Script Designer

An Infinity script is a collection of defined screens that are delivered to an agent enabling them to navigate their way through processing a customer interaction. These screens can contain text to guide the agent through the call as well as controls which can be used to either display useful information to the agent or allow them to capture responses from the customer.

The allows you to build Infinity scripts without the need to know any coding or have extensive development skills.

Script Designer has the following features:

  • Script groups for better organising a large number of scripts
  • Support for release notes and comments
  • Support for auditing
  • Support for “required” fields
  • Support for data entry validation
    • Minimum length
    • Maximum length
    • Restricted characters
    • Regular expression check
    • Password character
  • Advanced image management with available standard icon packs
  • Ability to consume web services
  • Ability to load data from other data sources ie Oracle, MySQL
  • Support for linking scripts
  • Ability to produce PDF or RTF output of script
  • Support for custom .NET user controls
  • Script Mover for migrating scripts between separate Infinity Systems

Screen Editor

The Screen Editor allows you to layout each script screen with the text, data-capture elements and agent interaction buttons as required. All of these elements are known as Controls. Each script can have multiple screens and each screen can contain multiple controls.

The following screen controls can be used to construct your script interface:

  • Browser
  • Button
  • Check box
  • Checked List box
  • Combo box
  • Data Grid
  • Date Picker
  • Date/Time
  • Expand text
  • Group box
  • Hotspot
  • Image
  • Info tip
  • Label
  • List box
  • Numeric selector
  • Panel
  • Radio button
  • Rich text box
  • Tab control
  • Text box
  • Timer
  • Web Browser

Each of these controls is configured through several properties which are presented in Basic or Advanced view.

Function Builder

The Function Builder is a graphical tool rendered in a browser (uses SVG). It is used to build up the action that will be performed when you interact with the script, or the controls on a screen. Featuring an intuitive drag and drop interface allows you to build these actions without needing to have knowledge of programming. Still you can perform tasks such as moving to a different screen, checking the user has entered data, and interact with the database tables.

Functions accept a number of “command” objects that take a number of parameters. The parameters will either be a screen control, database field, script variable or free text, and by using a number of command objects you are able to build actions that guide the user through the script.

Commands are grouped as follows:

  • Action
  • Call Coding
  • Conditions
  • Controls
  • CTI
  • Database
  • Engine
  • Functions
  • Operators
  • Recorder
  • Variables

Extended Functions (Engine Extensions)

The Script Engine can be extended by creating a custom DLL that contains functions and routines specific to your campaign. These new functions will be accessible inside Function Builder and look like standard commands that can be dragged and dropped on to the function.

This enables a developer to build and deploy both complex integrations and simple functions, which can then be easily used by the person building the Script interface by using the function blocks.

The following Engine Extensions are already available in Infinity:

  • Bank Validation
  • Diabolocom
  • CloudItalia
  • Callmedia
  • DocuSign
  • SalesForce
  • OVH
  • UIPath
  • SugarCRM
  • MSCRM