Nominating a Web Page Area to Display Agent Scripts

The following describes how to select a Web Page Area widget to display scripts to an Agent while they are using a Current Call widget to make or receive a call.

After a web page area has been nominated, it will present scripts based on how you have configured the system to display them, and whether the Agent is receiving an inbound call, or making an outbound call:

• Inbound Calls: The script displayed will either be based on the phone number dialled, or on the queue through which the call was assigned to the Agent.

• Outbound Calls: The script to be displayed should already have been assigned to the current call widget, but this can be done afterwards if not.

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 Script/Notifications tab.
5. 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.

6. Click Save Changes.