Nortel Networks Symposium Call Center Server
297-2183-910Nortel Networks Symposium Call CenterServerfor M1/Succession 1000Scripting GuideProduct release 5.0Standard 2.0June 2004
Nortel Networks Symposium Call Center Serverfor M1/Succession 1000Scripting GuidePublication number:Product release:Document release:Date:297-2183-9105.0Standard 2.0June 2004Copyright 2004 Nortel Networks, All Rights ReservedInformation is subject to change without notice. Nortel Networks reserves the right to make changesin design or components as progress in engineering and manufacturing may warrant.The process of transmitting data and call messaging between the Meridian 1 and Symposium CallCenter Server is proprietary to Nortel Networks. Any other use of the data and the transmissionprocess is a violation of the user license unless specifically authorized in writing by Nortel Networksprior to such use. Violations of the license by alternative usage of any portion of this process or therelated hardware constitutes grounds for an immediate termination of the license and NortelNetworks reserves the right to seek all allowable remedies for such breach.This page and the following page are considered the title page, and contain Nortel Networks andthird-party trademarks.*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, IVR, Meridian, Meridian 1,Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel Networks.CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.MICROSOFT, MICROSOFT ACCESS, WINDOWS, WINDOWS NT, and WINDOWS XP aretrademarks of Microsoft Corporation.SYBASE is a trademark of Sybase, Inc.
Publication historyJune 2004This is the Standard 2.0 version of the Nortel NetworksSymposium Call Center Server Scripting Guide forfor M1/Succession 1000, Release 5.0. This version containsthe Symposium Web Center Portal appendix.April 2004This is the Standard 1.0 version of the Nortel NetworksSymposium Call Center Server Scripting Guide forfor M1/Succession 1000, Release 5.0.Scripting Guide for M1/Succession 1000v
Publication historyviStandard 2.0Symposium Call Center Server
Contents1Getting started15Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17What’s new in Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Understanding and planning your scriptsOverview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Using scripts in your call center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .How call routing and call treatment work . . . . . . . . . . . . . . . . . . . . . . . . . . .Types of scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Building blocks of scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Planning your scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Scripting tools and procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3Scripting rules and conventionsOverview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Script formatting conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Script naming guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Script rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .General scriptwriting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Guidelines for providing feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Scriptwriting tips for specific commands . . . . . . . . . . . . . . . . . . . . . . . . . . . .Script example using formatting conventions and rules. . . . . . . . . . . . . . . . .Logging on to a Symposium Call Center Server system . . . . . . . . . . . . . . . .4Working with script rview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Opening the Script Variables window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Types of variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Creating script variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Assigning values to variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Checking variables for referencing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . 107Changing script variable properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Deleting script variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Scripting Guide for M1/Succession 1000vii
ContentsStandard 2.05Creating and administering scripts111Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Section A: Creating scripts113Creating new scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Adding script elements to scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Copying text into scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Saving changes to scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Section B: Importing and exporting scripts129Importing scripts into Symposium Call Center Server. . . . . . . . . . . . . . . . . 130Exporting scripts to a remote location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Section C: Administering scripts137Validating scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Resolving validation errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Activating and deactivating scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Deactivating scripts with circular dependencies. . . . . . . . . . . . . . . . . . . . . . 147Renaming scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Deleting scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1516Basic script commands153Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Section A: Basic general commands155Assign To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Execute Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159If-Then-End If. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160If-Then-Else-End If. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Quit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166Wait. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167READVAR and SAVEVAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Section B: Basic call processing commands177Change Priority In Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Change Priority In Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183Give Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Give Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Give Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Give RAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190viiiSymposium Call Center Server
June 2004ContentsGive Ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Give Silence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Queue To Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Queue To Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Remove From Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Remove From Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Route Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7Advanced script commands211Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Event Handler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Where-Equals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8Networking ew. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226Section A: Network ACD routing233Queue To NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234Change Priority In NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236Remove From NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239Section B: Network Skill-Based Routing241Queue To Network Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242Change Priority In Network Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244Remove From Network Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2469Voice processing commands249Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Choosing the most efficient commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251Section A: Basic IVR255Give IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256Section B: Voice session commands259Open and End Voice Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260Play Prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Collect Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Section C: Broadcast announcements271Give Controlled Broadcast Announcement . . . . . . . . . . . . . . . . . . . . . . . . . 272Scripting Guideix
ContentsStandard 2.010Host Data Exchange commands279Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Send Info. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Send Request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Get Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11Intrinsics280284286288291297Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298Examples of intrinsics use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300Section A: Skillset intrinsics303Overview of skillset intrinsics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304Answered Call Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308Average Speed Answer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312Idle Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316Idle Agent Count. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317Logged Agent Count. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319Logged Out Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321Longest Idle Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323Most Logged Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Oldest Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329Position In Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331Priority In Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333Priority In Network Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335Queued . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337Queued Call Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341Section B: Time intrinsicsTime of Day . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Day of Week . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Date. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Day of Month . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Month of Year. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .343344346348350352Section C: Traffic intrinsics355Call Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356Total Active Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357Section D: Call intrinsics359Age Of Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360xSymposium Call Center Server
June 2004ContentsCall Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Call Forward Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Call Forward Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Call Forward No Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .CDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Conferenced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Dialed DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Transferring calls with the dialed DN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Direct Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .DNIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .International Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .LOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Network Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .NPA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .NXX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .NPANXX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .On Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Route Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Transferred . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12Script expressions387Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Logical expressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Mathematical expressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Relational expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Order of operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . w. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402Viewing and changing applications, thresholds, and classes . . . . . . . . . . . . 40314Using sample scripts407Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408Section A: Getting started with sample scripts409Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410Creating the initial scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411Editing the Master script. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414Scripting Guidexi
ContentsStandard 2.0Section B: Common scripts417Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418c Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419c Basic Backup Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422c Emergency Boolean . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425c Emergency Skillset Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429c Excess Call Volume Give Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432c Expected Wait Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435c Forced Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440c Holiday Broadcast Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443c Priority in Queue DNIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446Section C: Network Skill-Based Routing scripts449Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450c NSBR Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451c NSBR Primary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454c NSBR Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457c Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460Section D: Nodal Routing examples461Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462c Master Handles Call Transfers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463c Master with Exception Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466c Master with Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469c Primary One . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473c Primary Two . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474c Primary Three . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475c Primary Four . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476c Primary Five. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477c Common Secondary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478Section E: Network Skill-Based Routing examples481Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482c NSBR Master . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484c NSBR Tor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485c NSBR Tor Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486c NSBR Secondary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487c NSBR Secondary NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490ATroubleshooting493Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494Script execution problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495Voice processing problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498xiiSymposium Call Center Server
June 2004ContentsNetworking problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Phantom calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .List of validation errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Validation option rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .BScripting keywords502504506529533Scripting keywords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534CUsing HDX to determine caller information receivedfrom the switch539Using provider.exe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540DSymposium Web Center Portal scripting information545Section A: Scripting guidelines547Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548Scripting rules and conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549Assigning default values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553Using Symposium Web Center Portal with HDX . . . . . . . . . . . . . . . . . . . . 555Networking considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558Section B: Sample scripts561Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562Master script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564MM swcp hdx integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565MM swcp hdx queue to agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 568MM swcp hdx queue to skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571MM swcp hdx error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577MM swcp hdx retry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579Scripting GuideGlossary589Index615xiii
ContentsxivStandard 2.0Symposium Call Center Server
Chapter 1Getting startedIn this chapterOverview16Skills you need17What’s new in Release 5.018Scripting Guide for M1/Succession 100015
Getting startedStandard 2.0OverviewThe Nortel Networks Symposium Call Center Server Scripting Guide providesan overview of the functions of call center scripts, and explains the scriptingprocess. The guide describes how to16!plan the scripts used in your call center!create, modify, and delete script variables!create, validate, activate, and delete call center scripts!view applications, and change application thresholds!use sample scripts for your call centerSymposium Call Center Server
June 2004Getting startedSkills you needIntroductionThis guide is intended for individuals responsible for designing, writing, andmaintaining the scripts used in Symposium Call Center Server.This section describes the skills and knowledge you need to use this guideeffectively.Nortel Networks product knowledgeKnowledge of, or experience with, the following Nortel Networks products canbe of assistance when creating scripts for Symposium Call Center Server:!Symposium Call Center Server!Meridian 1 or Succession Communication Server for Enterprise(Succession) 1000 switchNote: Unless otherwise specified, references in this guide to the Meridian 1switch are also applicable to the Meridian 1 Internet Enabled switch.PC experience or knowledgeKnowledge of, or experience with, the following PC products can be ofassistance when administering Symposium Call Center Server:!Windows 2000 Professional and Windows XPOther experience or knowledgeOther types of experience or knowledge that can be of use include!programming!flowcharting!analytical skills!knowledge of call center operations and call routing requirementsScripting Guide for M1/Succession 100017
Getting startedStandard 2.0What’s new in Release 5.0IntroductionThis section gives a brief description of the new features in Release 5.0 of theScripting Guide.Switch supportSymposium Call Center Server can connect to the following switch types:!Succession 1000!Meridian 1 Internet Enabled!Option 11C MiniCallPilot supportSymposium Voice Services on CallPilot allows you to use CallPilot as a voiceprocessing system for your Symposium Call Center Server. Symposium VoiceServices on CallPilot supports the following script commands:!Give IVR!Give Controlled Broadcast Announcement!Open/End Voice Session!Play Prompt!Collect DigitsScript size limitThe script editor now allows script sizes of up to 50 kbytes.New variable typesHDX commands now support Agent ID and Skillset variable types.18Symposium Call Center Server
June 2004Getting startedWild variablesYou can convert call variables of integer type to wild variables using theREADVAR and SAVEVAR scripting commands. This feature allows you to savethe current value from a call variable into the wild variables table. You canaccess the saved value by using a call variable with the READVAR/SAVEVARscript block.Scripting Guide for M1/Succession 100019
Getting started20Standard 2.0Symposium Call Center Server
Chapter 2Understanding and planning yourscriptsIn this chapterOverview22Using scripts in your call center23How call routing and call treatment work25Types of scripts29Building blocks of scripts33Planning your scripts36Scripting tools and procedures43Scripting Guide for M1/Succession 100021
Understanding and planning your scriptsStandard 2.0OverviewA script is an application containing instructions that determine the sequence ofsteps that a call follows once it arrives at Symposium Call Center Server. Thesesteps include call treatment (such as music or ringback), call routing (such asskill-based routing), or interaction with the caller.Scripts perform two major functions: they define the path a call follows, andthey provide treatments to a call as it moves through Symposium Call CenterServer. Scripts also enable the server in Symposium Call Center Server to trackand record information about each step in a call’s progress. You can use thisinformation to analyze how your call center is functioning and make decisionson how best to improve service.22Symposium Call Center Server
June 2004Understanding and planning your scriptsUsing scripts in your call centerIntroductionTo use scripts effectively, you must fully understand the objectives of the callcenter. Generally, a call center has three major objectives:!Maximize call center efficiency.!Maximize caller satisfaction.!Analyze your call center performance, and make decisions on how best toimprove service.Maximize call center efficiencyTo maximize the efficiency of your call center, you must accomplish thefollowing goals:!Increase productivity.!Improve service.!Decrease costs.!Handle unusual situations.In an efficient call center, agents process calls that they are qualified to handle
June 2004 This is the Standard 2.0 version of the Nortel Networks Symposium Call Center Server Scripting Guide for for M1/Succession 1000, Release 5.0. This version contains the Symposium Web Center Portal appendix. April 2004 This is the Standard 1.0 version of the Nortel Networks Symposium Call Center Server Scripting Guide for
Fujitsu Flashwave 7700 Fujitsu Flashwave 9500 Fujitsu FLM-150 Fujitsu FLM-2400 Fujitsu FLM-600 Optical Transport Nortel Networks Nortel OPTera Metro 3400 Nortel OPTera Metro 3500 Nortel OPTera Metro 5100 Nortel OPTera Metro 5200 Nortel Optical Multiservice Edge 6500 R-TEC DCM-24 Seiscor S24DU Telco Systems Edgelink 100
Nortel Networks assumes no responsibility for any errors or omissions that may appear in this document. 2003 Nortel Networks Norstar Handbook is published by Nortel Networks*. This handbook is intended as a reference guide for Sales Representatives, Telemarketers and others who support the Nortel
Express Call Center 4.2 Nortel Networks Symposium* Express Call Center 4.2 uses a state-of-the-art architecture based upon a client-server configuration that distributes call routing and management capabilities among processors to make the best use of system resources. The Symposium Express Call Center inte-grates three key components .
Getting Help over the phone from a Nortel Solutions Center If you don't find the information you require on th e Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835).
Getting Help over the phone from a Nortel Solutions Center If you don't find the information you require on th e Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835).
Nortel IP 200x, 11xx, 12xx phones* – These phones use the Nortel proprietary UNIStim signaling protocol to communicate to the Nortel BCM50 IP PBX for call feature and routing support. These phones can be connected to a Nortel Ethernet switch (ES 470, ERS 5520, etc.)
Nortel BCM phones at one Nortel BCM IP PBX site to Nortel BCM phones at another Nortel BCM IP PBX site. If the customer
Perfusionists certified by the American Board of Cardiovascular Perfusion through December 31, 2021. LAST FIRST CITY STATE COUNTRY Al-Marhoun Sarah New Orleans LA Alouidor Benjamin Los Angeles CA Alpert Bettina P. Marlborough MA Alpha Debra Reynolds Zionville IN Alshi Hanin Nooraldin H. Jeddah MA Saudi Arabia
