Select the Font Size for the label.
Text Colour	Set the Text colour individually for the Label, Value, and Description.
Text Background	Set the Text Background colour individually for the Label, Value, and Description.
Input Field Width	The default width for the Value Display is 150px.
Label Width	The default width for the Object Label is 200px.

2. Add a New Page

This feature allows you to add a new page to the campaign script.

When making changes to multi-page scripts, each page will need to be Production Published

Where to find this feature

Open the Workspace.
Select Scripts from the Campaigns menu.
If required, select the campaign to be updated from the drop-down selection list.
Click New Page to open the Add New Page dialog.
Enter the new page parameters as described in the following table.
Click Save to close the dialog.

Field	Description
Title	Add a meaningful title, one that helps you to identify the page's role and place in the script.
Select a template	Nominate a blank page or select from one of the templates previously created based on existing pages.

3. Templates

This feature allows you to view or delete an existing script page template.

Where can this feature be found

From the Campaign, select Scripts to open the Script Preview
Click Templates to open the Page Templates dialog.

Each template that you have previously created from a script page is displayed here.

To delete a template, click Delete. You are prompted to confirm the deletion process.

4. Production Publish

This feature allows publishing script pages making them available to Agents on the Campaign.

Where can this feature be found

From the Campaign, select Scripts to open the Script Preview
Click Publish Production to publish the scripts
A confirmation will be displayed when successful:

5. Preview Publish

This feature allows you to preview your script pages and the actions that link them, and necessary adjustments before you commit to publishing the script.

Where can this feature be found?

From the Campaign, select Scripts to open the Script Preview
Click Preview Publish to open the Preview dialog

The first page is presented and can be interacted with as an Agent would; the objects it contains and use the Next menu to navigate through each branch of the script to the last page(s).

6. Actions

Each individual script page has its own actions list, which represents the navigation options the agent has on each page to move through the flow of the script pages.

A list of actions associated with the selected script page is displayed in the following columns:

Column	Contents
Sequence Number	The sequence number for the action.
Title	The name of the action.
Output field	The name of the data field used to save a data string into the customer's data record, where required.
Output Value	The value that will be written to the Output Field.
Go to Page	The title of the next page to which the agent will navigate or Branch on Value.

Add New Action

From the Campaign, select Scripts to open the Script Preview
Select the page to be edited.
Click Actions to open the Page Actions List.
Click Add New Action to open the Add New Action dialog.
Set the action parameters as described in the Action Details table.
Click Save to close the dialog and return to the Page Actions List.
Click Back to Script Designer to close the list when you have created actions to link all the script pages.
Click Production Publish.

7. Branch on Value

This feature gives you the ability to create a branch in your script based on an activity or contact field value and using branching rules set by you.

Click the Go to Page selection list.
Select Branch on Value. The Add Rule section appears with a default page destination and one branching rule.
Set the branching rules as described in the following table.
Click the Add New Rule icon for each rule you need to add to the action.
Click the Delete Rule icon to remove a rule from the action.

Branching Rule Parameters

The rules are evaluated in the order they appear.

Field	What you should do
Variable	This is the Activity or Contact data field who's value will be evaluated.
Operator	This determines how the evaluation of the value will operate. Select from: Equal, Not equal, or In for alphanumeric strings Greater than, or Less than for numerical values.
Value	This is the value in the data field that must be matched to end the evaluation and execute the Go to Page action. Note If you have selected 'In' for the operator, you are saying the variable must match one member of a set of values. The evaluation values should be comma separated without spaces (e.g. 12,red,56,high,3.14782).
Go to Page	This is the destination page if the rule action is executed. The first row contains a default destination to be used if the evaluation matches none of the values in any of the rules.

8. Number Formatting in Script Objects

In iFrame and URL Control, if the number format is critical in the formation of a URL (i.e. parentheses, leading zeros, or hyphens should be included or excluded) then you can specify what format is used.

Why specify the number format used?

It is entirely possible that the phone numbers entered into a contact field via the lead list, or into an activity field via the agent script, will be in multiple formats. Some databases will not accept multiple number formats, and a query using an 'incorrect' number format might fail even when there is a record matching the supplied number. The Phone Value Format setting, available in the iFrame and URL Control script objects, allows you to stipulate which number format will be used when the query is sent to the remote database.

Which formats can I specify?

You can now select from the following phone number formats:

Format	Australia	Indonesia	Singapore	USA	UK
Pass Through	No formatting applied, so the formatting used to enter the number is retained.
E.164	+61289992222	+622125505555	+6568364100	+16132381040	+442073794334
E.164 without Plus	61289992222	622125505555	6568364100	16132381040	442073794334
Compressed National	0289992222	2125505555	68364100	6132381040	02073794334
International	+61 2 8999 2222	+62 21 25505555	+65 6836 4100	+1 613-238-1040	+44 20 7379 4334

9. Advanced Scripting

9.1 Script URL Control

The URL Control object allows you to create a link between the script page the agent is using during an interaction and an external location such as a Customer Relationship Management (CRM) system so that the agent can navigate to that external location by a click on the link. The link is created from a combination of the base URL and any parameters you define in the URL Control that can identify the details being sought.

If the number format is critical in the formation of a URL (i.e. parentheses, leading zeros, or hyphens should be included or excluded) then you can set the number format in both the URL Control and iFrame script objects.

Below these three scenarios are explained

Scenario One - Link the agent to a CRM using a System Variable
Scenario Two - Link the agent to a membership database using an Activity Data Field
Scenario Three - Link the agent to a CRM using a Contact Data Field

Scenario One - Link the agent to a CRM using a System Variable

You have a CRM database, (e.g. acme.customers) and an inbound caller to the contact centre can be identified in the CRM by their phone number. While interacting with the caller, the agent clicks on the URL Control linked to the CRM database. The URL Control passes the phone number to the specified URL, the CRM database is opened in a new browser tab, and the relevant customer's details are displayed to the agent.

The agent may be required, at least once in each session, to login to the CRM using their user name and password.

Prerequisites

The external location must exist and have a valid URL.
The external location must allow a query from the contact centre.

Steps in Script Editor

Locate and select the script page you wish to edit.
Click Edit Script.
Select the Single Column Layout Field.
Click the URL Control icon to place the control onto the script page.
Click the Change Settings icon to open the Value and Style Settings dialog.
Alter the default object name "URL1" to "CRM Query".
Enter a valid URL address for the external location. e.g. http://ACME.customers.com".
In the first text entry field, enter "Customer Number".
In the second text entry field, enter "[CLI]".
CLI is a system variable used by the contact centre. See System Variables.
Click the Add icon to save that mapping.
Select "International" as the Number Format applied to telephone numbers.
See Number Formatting in Script Objects for more information regarding this setting.
Click the Save icon and then on Save Current Page.
Click Back to Script Designer.
At this time, you should test the link you have created. To do this, click Preview Publish and use the script page as though you were an agent talking to a contact.
When you are satisfied with how the script page is functioning, click Production Publish.

Scenario Two - Link the agent to a membership database using an Activity Data Field

For example, you have a membership database, "acme.members.com", and a member is identified by a unique membership ID. You create an activity field for Membership ID, and you include that field in the campaign script. When interacting with a caller, the agent determines the caller's membership ID, (e.g. AD1357908) enters it into the activity field, and clicks on the URL Control linked to the membership database. The URL Control links the base URL with the value(s) of the data field(s), (e.g. https://acme.members.com/display/?Member_ID=AD1357908). The external location is opened and the relevant member's details are displayed to the agent. The agent can now establish that the caller's membership is current, expired, or suspended before proceeding with the support query.

The agent may be required, at least once in each session, to login to the database using their user name and password.

Prerequisites

The external location must exist and have a valid URL.
The external location must allow a query from the contact centre.
The "Membership ID" activity data field must exist.
"Membership ID" must be used on an earlier page than the URL Control so that any writing to the database has occurred before the URL Control accesses the value. A contact field does not have that requirement.

Steps in Script Editor

Ensure that an earlier script page exists that contains the "Membership_ID" activity data field.
This will allow the agent to enter the ID and save that value to the database before it is referenced by the URL Control.
Locate and select the script page on which you wish to place the URL Control.
Click Edit Script.
Click the URL Control icon to place the control onto the script page.
Click the Change Settings icon to open the Value and Style Settings dialog.
Change the default object name, "URL1", to "Validate Membership".
Enter a valid URL address for the external location. e.g. http://ACME.members.com".
In the first text entry field, enter "Member ID".
From the drop-down selection list, select "Membership_ID".
Click the Add icon to save that mapping.
Select "International" as the Number Format applied to telephone numbers.
See Number Formatting in Script Objects for more information regarding this setting.
Click on the Save icon and then on Save Current Page.
Click on Back to Script Designer.
At this time, you should test the link you have created. To do this, click Preview Publish and use the script page as though you were an agent talking to a contact.
When you are satisfied with how the script page is functioning, click Production Publish.

Scenario Three - Link the agent to a CRM using a Contact Data Field

You have a CRM database, (e.g. acme.customers) and a lead can be identified in the CRM by their "Customer ID". When the predictive dialler connects the lead to the agent, the agent clicks on the URL Control linked to the CRM database. The URL Control passes the value of the customer ID to the specified URL, the CRM database is opened in a new browser tab, and the relevant customer's details are displayed to the agent and a record of the interaction is added to the customer history.

Note

The agent may be required, at least once in each session, to login to the CRM using their user name and password.

Prerequisites

The external location must exist and have a valid URL.
The external location must allow a query from the contact centre.
The "Customer ID" contact data field must exist and must be populated.

Steps in Script Editor

Locate and select the script page you wish to edit.
Click Edit Script.
Select the Single Column Layout Field.
Click the URL Control icon to place the control onto the script page.
Click the Change Settings icon to open the Value and Style Settings dialog.
Alter the default object name "URL1" to "Update CRM".
Enter a valid URL address for the external location. e.g. http://ACME.customers.com".
In the first text entry field, enter "Customer ID".
From the drop-down selection list, select "Customer_ID".
Click the Add icon to save that mapping.
Select "International" as the Number Format applied to telephone numbers.
See Number Formatting in Script Objects for more information regarding this setting.
Click the Save icon and then on Save Current Page.
Click Back to Script Designer.
At this time, you should test the link you have created. To do this, click Preview Publish and use the script page as though you were an agent talking to a contact.
When you are satisfied with how the script page is functioning, click Production Publish.

9.2 Custom Processing in a Script

Custom Processing is another validation method that can be applied to a single line input field, one that is performed outside of the Cloud Contact Centre.

Where this feature can be found

Open the Workspace.
Select Scripts from the Campaigns menu.
Select the page to be edited.
Click Edit Script to open the Page Editor dialog.
Click on the Single Line Input Field icon to add one to the script page.
Click the Change Settings icon for that object.

When performing custom processing to a single line input field, enter into its Value Settings dialog the full URL of the external script that will perform the process, including any required parameters. Parameters that need to be read from the database are enclosed in square brackets.

For example, to send a member name to http://xyz.com in order to get the associated member class: https://xyz.com?member_name=[memb_name]&required_field=class

Input fields whose value is required to be sent to an external script should be processed on an earlier page of the script to ensure that the most recent value is provided as input to this process, which typically occurs when one page is closed and a new one is opened.

Frequent Flyer Scenario

On an earlier script page, the contact has supplied an airline frequent flyer membership number to the agent, who has entered the number into an Activity Field called "memb_no". On the opening of the current page, the agent sees the results of the process: the name of the frequent flyer, the number of points accumulated, and the membership class, all of which the agent can incorporate into the campaign script.

"Mr Jones, I can see that you have accumulated 11,359 frequent flyer points and are a gold class member, so let me see how we can best use those points in your booking today..."

Output Data

Field Name	Value
Frequent Flyer Name:	Davy Jones
Accumulated Points:	11,359
Membership Class:	Gold

Object Settings

In order to make this happen, the Script Designer will have placed three script objects on the page and entered the following data into their respective value settings dialogs:

CODE

Object Type: Single Line Input
Label:Frequent Flyer Name
Custom Processing URL: https://frequentflyerclub.com?memb_no=[654321]&required_field=memb_name
On Entry is selected.

Object Type: Single Line Input
Label:Accumulated Points
Custom Processing URL: https://frequentflyerclub.com?memb_no=[654321]&required_field=memb_points
On Entry is selected.

Object Type: Single Line Input
Label:Membership Class
Custom Processing URL: https://frequentflyerclub.com?memb_no=[654321]&required_field=memb_class
On Entry is selected.