General

Advanced

Agent Handling

Queue

Silence Time

The time in milliseconds for a silence gap to be assumed that the speaker has stopped speaking (default is 1200 ms).

Timeout

The maximum amount of time to wait for the caller to stop speaking (default 60 seconds).

Reason

Reason code to supply in the Route End notification. This parameter is ignored for line/station devices. If not supplied, RTM_RC_APPLICATION (7) is used.

Timeout

Specifies the maximum expected time for the call/connection cleared to be completed. Timeout must be one or more seconds in duration. If this parameter is not specified, a default timeout of 5 seconds is used. This parameter is ignored for routing number and ERP devices.

FromIndex

Index of the recording to be copied.

ToName

Name of the announcement to which to copy the recording.

Query

The database query to execute.

Database

The name of the database to connect to. By default this is configure, although any database that can be accessed through a rostrvm database interface can be named.  ODBC connections can be used to access an external database.

ResultsVar

Populated with the results of the query in the form of a list of rows, each row being a list of columns (i.e. list of lists). For SQL queries that do not return results an empty string is returned. If this option is not specified the results will be returned in the variable RESULTS. The variable will be unset if an error occurs.

Timeout

Time in seconds to wait for a result.  If the results are not available in this time Failed is returned.

MessageToLog

The message to be sent to the log. This is truncated to a maximum of 200 characters.

Severity

Sets the severity of the message being raised, where severity is D, I, or W, denoting that the message is a Debug, Information, or Warning message.

SNMP

Forces the raised message to be raised as an alert of the specified severity (except debug which is raised as information alert).

FromDate

Start of the date range.

ToDate

End of the date range.

FromTime

Start of the time range.

ToTime

End of the time range.

Name

The name of the property.

Operation

The operation to apply (equal, not equal, greater than, greater than or equal, less than, less than or equal, contains, starts with, ends with, matches, length).

Value

The value to be used in the compare.

IgnoreCase

Boolean to indicate if case is significant in operations.  If set to true the output is always lower case.

Delay

Specifies (in seconds) how long to pause for.

Devices

List of devices to take alerting calls from.  Each device is separated by a new line.  Devices may be device names, usernames, agent groups or user groups..

CallPicked

Name of a result variable which receives the call reference of the call that was picked up.

DevicePicked

Name of a result variable which receives the device from which the call was picked up.

Announcement

Specifies the announcement to play. This announcement is configured using the AutoAgent announcement configuration from Manager.

If the announcement is numeric and has not been configured, AutoAgent will search the voice recording database for recordings against the agent call index with the number given; if one is found this will be played.

DigitsTimeout

How long to wait after the end of the announcement for the DTMF digits to be collected.

DTMFVariable

Name of the variable to place the collected DTMF digits in.

GetDigits

The number of DTMF digits to collect. If this is set to 99 then a variable number of digits will be collected until the caller presses the # key.

Maximum

Maximum numeric value for collected DTMF digits. If a value greater than this is entered the prompt is repeated and the DTMF digits are collected again.

Minimum

Minimum numeric value for collected DTMF digits. If a value lower than this is entered the prompt is repeated and the DTMF digits are collected again.

Repeat

Number of times that the prompt should be played if no DTMF digits are entered (assuming DTMF digits are being collected).

Speech

If announcement is blank, text to speech will be used to ‘speak’ this parameter. This parameter is a string and as such can take variables.

Profile

Name of the speech recognition profile.  This is used to configure the language and speech recognition engine in use.

Prompt

Announcement to play prior to performing the speech recognition.

ResultVar

Variable into which the recognised speech is placed.  Where the profile refers to a bot this variable would contain the response to play to the remote party.

Timeout

Time in seconds to wait for the speech to be processed.

Sound

Name of a recording or announcement to analyze.  If this field is blank then the voice from the remote party up until a pause is detected will be recognised.  The length of the pause may be configured in the profile settings.

Announcement

Specifies the announcement to play before recording. This announcement is configured using the AutoAgent announcement configuration from Manager. If DTMF digits are to be collected, they will be collected once the announcement has been played.

DTMFVariable

Name of the variable to place the collected DTMF digits in.

Duration

Time to record for in seconds. If this is set to zero then recording will continue until three seconds of silence have been detected.

GetDigits

Number of DTMF digits to collect before returning. If a recording Duration is specified but the required number of digits have been collected the recording will be stopped and the node will return before the duration has elapsed.

If this is set to 99 then a variable number of digits will be collected until the caller presses the # key.

IndexVariable

Name of the variable to place the agent index of the call recorded (this can be used in the Prompt node to play the recording).

SaveIn

Name of the table the recording should be saved in (either VOICE_RECORDING or VOICE_MAIL)

MaxIterations

Specifies the maximum number of iterations that may be performed by the loop.  This is to catch ‘infinite’ loop scenarios caused by scripting errors. The default value is 1000. If the loop iterates more than this number of times the script will exit and an error will be logged.

Name

Specifies the property to check.

Value

Specifies the value that should cause the loop to exit.

Blind

Forces a blind transfer (using the re-queue service for lines and stations). In which case the RouteCall returns upon completion rather than when the destination is established. This is ignored for routing number or ERP devices.

Destination

The destination to route the contact to.

NotReadyOnFail

If set to TRUE then the destination agent is set not ready should the attempt to route the call to them fail.

Timeout

Specifies a maximum answer time for the call. This parameter is not permitted if the –blind option is specified. If the call is not answered within this time the RouteCall is aborted and the call remains on the original device. This value is ignored for routing number or ERP devices.

WhisperAnnouncement

The name of an announcement, or the index of a recording, to play to the agent when they are connected to the call but before the originator (customer) is connected to the call.

WhisperSpeech

Text to speech text to play to the agent when they are connected to the call but before the originator (customer) is connected to the call.

ScriptCode

The TCL script code to execute.

To

Destination of the email.  If this is not supplied, the origin of the email being processed by the CallDirector script is used (i.e. a reply).  This will fail for non-email contacts.

From

Origin of the email being sent.  This is one of the configured email accounts within rostrvm – if left blank the destination of the email being processed by the CallDirector script is used (i.e. normal use for a reply).  This will fail for non-email contacts.

Subject

Subject for the email.  If not set the subject from the email being processed will be used (contents of CLIPboard element RTM_EMAIL_SUBJECT).

Message

Plain text message body for the email.  If not set the template is used.

Message Template

Email/message template to send in the message body.  If not set, and the message is not set, the body of the message being processed is used (i.e. a message forward).

Send Date

Date at which to send the message.  This should be either of the format dd/mm/yyyy or a form acceptable to the TCL clock scan command.

Send Time

Time at which to send the message.  This should be a form acceptable to the TCL clock scan command.

Class

Campaign/Class to associate the outgoing email with.  If the From address is not set and the script is not a reply, then the outgoing email address will be taken from the campaign details.

Name

The name of the business outcome.

Value

Any data associated with the business outcome.

Name

Specifies the name of the property (or CLIPboard element).

Value

Specifies the value used.

Operation

Specifies the operation to use, can be ‘Add’, ‘Subtract’, ‘Append’ or ‘Set To’. For ‘Add’ and ‘Subtract’ the operation is only applied if the given property and value are numeric.  For ‘Append’ the value and a preceding space is appended to the property.

InitialAnnouncement

An announcement to play before the call treatment is applied (this is optional).

If an agent becomes available whilst this announcement is being played, the announcement will be interrupted and the call forwarded immediately to the agent.

If multiple Apply Treatment calls are made these announcements will be queued up so that all of them are played before the actual treatment is applied.

Treatment

Specifies the treatment to be applied to the call. This is one of the following options:

 Ringback
 Silence
 Music

URL

Url to which to make the request.

Method

Web request method (most commonly POST or GET).

Headers

Array of HTTP headers to pass.

Timeout

Time in seconds to wait for a response.

Parameters

Array of key value pairs to send as the parameters in the request.  The content type determines how these are sent.

If a Content-Type header is specified in the headers this determines the parameter format – the default is x-www-form-urlencoded.

Username

If set a Basic authentication header is added to the request.

WARNING: This should only be used over https.

Password

Password added with the user name.

ResultsVar

Name of a variable to contain the response to the request.  If this variable is an array the node will attempt to parse the response into sensible key value pairs, otherwise the Result will simply be the data returned.

Timeout

The maximum expected time for the call established notification event to be raised as a result of the answer request being issued. This timer is used to catch problems within rostrvm in processing the answer call request. Timeout must be one or more seconds in duration. If this parameter is not specified, a default timeout of 5 seconds is used.

MaxSilenceTime

This is the length (in milliseconds) of a silence gap to indicate that the greeting is finished.  The default is 1200ms.

MaxTime

The minimum length of a greeting (in milliseconds) that is used to classify the call as an AnswerMachine.  The default is 4500ms.

Origin

Originating device for the call (a rostrvm station).

Destination

Destination number for the call (either a rostrvm station or a remote telephone number).

AwaitEstablished

Boolean, which if set means that the node will not return until the call has established (or failed), otherwise it will return when a delivered has been received.

Timeout

Time to wait for the make call response.

ClassifierDevice

The line group to be used to classify the call (normally left blank so that any available lines are used instead).

Record

The name of the array into which the imported record will be placed.

Any changes made to the elements of this array, prior to the next call to GetNextRecord, will be saved back into the data store.  This allows amending of the data following import.

List

The name of a variable into which the OutBound list name is placed.  This is populated when the import is into an OutBound list, otherwise it will contain a blank value.

AccountId

The name of a variable into which the OutBound account Id is placed.  This is populated when the import is into an OutBound list, otherwise it will contain a blank value.

AccountId

The account id to modify.  If this field is blank then the AccountRef field and List are used to find the record.  If this field refers to a variable and the account is looked up using AccountRef and List, then the variable will contain the account Id.

AccountRef

If the AccountId is blank, then this field is used in conjunction with the List field to find the account to update.  If the record is retrieved using the AccountId then the variable referred to by this field will contain the account reference.

List

If the AccountId is blank this field is used in conjunction with the AccountRef field to find the account to update.  If this field refers to a variable it will be updated with the list assigned to the account.

NewList

If not blank, this specifies the name of the list into which the account should be moved.

NewStatus

This may have one of the following values:

• Leave Unchanged

• Excluded

• Excluded - Do Not Call

• Excluded – TPS

• Excluded - Duplicated

• Terminated - Contacted

• Priority

• Unused

Date

Date to make the call.  This should be either of the format dd/mm/yyyy or a form acceptable to the TCL clock scan command.

Destination

Specifies the destination device to which the call is made.

MaximumTime

If the call is not made by this time no further attempts will be made. This is specified in minutes past the call time.

Origin

The routing number from which the call should be made.

Retries

Number of retries that should be made if the call fails. Retries are made one minute apart.

Time

Time to make the call.  This should be a form acceptable to the TCL clock scan command.

Activity

Activity code to apply to the existing call.  If this is set to Queueback then the new call created will have the same call reference as the existing and will therefore be viewed as a single call within the MIS.

Destination

Specifies the destination device (normally a routing number) to which the call is routed.

Destination

Destination of the subcall. This may either be a rostrvm device id or destination or a SIP URL.

Origin

CLI of the originating call (if blank defaults to the value in the ORIGIN variable).

PlayDTMF

DTMF digits to play to the destination when the destination connects.

Timeout

Time to wait for the destination call to be answered.

RecordCall

Determines if the call is recorded or not.

KeepCallRef

Keep the same call reference as the original call (which means a single MIS record).

Event

Event to wait for

Timeout

Time to wait for the destination call to be answered.

Station

To which this call is being assigned.

AgentId

Id of the agent to log on.

Device

Device to log the agent on to. If this field is blank the agent will be logged on to the originating device (i.e. the callers device).

Group

Agent group to log in to. If this is not supplied, a database lookup is performed on the users using the AgentId to find default details for the agent group.

Password

Agent password for the log on.

Device

Device to log the agent off from. If this field is blank the agent will be logged off from the originating device (i.e. the callers device).

Device

Device to set the state on. If this field is blank the operation will be performed on the originating device (i.e. the callers device).

Device

Device to set the state on. If this field is blank the operation will be performed on the originating device (i.e. the callers device).

ClosestSkilledAgent

The weight for the closest skilled agent algorithm at which the call enters the queue. The higher the value when compared to the LongestWaitingAgent the more importance is given to the skill level of the agent as opposed to how long the agent has been waiting for a call.  

LongestWaitingAgent

The weight for the longest waiting algorithm at which the call enters the queue. The higher the value when compared to the ClosestSkilledAgent the more importance is given to the time the agent has been waiting for a call than the skill level of the agent.

MaxMatches

Maximum number of resources to allocate for this request. Only used to provide hunt group functionality. See.QueueForAgent

MostSkilled

The weight for the number of skills at which the call enters the queue. The higher the value calls will be more likely to be routed to agents with a fewer number of skills.

Priority

The priority at which the call enters the queue. If set to zero the priority of the call is set to the default priority of the queue.

ProgressInterval

Time in seconds to report progress on the queue.

Queue

The queue device upon which the call will queue.

QueueNoAgents

A flag to indicate if the call should be queued when there are no appropriate logged on agents to service the request. By default the call is not queued. Useful if, rather than ending the call the call needs to be re-queued with different parameters (e.g. different skills set) this parameter means the script will go down the 'queued' exit path rather than the 'NoAgents' or 'noskills' path.   The call can then be re-queued with the new parameters without it being regarded as a separate request.

QueueTimeout

The maximum length of time in seconds that the call will queue (-1 disables the timeout).

BreakIvr

A flag to indicate if whilst in the Queued and/or Progress legs an IVR transaction will be aborted if a resource is allocated whilst executing the transaction.

ResultArray

The result array into which the allocated agent results should be placed. This is a list of parameters returned by the system that can then be used in subsequent nodes (e.g. set RouteTheCall Destination to Results(DEVICE_ID) to route the call to the allocated device).

Skills

The set of skills associated with the call.

Users

A space separated list of users (USER_IDs), stations or agent groups from which the destination should be chosen.  Designed to allow calls to be queued for individual agents without the need for individual queues or skills.

Abandoned

The call has been dropped while on the queue

Allocated

An available agent has been found.  Details of the agent can be found in the Results array

Failed

For some reason the allocation has failed - probably a configuration error e.g. unknown queue.

MaximumQueueLength

Exceeded the licensed queue length - suggest a reroute to another queue or clear the call.

NoAgents

There are no agents logged on to service this queue. - normally play a message and clear the call.  This branch will not be invoked if the QueueNoAgents parameter is set to true.

NoSkills

There are no agents logged on with the right skills to take this call. - normally play a message and clear the call.

Progress

Called after the ProgessInterval number of seconds after the script returns to the allocateagent after a queued or progress path.   Generally used to play an in-queue message and give information and options to do with the queuing process.

QueueClosed

The queue is closed - a parameter of the queue in Control Centre

Queued

Called once after the first call to allocateagent if the call has been queued.  The contents of the Results Array give more information.   Generally used to play a 'you have been queued' message.

QueuedNoAgents

Called once after the first call to allocateagent if the call has been queued, but no agents are logged on and the QueueNoAgents parameter has been set to true.  This return is an alternative to the Queued return, used to indicate that no agents are logged on to service this queue but the call has been queued anyway.

Timeout

Called when the queue time has exceeded the  QueueTimeout parameter.

Reason

Reason code to use in the deallocate request (this is reflected when the call is removed from the queue).

It is important that when a call is routed to an agent they must be deallocated with a reason code of 1028 (Diverted). This is to ensure the CLIPboard is maintained and transferred with the call to the agent.

If QueueNoAgents is set and the call is overflowed to another rostrvm or external device, then it can be recorded as such in the MIS.QUEUE_PER table by setting the Reason to 1024.

Origin

Specifies the origin to supply in the hunt calls.  If left blank the origin of the main call is used.

Destination

User group, Agent Group or list of devices on which to hunt.

Interval

Time, in seconds, between each hunt call.

Timeout

Time, in seconds, to wait at each station for the call to be answered.

MaximumCalls

Maximum number of calls in progress at any one time.

AccountId

Variable that will contain the account Id of the imported account.  If Duplicate is returned, the account id references the duplicate record.

AccountRef

The account reference.

AllowDuplicates

If set to true (default) multiple callbacks can be set on the same list for the same telephone number, otherwise the node returns Duplicate if an attempt is made to add the same telephone number to the list.

CallbackData

Data associated with the callback. This is an array of fields that will be inserted with the account in the rostrvm database.

CallbackDate

The date that the callback.  This should be either of the format dd/mm/yyyy or a form acceptable to the TCL clock scan command.

CallbackTime

The time of the callback.  This should be a form acceptable to the TCL clock scan command.

List

The list to which the account is associated.

TelNum

The telephone number to call back.

WhisperId

The identity of a recording to be played back to the agent prior to making the callback.

AnswerTimeout

Time to wait for routed call to be answered. If zero then the call is routed blind.

If a 'hunt' is being performed, the answer timeout is applied from the time the last call in the hunt is made. In this case, a zero value means an infinite wait for an answer.

ClosestSkilledAgent

The weight for the closest skilled agent algorithm at which the call enters the queue.

HuntInterval

This is the time (in seconds) between each 'hunt' call. See the MaximumMatches description for a description of the 'hunt' process.

This parameter is only valid on Invex systems.

LongestWaitingAgent

The weight for the longest waiting algorithm at which the call enters the queue.

MaxHuntCalls

This is the maximum number of outstanding hunt calls that may be in progress at any one time. A zero value indicates no limit on the number of hunt calls, a value of 1 would mean that a hunt call to an agent will be cleared before the hunt call to the next agent is made.

MaximumMatches

Maximum number of resources to allocate at once for this call. When this is greater than one, a 'hunt' will be performed on resources that are allocated. The 'hunt' will consist of calling each resource until one resource answers; the resources are called in the appropriate order based on the selection algorithm.

This parameter is only valid on Invex systems; setting this to a value other than 1 on non-Invex systems will cause call routing to fail.

MostSkilled

The weight for the number of skills at which the call enters the queue.

Priority

The priority at which the call enters the queue.

Queue

The queue device upon which the call will queue.

QueueNoAgents

A flag to indicate if the call should be queued in there are no appropriate  logged on agents to service the request.  By default the call is not queued.

QueueTimeout

The maximum length of time in seconds that the call will queue (-1 disables the timeout).

QueueTreatment

This defines the call treatment to apply to calls on the queue and has the values:

None - Do not apply any call treatment (leave the call on the routing number);
Silence - Play silence to the caller;
Music - Play music to the caller;
Ringback - Play ring back to the caller.

Note that this parameter is only used on Invex and Meridian systems. On Invex systems the call will be parked on a line specified by the DEFAULT_LINEGROUP setting (unless None is specified).

QueueTreatmentMusic

This defines an announcement for the Queue Treatment.

For Invex systems this is the name of an announcement to play when the call first hits the queue.

For Meridian systems this is the DN of the Music to play.

Skills

The set of skills associated with the call.