Assigning an Outbound Call Script to a Configuration

The following describes how to assign a script to an Agent configuration, displaying it to Agents during outbound calls when using that configuration.

Before you can do this, you will need to have created the script, added it to an Agent queue, and added a Current Call widget to the configuration.

Implementation

1. Launch the intended configuration.
   How do I view a list of configurations for a specific Customer?

   1. Access the resources page for the intended Customer.

      How do I access resources for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Customer Resources tab.

   2. Click the CC4Web Configurations hyperlink.
   How do I launch an individual configuration via the portal?

   When viewing the list of available configurations:

   1. If you don't want the configuration to appear in a new window, un-tick the first check box.
   2. Use the first drop-down to select the name of an Agent to simulate when you launch the configuration.
   3. Locate the configuration you want to access, and click its Launch button.

   Always remember to save any intended changes before exiting this mode.

2. Click Enter Design Mode.
3. Locate the Current Call widget and click its Properties button. This will open the Properties page for the widget.
4. Select the Outbound Calling tab.
5. Locate the Script option and use its drop-down to select the name of the intended script.
6. At this point, you can nominate the web page area widget that you want to display the script, if it exists. Otherwise, you can do it later.
   How do I nominate a web page area to display scripts?

   1. Select the Script/Notifications tab.
   2. Use the drop-down for Web Area for First/Main Script to select the name of the web page area widget you want to display the script.

      If there's only one web page area widget in the selected configuration, the current call widget will use that for scripts by default, so while you don't have to specify a web page area widget here, it may be helpful to do so in case more are added later, and you want to be explicit about which of them to use.

7. Click Save Changes.