Assigning a Script to an Agent Queue

The following describes how to assign a script to an existing Agent queue node within an IVR. During inbound calls to this queue, Agents will be presented with the chosen script via their configuration, provided a suitable widget has been nominated to display it.

Implementation

1. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services 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 Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

2. Locate the intended queue node and click its Config link.
3. Select the Notifications tab.
4. Locate the CC4Web Agents Scripts section.
5. Use the Type of Script / Pop drop-down to select Standard Script.
6. Use the Script to Use drop-down to select the intended script.
7. If you want the script not to load until calls are answered, tick the second check box. This will prevent the Agent having to complete the script (including, for example, a post-call summary form) if the caller hangs up before the call is answered.
8. Select a suitable price list to use for displaying the chosen script, if different to the default provided.

9. Click Save Settings to confirm and apply your choices.