Assigning a Script to a Phone Number

The following describes how to assign a script to phone numbers belonging to a service. During inbound calls to the service via an affected number, the Agent can be presented with the chosen script via their configuration, provided a suitable widget has been nominated to display it.

To ensure Agents see the chosen script, when configuring the operator queue that will assign them inbound calls, you will need to access the Notifications tab and set the Type of Script / Pop option to Standard Script from the Dialled Number.

Alternatively, you can assign a script directly to a queue, so that all inbound calls to that queue will use the chosen script regardless of the number dialled. For more information, see Assigning a Script to an Agent Queue .

Implementation

  1. Access the relevant Service Details page.

    1. Access the details page for the intended 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.
    1. Select the Services tab.
    1. Locate the intended service and click its Service Details link. This will open a new page.
  2. Select the Numbers tab.
  1. If you can't see a Script drop-down setting for any numbers associated with this service, you'll need to enable per-number script settings first.

    1. Under Storing Additional Details Against Each Number, locate and tick the option for This service is configured to show a different script depending on the number dialled.

    2. Click Save Changes. The page will update to reflect your change.

  2. Locate the intended number and use its Script drop-down to select the intended script.
  3. Repeat this process until all numbers have the necessary scripts.
  4. Click Save Changes.