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rostrvm CallDirector is configured so that when a contact (call, email, chat, SMS) is received a routing script is run to determine how the call is to be routed onwards to its destination.
Routing Scripts Panel
Shows a list of all configured CallDirector routing scripts.
| • | Script - the name of the routing scripts; |
| • | Description - provides a description of the routing script; |
| • | Routing Number - if this script is assigned to a routing number, the name of the routing number; |
| • | Campaign - if this is an outbound routing script (used for predictive dialling) then this is the name of the campaign to which it is assigned; |
| • | Email Account - if this script is being used to route email contacts, the email account that holds the incoming emails; |
| • | Web Chat - if this script is being used to route chat contacts, the name of the Web Chat service. |
From here you can:
| • | Create - click the Create button on the Routing Scripts panel to add a new entry; |
| • | Global Routing Variables - click on this button to set and change the routing variables available to all scripts; |
| • | Announcements - click on this button to invoke the AutoAgent announcement configuration utility. |
Default Scripts
As part of the CallDirector product a suite of pre-defined default template scripts are installed, although they are not allocated to any routing numbers. These scripts will contain a System version of the script which will be upgraded with subsequent versions of rostrvm. This means that new features introduced in CallDirector scripts will be added automatically where this system version of a script is live (this is useful for the standard predictive routing script to ensure changes are applied). It is not possible to edit or delete system versions of scripts although, as previously, they can be used as the basis for new scripts.
For the predictive routing script, the upgrade provides a warning about predictive campaigns that are not using the system version of the script. The upgrade will not change the version of scripts that are currently live so where the standard product script is required it will be necessary to make the system version of the script live manually.
The default scripts provided are as follows:
| • | Agent Control - this performs the informal call centre control for Agent Constant agents; |
| • | Chat Routing - routing of Web/IMIchats; |
| • | Email Routing - routing of Emails; |
| • | Invex Agent Greetings - handles recording of automatic agent greetings; |
| • | Invex Inbound Routing - standard inbound call routing script with holiday calendar and QueueBack; |
| • | Invex Predictive Routing - standard predictive routing scripts; |
| • | Invex Voice Mail - standard voice mail handling script for station based voice mail; |
| • | Pickup Call - call group pickup function. Stations, users or user groups can be provided to define which alerting calls can be picked up; |
| • | Survey - standard script to be used to take a post call survey allowing the customer to score against specific questions (business outcomes with a category of Survey) regarding their call; |
| • | Transcribe - standard script to listen to the recording of a call and recognize the speech, turning it into a text value which is saved in an outcome on the call; |
| • | Unattended Dialling - example IVM script which can be used to play a message to people on a dialling list. |