Once you are available the system will select you for a task, or call, whenever one is available for you. Once the system has something for you to do, it will pop the corresponding script allowing you to process the task.
The script will be shown, in a new tab, with any text and data input that you need to complete as you process the task.
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Tip: When a record is popped to a script for a call, the number to be dialled is defined by the value of the DefaultPhoneColumn Project Setting. When using Infinity to drive the 'get next'/calling process then the script will try the next defined phone column automatically, so long as a No Answer/Unobtainable type response is returned when a 'Make Call' command is issued. If the agent hang up himself, then auto dialling is stopped. |
Script Toolbar
Along the right hand side of the script is the “Script Toolbar” that may have the following options, depending on the type of task you are processing, and where you are in the script.
Script toolbar options
| Icon | Description |
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Go To Next Screen. It can be configured through the 'OnNext' action on the Screen Properties. |
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Go To Previous Screen |
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Opens the Search Screen |
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Shows any notes that have been added to the current record and provide notes for the current call.
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Opens the History Viewer |
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Shows a list of pop-up windows |
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If the script is running in Test mode you will be able to leave comments regarding problems on the screen |
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Brings up the Code Call Dialog |
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Where a script contains “tabs” (using the 'Show as Script Tab Popup' option on the Screen Properties) the home button returns you to the main script |
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The default script “tab” icon |
Script “tabs”
A script can be configured to have a number of “tabs” that can be used to show additional information, or link to external websites, that you can access whilst running a script. Each “tab” may have its own icon.
If you click a “tab” icon the script display will change to show the tab screen. You can always return to the main script by clicking on the “home” icon.