Page 1 297-2183-930 Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 Product release 6.0 Standard 8.04 October 2007...
Page 3 The process of transmitting data and call messaging between the Meridian 1 PBX and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
Page 5: Table Of Contents
Creating script variables ........109 Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 6 Contents Checking variables for referencing scripts ......117 Changing script variable properties ....... 119 Copying script variables .
Page 7 Choosing the most efficient commands ......293 Section A: Basic IVR Scripting Guide for Communication Server 1000/Meridian 1 PBX Contents...
Page 8 Contents GIVE IVR ..........300 Section B: Voice session commands COLLECT DIGITS .
Page 9 URI ............451 Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 10 Contents Script expressions Overview........... . 454 Logical expressions.
Page 11 TOADDRESS..........639 Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 12 Contents Recommended scripts for Contact Center Multimedia....641 Filtering Real Time Display statistics for rescheduled contacts..660 Modifying the multimedia scripts.
Page 13: Getting Started
C h a p t e r 1 Getting started In this chapter New in this release Overview How to use this guide Skills you need Related documents How to get help Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 14: New In This Release
Getting started New in this release The following sections detail what is new in the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX (297-2183- 930) for release 8.04. “Features” on page 14 “Other changes” on page 15...
Page 15 The Open Queue feature affects the following sections: “Open Queue Intrinsics” on page 439 Other changes See the following sections for information about changes that are not feature- related. “Additional updates” on page 16 Scripting Guide for Communication Server 1000/Meridian 1 PBX Getting started...
Page 16 Getting started Additional updates Several intrinsics were changed to reflect the fact they now represent both voice and video. The number of call variables that can be defined is increased from 20 to 50. Standard 8.04 Contact Center Manager...
Page 17: Overview
October 2007 Overview The Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX provides an overview of the functions of contact center scripts and explains the scripting process. The guide describes how to plan the scripts used in your contact center...
Page 18: How To Use This Guide
Getting started How to use this guide This guide covers the following: understanding and planning your scripts scripting rules and conventions working with script variables creating and administering scripts working with basic and advanced script commands working with networking commands working with voice processing commands working with Host Data Exchange commands working with intrinsics...
Page 19 Use script related applications Use sample scripts Use scripting in Contact Center Multimedia Use scripting in SIP-enabled Contact Centers Scripting Guide for Communication Server 1000/Meridian 1 PBX Start here Chapter 2, “Understanding and planning your scripts.” Chapter 4, “Working with script variables.”...
Page 20: Skills You Need
This section describes the skills and knowledge you need to use this guide effectively. Nortel product knowledge Knowledge of, or experience with, the following Nortel products is helpful when you create scripts for Contact Center Manager: Contact Center Manager Communication Server 1000 or Meridian 1 PBX Unless otherwise specified, references in this guide to the Communication Server 1000 are applicable also to the Meridian 1 PBX switch.
Page 21: Related Documents
October 2007 Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to Planning and engineering guidelines, and server requirements Server requirements The Contact Center portfolio...
Page 22 Getting started For information about Refer to Scripting Administering contact centers Handling contacts Programming Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX Contact Center Manager Database...
Page 23: How To Get Help
Latest software Latest documentation Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
Page 24 Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
Page 25: Understanding And Planning Your Scripts
Understanding and planning your scripts In this chapter Overview Using scripts in your contact center How call routing and call treatment work Types of scripts Script building blocks Planning your scripts Scripting tools and procedures Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 26: Overview
Understanding and planning your scripts Overview A script is an application that contains instructions that determine the sequence of steps that a contact follows after the contact arrives at Contact Center Manager. These steps include call treatments (such as music or ringback), call routing (such as skill-based routing), or interaction with the caller.
Page 27: Using Scripts In Your Contact Center
When both conditions are met for all contact types, costs decrease and profits increase. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 28 Understanding and planning your scripts Occasionally, an incoming contact does not follow the path specified in the script; for example, if a voice contact is returned to the queue or is disconnected. Design scripts to prevent such situations or to deal with them if they do occur. You must consider unexpected conditions and use scripting tools to resolve them.
Page 29: How Call Routing And Call Treatment Work
Examples of call treatments provided to voice contacts include: music ringback tones silence recorded announcements (RAN) voice menu options the option to access automated information the expected wait time in a queue Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 30 Understanding and planning your scripts The process of call routing and providing call treatment When a contact enters Contact Center Manager, the contact starts running the master script. Typically, the master script routes contacts and provides treatments based on the incoming contact information. The master script directs the contact to primary scripts based on this information.
Page 31 If a contact is not queued to a skillset or to a specific agent when the contact reaches the end of the script, you can ensure that the contact is queued to a default skillset. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 32 Understanding and planning your scripts For example, for a voice contact, if the default skillset is out of service, you can inform the contact of this by using a recorded announcement (default RAN) or predefined message. After the announcement, the contact is queued to the default automatic call distribution directory number (ACD-DN) of the CDN.
Page 33: Types Of Scripts
This script is used as the master script for network contacts that return to the queue after they are forwarded between sites in a multisite contact center. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 34 Understanding and planning your scripts Subscripts for the network script do not generate call statistics; therefore, incoming call statistics are collected only from the Network_Script. You can use these statistics in reports to track and record information about each step in the progress of a call.
Page 35 (for example, the referenced script performs a function required by many other scripts). When this happens, the complicated structure is called a web, as shown in the following illustration. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 36 Understanding and planning your scripts Execute Script A Not OK Sample scripts Sample scripts are provided with Contact Center Manager Administration as text files. They help you create scripts for typical contact center situations. You can import or copy the contents of these scripts to help you create your own scripts.
Page 37 October 2007 For information about the sample scripts contained in these directories, see “Using sample scripts” on page 477. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 38: Script Building Blocks
Understanding and planning your scripts Script building blocks Scripts contain the instructions that tell Contact Center Manager how to process incoming contacts. These instructions consist of commands, scripting keywords and parameters (some of which are optional), and expressions. Commands Commands perform distinct functions. For example, scripts route a contact to a specific destination, play music or recorded announcements, or disconnect a contact.
Page 39 For information about variables, see “Working with script variables” on page 99. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 40 Understanding and planning your scripts Expressions Contact Center Manager uses expressions to create and compare data. To create custom calculations for comparing known facts with conditional situations, you can use mathematical expressions such as addition (+), subtraction (–), division (/), and multiplication (*); logical conjunctions such as AND, OR, and NOT; and comparisons such as less than (<), greater than (>), less than or equal to (<...
Page 41: Planning Your Scripts
After you determine the types of contacts entering your contact center, you can create skillsets that correspond to these contact types and assign agents to the skillsets. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts Define...
Page 42 Understanding and planning your scripts Understand skill-based routing The concept of matching qualified agents with related contact types is the basis for skill-based routing. You must be able to match the contact’s requirements with an agent who can meet the contact’s requirements. At the same time, you must be aware of when to provide treatments to contacts and how contact information is tracked.
Page 43 Media Application Server (MAS) Your contact center administrator has this information or, for information about setting up these resources, see the following documents: Nortel Contact Center Manager Administrator’s Guide Contact Center, Communication Server 1000/Meridian 1 and Voice Processing Guide Contact Center Manager Administration online help...
Page 44 Understanding and planning your scripts After the voice contact is queued to skillset A, the script performs conditional tests and treatments to the voice contact until it is answered. all skillsets out of service? Is the CLID in the VIP_list Special_Handling variable? there more...
Page 45 Each script includes many script elements common to all scripts. If you modify a script element that is common to all the scripts, you must edit and then reactivate each script. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 46 Understanding and planning your scripts As an efficient alternative, consider combining all common elements in one secondary script, and use multiple primary scripts to define unique call variables. For example, if your contact center receives three types of contacts—sales, service, and support—create three primary scripts and one common secondary script to handle these contact types.
Page 47 ASSIGN 4 TO delay_cv ASSIGN sales_sk TO skillset_cv ASSIGN sales_RAN_gv TO RAN_cv EXECUTE SCRIPT common Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts Master_Script WHERE CDN EQUALS VALUE 4162357001: EXECUTE SCRIPT sales_sk VALUE 4162357002: EXECUTE SCRIPT service_sk...
Page 48: Scripting Tools And Procedures
Understanding and planning your scripts Scripting tools and procedures This section describes the tools that you use to view, create, and edit scripts. This section also describes script states, validation, and activation. Viewing, creating, and editing scripts Use the following tools to view, create, and edit scripts: the Script Manager the Web Scripts Editor the Script Commands Reference...
Page 49 Script Command Reference, all parameters that you must replace are automatically inserted. Automatically inserting parameters into scripts can reduce errors. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 50 Understanding and planning your scripts For information about the building blocks of scripts (commands and expressions), see the following chapters: Chapter 4, “Working with script variables” Chapter 6, “Basic script commands” Chapter 7, “Advanced script commands” Chapter 11, “Intrinsics” Chapter 12, “Script expressions” Validation Options dialog box From the Web Scripts Editor, you can access the Validation Options dialog box.
Page 51 Disabling validation options From the Web Scripts Editor, choose View > Validation Options. Result: The Validation Options dialog box appears. Clear the check boxes as necessary. Click OK. Scripting Guide for Communication Server 1000/Meridian 1 PBX Understanding and planning your scripts...
Page 52 Understanding and planning your scripts Script states A script can have one of three states: Edited The script is created or edited, and saved, but not validated. Validated The script syntax is checked for errors, and the script is ready to be acti- vated.
Page 53 October 2007 Nortel recommends that you avoid activating scripts during busy contact center periods. To avoid having to reactivate the master script when you write test scripts, keep a test CDN and a test primary script activated at all times. Then, edit and change only the test primary script, not the master script.
Page 54 Understanding and planning your scripts Changing an activated script You can make changes to a script while it is activated. You can immediately activate the script with the changes, or you can save the script with a new name and not immediately put the changes into service. If you put the new version of the script into service immediately, contacts that are already in progress when the script is changed continue to be handled by the original version of the script.
Page 55: Scripting Rules And Conventions
Overview 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 Opening the scripting tool Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 56: Overview
Scripting rules and conventions Overview This chapter contains tips to help you plan how to write and organize your scripts. This chapter includes the following topics: “Script formatting conventions” on page 58 describes the formatting conventions. Follow these conventions so your scripts are easy to understand.
Page 57 Voice Prompt Editor for Meridian Mail and Application Builder for CallPilot. For more information about Voice Prompt Editor, see the Nortel Contact Center Manager Administrator’s Guide. For more information about Application Builder, see the CallPilot Application Builder Guide.
Page 58: Script Formatting Conventions
Scripting rules and conventions Script formatting conventions This section provides formatting conventions for writing scripts. To ensure that your scripts are easy to read and understand, follow a consistent format. Commands Type commands in uppercase letters. QUEUE TO SKILLSET service_sk Intrinsics Type intrinsics in uppercase letters.
Page 59 Variables Type variables in lowercase letters or in mixed case with the first letter in lowercase. GIVE RAN closed Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 60 Scripting rules and conventions GIVE RAN openHours Tip: To identify types of variables in your scripts, include information about the variable type in its name. For example, you can name a global variable for a greeting RAN greeting_ran_gv or you can name a call variable for caller-entered data call_data_cv.
Page 61 SECTION Night_Treatment GIVE RAN closed_ran_gv DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX Comments in your scripts must begin with an opening marker (/*) and end with a closing marker (*/). If you do not include both an opening and closing marker, the script does not validate.
Page 62 Scripting rules and conventions Basic script example The following example shows a voice script with all recommended formatting conventions applied. This example clearly distinguishes elements such as commands, variables, and skillsets. Write all your voice scripts in this manner. Example IF (DATE = holidays_gv) OR (DAY OF WEEK = weekend_gv) OR (TIME OF DAY = after_hours_gv)
Page 63: Script Naming Guidelines
Review the historical reports when you filter by the field ContactType in the Report Creation Wizard. Nortel recommends the following naming prefixes for non-voice scripts: OB_ for outbound EM_ for e-mail WC_ for Web communication...
Page 64 Scripting rules and conventions Standard 8.04 The administrator can sort the scripts alphabetically on the real-time displays. Contact Center Manager...
Page 65: Script Rules
ACD-DN configured for the CDN. (The call is not queued to the default skillset or RAN). Contact Center Manager logs an error to the alarm monitor and event browser. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 66 Scripting rules and conventions Call intrinsics rule Do not use any of the following call intrinsics in the network script or any of its subscripts. These intrinsics always return a value of False: CALL FORWARD CALL FORWARD BUSY CALL FORWARD NO ANSWER CALL FORWARD DO NOT DISTURB This rule applies only if you purchased the Network Skill-Based Routing option.
Page 67 This command must be closed with an END WHERE command. The DEFAULT clause of the command is optional; however, Nortel recommends you always use it. Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 68: General Scriptwriting Tips
When two scripts reference each other, either directly or indirectly through other scripts, they create a circular dependency. Contact Center Manager allows circular dependencies (except that a script cannot call itself directly), but Nortel strongly recommends that you do not use them. Circular dependencies may cause recursive looping, which can cause the task flow executor to cease functioning.
Page 69 Do not use the LOG command in the normal call processing path. New events overwrite old events in the log file. Events logged by this command can reduce the amount of historical data in the log file. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions Secondary...
Page 70 Contact priorities are set in the script, and agent priorities are set in agent-to-skillset assignments. If you use the WITH PRIORITY option, Nortel recommends that you queue the contacts to a backup skillset as well, or change the priorities of old contacts (using the AGE OF CALL/AGE OF CONTACT intrinsics), so they do not stay in the queue indefinitely.
Page 71 For more information about setting agent-to-skillset priorities, see the Nortel Contact Center Manager Administrator’s Guide and the Contact Center Manager Administration online Help. Check for the most likely conditions first If a script checks for multiple conditions, it is most efficient to check for the condition that is the most likely to occur first.
Page 72 Scripting rules and conventions Example In this example, 5555604 is called most often, followed by 5555610 and 5555612. WHERE DNIS EQUALS VALUE 5555604: QUEUE TO SKILLSET sales_sk WITH PRIORITY 3 VALUE 5555610: QUEUE TO SKILLSET sales_sk WITH PRIORITY 2 VALUE 5555612: QUEUE TO SKILLSET sales_sk WITH PRIORITY 1 DEFAULT: QUEUE TO SKILLSET sales_sk WITH PRIORITY 4 END WHERE Check whether skillsets are out of service...
Page 73 For example, you can create a variable named emergency and set its value to True. For an example of how you can use this variable in a script, see “Using sample scripts” on page 477. Scripting Guide for Communication Server 1000/Meridian 1 PBX EXECUTE DayClosed_Treatment QUEUE TO SKILLSET general_sk...
Page 74 Scripting rules and conventions In some emergency situations (for example, ones that require evacuation), you may not have time to change the value of the emergency variable before you leave the contact center. For these situations, use the following procedure. Creating an emergency skillset Create an emergency agent.
Page 75 SERVICE intrinsic to test the state of the skillset or use the LOGGED OUT AGENT intrinsic if you use the QUEUE TO AGENT command to queue the contact. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 76 Scripting rules and conventions Use the OUT OF SERVICE intrinsic rather than LOGGED AGENT COUNT to test a skillset state. The OUT OF SERVICE intrinsic handles the transition mode (when the skillset is going out of service, but some agents are still logged on). The LOGGED AGENT COUNT intrinsic does not handle the transition mode.
Page 77 It also checks whether the call is queued, and if not, it jumps to another section.*/ SECTION Check_Age WAIT 10 IF NOT QUEUED THEN Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 78 Scripting rules and conventions EXECUTE Help_Me_Now END IF IF (AGE OF CALL > 120) THEN EXECUTE Change_Priority END IF EXECUTE Check_Age SECTION Change_Priority CHANGE PRIORITY IN SKILLSET service_sk TO PRIORITY 2 WAIT 2 EXECUTE WaitLoop SECTION Help_Me_Now Use ranges Ranges for variables include all numbers in the range, including the start and end range values.
Page 79 Meaningful time comparisons include greater than or equal to (> =) or less than or equal to (< =) symbols. For example, given the following commands, IF (TIME OF DAY = 08:00) Scripting Guide for Communication Server 1000/Meridian 1 PBX GIVE RAN day_closed_ran_gv DISCONNECT...
Page 80 Scripting rules and conventions IF (TIME OF DAY > = 08:00) AND TIME OF DAY < 09:00) the first expression is true for 1 minute, and the second expression is true for 1 hour. A range is easier to read, as in this example: IF (TIME OF DAY = 08:00 ..
Page 81 ELSE WHERE DIALED DN EQUALS END WHERE END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX VALUE XXXXXXX: EXECUTE SCRIPT ScriptA VALUE XXXXXXX: EXECUTE SCRIPT ScriptB VALUE XXXXXXX: EXECUTE SCRIPT ScriptC DEFAULT: EXECUTE SCRIPT ScriptD Scripting rules and conventions...
Page 82 Scripting rules and conventions Use wild variables in the master script When you place a conditional statement to trigger an emergency state using READVAR and SAVEVAR commands in the master script as the first command block following the EVENT HANDLER command, the calls are rejected by Contact Center Manager and defaulted because the READVAR and SAVEVAR bock is an illegal first statement.
Page 83: Guidelines For Providing Feedback
If, at the end of 20 seconds, no agents are available, the caller hears the entire RAN agents_still_busy_ran_gv. The caller hears music again until the call is answered. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 84 Scripting rules and conventions Example voice contact script QUEUE TO SKILLSET general_sk WITH PRIORITY 3 WAIT 2 /* Check for idle agent*/ GIVE RAN agents_busy_ran_gv GIVE MUSIC local_station_gv WAIT 20 GIVE RAN agents_still_busy_ran_gv Default treatments If no other treatment is given for the following commands, ringback is automatically applied for voice contacts: QUEUE TO SKILLSET QUEUE TO AGENT...
Page 85: Give Ivr" On
For information about GIVE MUSIC in SIP-enabled contact centers, see “GIVE IVR” on page 677. For information about other commands in SIP-enabled contact centers, see “SIP Contact Center” on page 673. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 86: Scriptwriting Tips For Specific Commands
Scripting rules and conventions Scriptwriting tips for specific commands This section provides scriptwriting tips for specific commands. Make the GIVE IVR command interruptible If a voice contact is queued to a skillset, agent, or NACD, the GIVE IVR command must be interruptible. If the command is interruptible, an agent can stop the RAN and take the call.
Page 87: Script Example Using Formatting Conventions And Rules
/* Queue the call to the general skillset and give an announcement followed by music. */ QUEUE TO SKILLSET general_sk WITH PRIORITY 3 WAIT 6 GIVE RAN agents_busy_ran_gv GIVE MUSIC classical_music_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 88 Scripting rules and conventions /* This section of the script tests the age of the call every 20 seconds. If the call is in queue longer than 2 minutes, the script jumps to another section that increases the call’s priority in queue.
Page 89 /* This section of the script plays the closed announcement and disconnects the call. This only happens if both the general skillset and the backup skillset are out of service. */ SECTION Night_Treatment GIVE RAN closed_ran_gv DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 90: Opening The Scripting Tool
Logging on for the first time If you are logging on to Contact Center Manager for the first time after the system is installed, see the Nortel Contact Center Manager Administrator Guide. Otherwise, use the following procedure to log on to the system.
Page 91 ATTENTION Result: The Contact Center Manager Administration logon window appears. Scripting Guide for Communication Server 1000/Meridian 1 PBX For Contact Center Manager Administration Scripting to work correctly, ensure that pop-ups are allowed. If pop- ups are blocked, interference with scripting can occur.
Page 92 Scripting rules and conventions Enter your user name and password. Tip: If you do not know this information, contact your system administrator. Click Login. Result: The Contact Center Manager Administration Launchpad appears. Standard 8.04 Contact Center Manager...
Page 93 You can add Contact Center Manager Administration to your Favorites list in Internet Explorer, or you can create a shortcut to Contact Center Manager Administration on your desktop. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 94 Scripting rules and conventions Adding Contact Center Manager Administration to the Favorites list Open Contact Center Manager Administration in Internet Explorer. In Internet Explorer, select Favorites > Add to Favorites. Result: The following dialog box appears. Accept or change the name of the hyperlink. Click OK.
Page 95 After Contact Center Manager Administration is open in Internet Explorer, click the Address box. Result: The URL for Contact Center Manager Administration is selected. Right-click the URL and select Copy. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 96 Scripting rules and conventions On the server desktop, right-click the desktop, and select New > Shortcut. Result: The following dialog box appears. Right-click the Type the location of the item box, and click Paste. Result: The URL for Contact Center Manager Administration appears in the box.
Page 97 Type a name for the shortcut and click Finish. Result: The shortcut for Contact Center Manager Administration appears on the desktop. You can now access Contact Center Manager Administration by double-clicking the desktop icon. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting rules and conventions...
Page 98 Scripting rules and conventions Standard 8.04 Contact Center Manager...
Page 99: Working With Script Variables
In this chapter Overview Starting the Script Variables tool Types of variables Creating script variables Checking variables for referencing scripts Changing script variable properties Copying script variables Deleting script variables Printing script variables Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 100: Overview
Working with script variables Overview Before you create your Contact Center Manager scripts, create the variables you plan to use for your system. This chapter explains how to create and assign values to variables, how to change the values assigned to variables, and how to delete variables.
Page 101 Variables window, contacts that are already active in the Contact Center Manager system do not use the new value. Call variable values stay constant throughout the life of the contact. The new value takes effect for new contacts. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 102 Working with script variables You can create up to 50 call variables. If you attempt to create one more variable, you receive an error message. Call variables and blind transfer calls A blind transfer involves passing a call without notifying the recipient. It is also known as unsupervised transfer or cold transfer.
Page 103 Voice segment variables Voice segment variables can be set only as global variables—not call variables—and must also be defined with a set value. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 104: Starting The Script Variables Tool
Working with script variables Starting the Script Variables tool From Contact Center Manager Administration, use the Script Variables window to list the script variables on the system. From this window, you can create or delete a script variable. You can also access the Script Variable Properties window where you can change the values stored within the variable.
Page 105 Example: If you click the column heading Name, the grid is sorted with all script variable names (and corresponding script variable data) in ascending order. If you click the Name column heading again, the grid is sorted in descending order. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 106: Types Of Variables
Working with script variables Types of variables The following table lists the types of variables you can create. Class Data type allowed Item AGENT ID Item or set Yes BOOLEAN Item Item or set No CLID Item or set Yes CONTACT Item or set No TYPE...
Page 107 Item or set No PRIORITY Item Item ROUTE Item or set Yes NUMBER SECONDS Item Scripting Guide for Communication Server 1000/Meridian 1 PBX Leading zero allowed Valid value Monday to Sunday 1–31 1–32 digits (negative numbers are not allowed) 1–31 digits Number from –...
Page 108 Working with script variables Class Data type allowed SKILLSET Item or set No STRING Item TIME Item or set No TREATMENT Item VOICE Item SEGMENT WILDCLID Item or set No Leading zero allowed Valid value 1- to 30-character string (no spaces allowed) 1–80 characters 0:00 to 23:59...
Page 109: Creating Script Variables
Finally, if you plan to create voice segment variables, you must create all of the voice segments. If you are using Contact Center Voice Services on Meridian Mail, create the voice segments with the Voice Prompt Editor (refer to the Nortel Contact Center Manager Administrator’s Guide). If you are using Contact Center Voice Services on Messaging Server, create your voice segments with Application Builder (refer to the CallPilot Application Builder Guide).
Page 110 Working with script variables Tips: When possible, give variables generic names so you can reuse them in different scripts. To help you identify types of variables when you write and edit your scripts, include information about the variable type in its name. For example, name a global variable for a greeting RAN greeting_RAN_gv, or name a call variable for caller-entered data caller_data_cv.
Page 111 Comment: Type a description of the variable. For more information about global and call variables, see “What are global variables?” on page 100 and “What are call variables?” on page 101. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 112 Working with script variables Click the Attribute tab. Enter information in the following fields: Type: Select the data type of the variable. For more information, see “Types of variables” on page 106. Class (if applicable): Indicate whether the variable has a single value (Item) or a set of values (Set).
Page 113 Type is Day, Day of Month, or Month, or if there is a predefined list of values from which to choose. Click Submit. Result: The script variable is saved. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 114 Working with script variables Removing values from sets Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Variables. Result: The Script Variables window appears. Select the script variable from which you want to remove a value. For example, select the Agent_ID variable.
Page 115 Result: The Script Variable Properties property sheet appears. On the Attribute tab, click the button beside the value you want to remove. Result: The value is highlighted. Click Remove. Result: The selected value is removed. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 116 Working with script variables Click Submit. Result: The script variable is saved. Standard 8.04 Contact Center Manager...
Page 117: Checking Variables For Referencing Scripts
Expand the system tree. Click the appropriate server. Click Script Variables. Result: The Script Variables window appears. In the left pane, select the script variable that you want to check. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 118 Working with script variables In the right pane, click Script Variable Properties. Result: The Script Variable Properties property sheet appears. Tip: The Referencing Scripts section lists the names of scripts that reference this variable. If any activated scripts appear in the list, take one of the following actions: a.
Page 119: Changing Script Variable Properties
Changing variable properties Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Variables. Result: The Script Variables window appears. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 120 Working with script variables Select a script variable that you want to change. Click Script Variable Properties to expand the Script Variable Properties property sheet. Result: The Script Variable Properties property sheet appears. Change information in the following fields as necessary: Comment: Change the description of the variable.
Page 121: Copying Script Variables
Follow this procedure to copy the properties of a script variable to create a new script variable. Copying variables Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Variables. Result: The Script Variables window appears. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 122 Working with script variables Right-click the script variable that you want to copy, and select Copy. Result: The script variable is copied. The script variable properties are reset, so you can add new data to the copied variable. In the right pane, minimize Script Variables. Standard 8.04 Contact Center Manager...
Page 123 October 2007 Maximize Script Variable Properties. In the Name box, type the name of the variable. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 124 Working with script variables Click the Attribute tab. Result: The Attribute tab appears with the values from the original variable. Change the values as required. Standard 8.04 Contact Center Manager...
Page 125 October 2007 Click Submit. Result: The copied variable is saved. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 126 Working with script variables To copy variables from the Script Variables grid You can copy script variables from the Script Variables grid in the right pane of the Scripting window. Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Variables.
Page 127 Select Copy. Result: The script variable is copied. The script variable properties are reset so you can add new data to the copied variable. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 128: Deleting Script Variables
Working with script variables Deleting script variables Follow this procedure to remove a script variable from the system. You cannot delete a script variable if it is referenced by any active scripts. For more information, see “Checking variables for referencing scripts” on page 117. Deleting variables Open the Scripting window.
Page 129 October 2007 Select Delete. Result: The Confirm Delete message box appears. Click Yes to confirm that you want to delete the variable. Result: The variable is deleted. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 130 Working with script variables Deleting variables from the Script Variables grid You can delete script variables from the Script Variables grid in the right pane of the Scripting window. Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Variables.
Page 131: Printing Script Variables
Click Script Variables. Result: The Script Variables window appears. Right-click the Script Variables tree value. Select Print Preview. Result: The Crystal Reports viewer appears displaying all script variables. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 132 Working with script variables Select the Export Report icon. Result: The Export Report dialog box appears. Standard 8.04 Contact Center Manager...
Page 133 In the File name box, type a file name. Tip: Click Browse to select the path for the export file. Click OK. Result: The script variables are exported to the file. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 134 Working with script variables Printing script variables to file from the Script Variables grid You can print script variables to file from the Script Variables grid in the right pane of the Scripting window. Open the Scripting window. Expand the system tree. Click the appropriate server.
Page 135 Click Script Variables. Result: The Script Variables window appears. Right-click the Script Variables tree value. Select Print Preview. Result: The Crystal Reports viewer appears displaying all script variables. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 136 Working with script variables Select the Print Report icon. Result: The Print Report dialog box appears. In the Select Printer section, all printers mapped to your local computer are displayed. Standard 8.04 Contact Center Manager...
Page 137 Click Script Variables. Result: The Script Variables window appears. From the Script Variables grid, select the row of the script variable you want to print, and right-click the row. Scripting Guide for Communication Server 1000/Meridian 1 PBX Working with script variables...
Page 138 Working with script variables Select Print. Result: The script variable is be sent to the default printer that is mapped to your local computer. Tip: To see the script variable before printing, choose Print Preview. This opens the Crystal Reports viewer. From here, can you proceed with printing.
Page 139: Creating And Administering Scripts
C h a p t e r 5 Creating and administering scripts In this chapter Overview Section A: Creating and editing scripts Section B: Importing and exporting scripts Section C: Administering scripts Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 140: Overview
Creating and administering scripts Overview This chapter provides details about how to create, import, export, and administer scripts in the Contact Center Manager Administration scripting environment. Section A, “Creating and editing scripts,” explains how to: create a new script use the Web Scripts Editor to edit an existing script add script elements to scripts save your script open Web Scripts Editor in a new window...
Page 141: Section A: Creating And Editing Scripts
Creating new scripts Editing scripts Adding script elements to scripts Saving changes to scripts Opening Web Scripts Editor in a new window Using text find and replace Using character count Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 142: Creating New Scripts
Creating new scripts Before you begin Before you begin to create scripts, Nortel strongly recommends that you carefully read “Getting started” on page 13. This chapter lists the system resources that must be set up before you can use your scripts. Chapter one also describes the script planning process.
Page 143 The right pane shows the line numbers and text of the currently selected script. The bottom section of the window shows errors that occurred during validation of the selected script. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 144 Creating and administering scripts In the right pane, enter the text of the new script. You can add items such as commands, variables, and intrinsics manually, or you can use the Script Command Reference panel. For more information, see “Adding script elements to scripts”...
Page 145 The use of prefixes to indicate contact type is optional. However, if the prefixes are not used, all application statistics in historical reporting are considered voice statistics if they are filtered by the variable ContactType in the Report Creation Wizard. Nortel recommends the following naming prefixes for contact type: OB_ for outbound...
Page 146 Creating and administering scripts Maximizing the Web Scripts Editor working area In the Web Scripts Editor window, click the Close Tree arrow. Result: The tree view closes. Standard 8.04 Contact Center Manager...
Page 147 October 2007 Click the Close Bottom arrow. Result: The bottom of the Web Scripts Editor closes. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 148 Creating and administering scripts From the Web Scripts Editor menu, click View > On/Off Toolbar. Result: The toolbar closes. The Web Scripts Editor is now maximized. Standard 8.04 Contact Center Manager...
Page 149 Tip: To show the hidden screen components, expand the Open Tree arrow and the Open Bottom button. Click View > On/Off Toolbar to show the Web Scripts Editor toolbar. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 150: Editing Scripts
Creating and administering scripts Editing scripts Use the following procedures to edit existing scripts. Editing a script Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Manager. Result: The Script Manager appears in the right pane of the Scripting window.
Page 151 Command Reference panel, see “Adding script elements to scripts,” on page 152. Tip: Nortel recommends that you do not change scripts directly in the Web Scripts Editor. Instead, copy the text of the script, paste it into Notepad, and make your changes in Notepad to prevents loss of data should an error occur on the server before you can save your changes.
Page 152: Adding Script Elements To Scripts
Creating and administering scripts Adding script elements to scripts Use the Script Command pane to add commands, intrinsics, variables, events, operators, and other elements to your script. In the Script Command pane, all parameters that you must replace are automatically inserted to help to reduce errors in your scripts. Script elements You can insert all of the following types of script elements from the Script Command pane.
Page 153 Tip: Open the master script to see a view of all referenced scripts. Position the cursor at the point where you want to insert the element. At the bottom of the left pane, click the Script Commands tab. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 154 Creating and administering scripts Click the folder for the element type that you want to use. In this example, the user selected the Commands folder. Result: The folder expands to show the various elements of the basic commands. Click the type of element that you want to insert. Example: In this example, the user is adding the CHANGE PRIORITY IN AGENT command.
Page 155 October 2007 Repeat steps 6 to 11 for each element that you want to insert. Choose File > Save to save your changes. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 156: Saving Changes To Scripts
Creating and administering scripts Saving changes to scripts You can make changes to a script while it is activated. You can then choose to activate the script with the changes immediately, or you can save the script without immediately implementing the changes. There are two ways to save a script that is currently activated: If you want to put the script into service immediately after making changes, activate the script.
Page 157 October 2007 For an active script: To apply changes to an active script, choose File > Activate, and click OK to confirm that you want to save the script. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 158: Opening Web Scripts Editor In A New Window
Creating and administering scripts Opening Web Scripts Editor in a new window You can open the Script Manager, the Script Variables window, and the Web Scripts Editor as new browser windows in the same session. You can open the Web Scripts Editor for many scripts so you can work on more than one script at a time.
Page 159 Right-click Script Manager, and click Open in New Window. Result: A new Script Manager appears in a new browser window. In the Script Manager grid, select the required scripts. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 160 Creating and administering scripts In the Script Manager grid, right-click the highlighted script, and click Open. Result: The Web Scripts Editor appears in a new browser window and displays the script. Standard 8.04 Contact Center Manager...
Page 161 From the Scripting window, click the Script Variables tree item. Result: The Script Variables window appears in the right pane. Tip: The Script Manager, Script Variables, and Web Scripts Editor all appear in separate browser windows. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 162: Using Text Find And Replace
Creating and administering scripts Using text find and replace In the Web Scripts Editor, you can find text elements in scripts and, if required, replace script text. The search can be case-sensitive and non-case-sensitive with multiple word search and the ability to search forward and backward through the script. Using text find From the Script Manager, select and open a script.
Page 163 In the Find what box, enter a value. In the Replace with box, enter a value. Click Find Next to search for the Find what value in the script text. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 164 Creating and administering scripts Click Replace to replace the Find what text with the Replace with text. Tip: To replace all of the found Find what values with the Replace with value, click Replace All. Standard 8.04 Contact Center Manager...
Page 165: Using Character Count
From the Script Manager, select and open a script. Result: The Web Scripts Editor appears with the selected script. Select View > Character Count. Result: The Character Count message box appears. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 166 Creating and administering scripts Standard 8.04 Contact Center Manager...
Page 167: Section B: Importing And Exporting Scripts
October 2007 Section B: Importing and exporting In this section Importing scripts into Contact Center Manager Exporting scripts to a remote location Scripting Guide for Communication Server 1000/Meridian 1 PBX scripts Creating and administering scripts...
Page 168: Importing Scripts Into Contact Center Manager
Creating and administering scripts Importing scripts into Contact Center Manager Import command Use the Import command to copy an existing script from your local hard drive, a network drive, or a floppy disk into the current script. This command adds the text of the imported script to text in the current script.
Page 169: Creating Script Variables" On
Variables are not imported with the script. You must define the variables on your system. For details, see “Creating script variables” on page 109. Choose File > Save to save your changes. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 170: Exporting Scripts To A Remote Location
Creating and administering scripts Exporting scripts to a remote location Export command The Export command writes the currently opened script to a file on your local hard drive with the file extension .s. ATTENTION Exporting a script to a new file Open the Scripting window.
Page 171 Click Script Manager. Result: The Script Manager appears in the right pane of the Scripting window. Double-click the file that you want to export. Result: The Web Scripts Editor appears. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 172 Creating and administering scripts Choose File > Export. Result: A dialog box appears prompting you for the location to which you want to export the script. In the File name box, type the name of the new script file. Click Save. Result: A copy of the script is placed in the location you specified.
Page 173 Open the Scripting window. Expand the system tree. Click the appropriate server. Click Script Manager. Result: The Script Manager appears in the right pane of the Scripting window. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 174 Creating and administering scripts In the Script Manager grid, double-click a script to export. Result: The Web Scripts Editor appears displaying the selected script. Choose File > Export All. Result: A Save As dialog box appears. You can select the file location for the scripts.
Page 175: Section C: Administering Scripts
October 2007 Section C: Administering scripts In this section Validating scripts Activating and deactivating scripts Deactivating scripts with circular dependencies Renaming scripts Deleting scripts Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 176: Validating Scripts
Creating and administering scripts Validating scripts Follow the procedure in this section to validate a script. If you want to save a script without validating it (for example, you plan to continue working on it later), see “Saving changes to scripts” on page 156. You can save a script without validating it.
Page 177 October 2007 Click Script Manager. Result: The Script Manager appears in the right pane of the Scripting window. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 178 Creating and administering scripts Double-click the script file that you want to validate. Tip: You can also import a script to validate. Result: The Web Scripts Editor appears. Choose Edit > Validate. Click Yes to begin the validation process. Result: If you did not save this script, the system prompts you to save it now.
Page 179 For information about the errors and what they mean, see “Validation errors” on page 563. Continue to correct the errors and revalidate the script until no further errors appear. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 180 Creating and administering scripts Example This example demonstrates how to interpret script error messages. If you try to validate the following section of script text, IF (DAY OF WEEK = business_days_gv) AND (TIME OF DAY = night_hours_gv) THEN QUEUE TO SKILLSET english_sales_sk GIVE elevator_music_gv the following errors appear: Operation Failed: Failed to validate script.
Page 181 If you validate the script again, the request is successful—no errors occur. For a complete list of validation errors and what they mean, see “Validation errors” on page 563. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 182: Activating And Deactivating Scripts
Creating and administering scripts Activating and deactivating scripts Perform the procedures in this section to activate or deactivate your scripts. What is an activated script? An activated script is a script that is processing calls or that is in an active state, ready to process calls.
Page 183 You cannot deactivate the master script or the network script. However, you can change the contents and activate the new version. Activating scripts Open the Scripting window. Expand the system tree in the Scripting window. Click the appropriate server. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 184 If a script is activated but is not referenced by the master script (directly, or indirectly through other scripts), it does not process calls. Nortel recommends that you do not activate scripts during busy contact center periods. To avoid having to reactivate the master script when you write test scripts, keep a test CDN and a test primary script activated at all times.
Page 185 You cannot deactivate a script if it is referenced by another active script. You must first either deactivate the referencing script or remove the reference. To deactivate scripts with circular dependencies, see “Deactivating scripts with circular dependencies” on page 186. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 186: Deactivating Scripts With Circular Dependencies
Creating and administering scripts Deactivating scripts with circular dependencies This section provides a procedure to deactivate scripts with circular dependencies by first breaking the dependencies. What are circular dependencies? When two scripts reference each other (directly or indirectly through other scripts), they have a circular dependency.
Page 187 Deactivate each script that is no longer referenced by the script in step 5. When calls are still active in the system, wait until active calls are complete before you deactivate the referenced scripts. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 188: Renaming Scripts
Creating and administering scripts Renaming scripts You can rename a script in either the Script Manager or the Web Scripts Editor. Contact Center Manager does not create a copy of the existing script with the old name. Ensure that you meet the following requirements when you rename a script: Deactivate the script.
Page 189 Tip: The new name you assign to the script must be unique. You cannot enter the name of an existing script. For further information about naming scripts, see “Naming guidelines” on page 145. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 190: Deleting Scripts
Creating and administering scripts Deleting scripts Follow the procedure in this section to remove a script from the system. Before you begin Ensure that the script is deactivated before you remove it from the system. For more information, see “Activating and deactivating scripts” on page 182. Deleting scripts Open the Scripting window.
Page 191 Removing references and deleting scripts You may not be able to remove references and delete scripts if you modify the master script during a period of heavy traffic. Scripting Guide for Communication Server 1000/Meridian 1 PBX Creating and administering scripts...
Page 192 Creating and administering scripts Standard 8.04 Contact Center Manager...
Page 193: Basic Script Commands
C h a p t e r 6 Basic script commands In this chapter Overview Section A: Basic general commands Section B: Basic contact processing commands Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 194: Overview
Basic script commands Overview This chapter describes the basic script commands to which all Contact Center Manager systems have access. This chapter shows how to write the commands in your scripts (script syntax) and the parameters and optional segments that make up the commands.
Page 195: Section A: Basic General Commands
October 2007 Section A: Basic general commands In this section ASSIGN TO EXECUTE EXECUTE SCRIPT IF-THEN-END IF IF-THEN-ELSE-END IF QUIT SECTION WAIT Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 196: Assign To
Basic script commands ASSIGN TO Use the ASSIGN TO command in your scripts to assign values to call variables. For more information about call variables, see “Working with script variables” on page 99. Syntax change The syntax of the ASSIGN TO command is different from previous product releases.
Page 197 ASSIGN 0 TO counter_cv SECTION Loop WAIT 30 GIVE RAN all_agents_busy_ran_gv IF (counter_cv = 3) THEN EXECUTE SCRIPT Finished END IF ASSIGN counter_cv + 1 TO counter_cv EXECUTE Loop Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 198: Execute
Basic script commands EXECUTE Use the EXECUTE command to branch to a section in the same script. After the specific section executes, the script continues executing to the end of the script or until it encounters a QUIT command. The script does not return to the section of the script from which it was executed.
Page 199: Execute Script
IF (DAY OF WEEK = business_days_gv) AND (TIME OF DAY = business_hours_gv) THEN EXECUTE SCRIPT Script_C END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX <Script_Name> The name of the script that you want to run. Basic script commands...
Page 200: If-Then-End If
Basic script commands IF-THEN-END IF Use the IF-THEN-END IF command in conditional situations. If the specified condition is met, the THEN statements are executed. Otherwise, the script skips to the next command. An IF-THEN-END IF command can have multiple statements between THEN and END IF.
Page 201: If-Then-Else-End If
3 and the caller hears a different announcement. IF (CLID = 9058633123) THEN QUEUE TO SKILLSET customer_service_sk WITH PRIORITY 1 WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX THEN <statement1> The condition for which you want the script to test.
Page 202 Basic script commands GIVE RAN special_ran_gv /* Special Greeting */ ELSE QUEUE TO SKILLSET customer_service_sk WITH PRIORITY 3 WAIT 2 GIVE RAN alternate_ran_gv END IF GIVE MUSIC classical_music_gv Example 2 The following example shows how you can use an IF-THEN-END IF command within an IF-THEN-ELSE-END IF command.
Page 203: Quit
QUIT ends only the script execution, not call processing. Restriction The QUIT command cannot be the first command in a script. Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 204 Basic script commands Example In this example, the script checks whether the customer service skillset is out of service. If the skillset is out of service, the script jumps to the closed section. Otherwise, the script continues to queue the call to customer service with a priority of 1.
Page 205 SECTION Wait_Loop WAIT wait_delay_gv IF NOT QUEUED THEN EXECUTE Requeue_Call END IF GIVE RAN please_wait_ran_gv EXECUTE Wait_Loop SECTION Requeue_Call /* script continues here */ Scripting Guide for Communication Server 1000/Meridian 1 PBX The name of the section. Basic script commands...
Page 206: Wait
Use the WAIT command to suspend a script for a period before executing the next script command. Nortel recommends that you run a WAIT command of at least 2 seconds after queuing a call to a skillset or to an agent. The 2-second pause provides time for the call to be answered by the agent before the command is executed.
Page 207 Report shows an Average Delay of at least 6 to 8 seconds, depending on the timing queue, and the Skillset Report shows 0 to 2 seconds. Nortel recommends that you qualify the GIVE RINGBACK command as shown in the following script so that only transferred calls are affected by the WAIT statement—new calls are not affected.
Page 208 Basic script commands IF TRANSFERRED THEN GIVE RINGBACK WAIT 6 END IF IF CND = test_cdn THEN EXECUTE Sales_App END IF Standard 8.04 Contact Center Manager...
Page 209: Section B: Basic Contact Processing Commands
CHANGE PRIORITY IN SKILLSET DISCONNECT GIVE BUSY GIVE MUSIC GIVE OVERFLOW GIVE RAN GIVE RINGBACK GIVE SILENCE QUEUE TO AGENT QUEUE TO SKILLSET REMOVE FROM AGENT REMOVE FROM SKILLSET ROUTE CALL Scripting Guide for Communication Server 1000/Meridian 1 PBX commands Basic script commands...
Page 210: Change Priority In Agent
Basic script commands CHANGE PRIORITY IN AGENT Use the CHANGE PRIORITY IN AGENT command to change the priority of a call that is queued to a specified agent. You can use the CHANGE PRIORITY IN AGENT command to change the priority of a call in an agent’s queue only when the call was queued by the QUEUE TO AGENT command.
Page 211 IF (AGE OF CALL > 120) THEN EXECUTE Too_Long ELSE IF (AGE OF CALL > 60) THEN ELSE Scripting Guide for Communication Server 1000/Meridian 1 PBX IF (priority_cv <> 1) THEN ASSIGN 1 TO priority_cv CHANGE PRIORITY IN AGENT agent_1 TO PRIORITY priority_cv END IF IF (AGE OF CALL >...
Page 212 Basic script commands END IF END IF EXECUTE Check_Age Multimedia example In this example, a contact is queued to an agent variable named contact_agent_cv (representing an agent named Joe Smith) with a priority of 5 when the contact first arrives into the contact center. After 120 seconds, if the call is unanswered, the priority of the contact is increased to 2.
Page 213 October 2007 END IF END IF EXECUTE Check_Age Scripting Guide for Communication Server 1000/Meridian 1 PBX IF (contact_priority_cv <> 2) THEN ASSIGN 2 TO contact_priority_cv CHANGE PRIORITY IN AGENT contact_agent_cv TO PRIORITY contact_priority_cv END IF END IF Basic script commands...
Page 214: Change Priority In Skillset
Basic script commands CHANGE PRIORITY IN SKILLSET Use the CHANGE PRIORITY IN SKILLSET command to change the priority of a call in a skillset to which it is queued. The priority of the call is changed in all skillsets listed in the command. Changing skillset priorities applies only to local skillsets.
Page 215 QUEUE TO SKILLSET sales_sk WAIT 2 IF (POSITION IN QUEUE sales_sk > 5) AND (PRIORITY IN QUEUE sales_sk <> 1) THEN CHANGE PRIORITY IN SKILLSET sales_sk TO PRIORITY 1 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 216: Disconnect
Contact Center Multimedia to immediately resubmit the contact to the script. Nortel recommends that you keep the contact in the script instead of disconnecting the contact and repeating the task of presenting the multimedia contact to the script several times.
Page 217: Give Busy
Manager, which means that if an error condition occurs on the switch (cannot give the tone to the call, for example), the call is returned to the queue so that it can be further treated by the system. Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 218 Basic script commands Nortel highly recommends that you use the CONTROLLED keyword with this command. Restrictions This command applies to voice contacts only. Do not use this command in the network script (if you purchased the NSBR feature). Example GIVE BUSY CONTROLLED...
Page 219: Give Music
GIVE MUSIC command. For information about these commands in SIP-enabled contact centers, see “SIP Contact Center” on page 673. Scripting Guide for Communication Server 1000/Meridian 1 PBX The music route that contains the music you want to play Basic script commands...
Page 220 Basic script commands WAIT command Use a WAIT command immediately after the GIVE MUSIC command to control the duration of the music. If a call is given music followed by a GIVE RAN command, the music resumes after the RAN is finished. For information about the GIVE RAN command in SIP-enabled contact centers, see “SIP Contact Center”...
Page 221: Give Overflow
For more information about commands that automatically generate a ringback treatment, see “Default treatments” on page 84. Script syntax GIVE OVERFLOW {CONTROLLED} Optional The CONTROLLED keyword is optional in this command. Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 222 Basic script commands CONTROLLED keyword By default, after this command is executed, the call is no longer under the control of Contact Center Manager. However, if you use the CONTROLLED keyword, the call remains in the control of Contact Center Manager. Using the CONTROLLED keyword means that if an error condition occurs on the switch (cannot give the tone to the user, for example), the call is returned to the queue so that it can be further treated by the system.
Page 223: Give Ran
The GIVE CONTROLLED BROADCAST feature is not supported on a CS 1000E platform. For more information, see Nortel Product Bulletin P-2006-0312_Global. Script syntax GIVE RAN <ran_route>...
Page 224 Basic script commands Restrictions This command applies to voice contacts only. Do not insert the GIVE BUSY or GIVE OVERFLOW command immediately after the GIVE RAN command. Automatic ringback If the GIVE RAN command is the first treatment in the script, and there is a delay before the RAN is available, then the call hears ringback until the announcement plays.
Page 225: Give Ringback
“SIP Contact Center” on page 673. Script syntax GIVE RINGBACK Restrictions This command applies to voice contacts only. Do not insert the GIVE BUSY or GIVE OVERFLOW command immediately after the GIVE RINGBACK command. Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 226 Basic script commands Example In this example, the user hears a ringback tone if the call is transferred. IF TRANSFERRED THEN GIVE RINGBACK WAIT 6 /* Allows time for the transferring party to complete the transfer */ END IF Standard 8.04 Contact Center Manager...
Page 227: Give Silence
ACD-DN of the CDN as described in “First command rule” on page 65. Script syntax GIVE SILENCE Restriction This command applies to voice contacts only. Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 228 Basic script commands Example In this example, calls are queued to the service skillset. The user hears music for 30 seconds and a recorded announcement states that the agents are busy. The GIVE SILENCE command prevents the music from resuming after the recorded announcement.
Page 229: Queue To Agent
<priority> The priority with which you want the call queued to the specified agent. <skillset> or <skillset_list> The skillset, or list of skillsets, from which the longest idle agent is taken. Scripting Guide for Communication Server 1000/Meridian 1 PBX [<agent_id> | <agent_id_list>] <priority>} Basic script commands {WITH PRIORITY <skillset>...
Page 230 Basic script commands Restrictions This command applies to all voice and multimedia contacts. Do not insert the GIVE BUSY or GIVE OVERFLOW command immediately after the QUEUE TO AGENT command. Use a WAIT command with at least 2 seconds after a QUEUE TO AGENT command.
Page 231 IF (IDLE AGENT COUNT sales_sk > 0) AND (IDLE AGENT COUNT service_sk > 0) THEN QUEUE TO AGENT LONGEST IDLE AGENT sales_sk, service_sk WAIT 2 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 232: Queue To Skillset
Basic script commands QUEUE TO SKILLSET Use the QUEUE TO SKILLSET command to queue calls locally at the Contact Center Manager site. Local calls can be queued against local and network skillsets, provided that local agents are assigned to the network skillsets. Locally queued calls can only be answered by local agents.
Page 233 Longest total time in Idle state since login The amount of idle time since the agent logged on. The system does not reset this setting for the entire duration of the agent’s logon session. Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 234 Basic script commands Longest time in Idle state since the last status change The amount of idle time since the last status change for the particular agent. The system resets the idle time for the following status changes: Not Ready Logging out Answering, initiating, or restoring a DN call Programming CFW or speed call lists...
Page 235 Otherwise, it is queued to the support skillset. IF (IDLE AGENT COUNT service_sk > IDLE AGENT COUNT support_sk) THEN QUEUE TO SKILLSET service_sk ELSE Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 236 Basic script commands QUEUE TO SKILLSET support_sk END IF WAIT 2 /*Allow time for the call to be queued*/ Standard 8.04 Contact Center Manager...
Page 237: Remove From Agent
QUEUE TO agent_2 WITH PRIORITY 2 WAIT 2 SECTION Check_Age Scripting Guide for Communication Server 1000/Meridian 1 PBX [<agent_ID> | <agent_ID_list>] <agent_ID_list> The ID of the agent from which you want Basic script commands...
Page 238 Basic script commands WAIT 20 GIVE RAN agent_busy_ran_gv IF (AGE OF CALL > 60) THEN REMOVE FROM AGENT agent_2 WAIT 2 /* avoid race condition */ QUEUE TO SKILLSET sales_sk WITH PRIORITY 1 WAIT 2 EXECUTE WaitLoop END IF EXECUTE Check_Age Standard 8.04 Contact Center Manager...
Page 239: Remove From Skillset
SECTION Check_Age WAIT 20 IF (AGE OF CALL > 60) THEN IF (IDLE AGENT COUNT service_sk >= 1) THEN Scripting Guide for Communication Server 1000/Meridian 1 PBX <skillset> | <list_of_skillsets>] The skillset, or list of skillsets, from <list_of_skillsets> REMOVE FROM SKILLSET sales_sk...
Page 240 Basic script commands END IF END IF GIVE RAN agents_busy_ran_gv EXECUTE Check_Age SECTION Continue_Requeued QUEUE TO SKILLSET service_sk WAIT 2 EXECUTE Continue_Requeued Standard 8.04 Contact Center Manager...
Page 241: Route Call
Default DN If you specify the default DN, the call is sent to the default ACD-DN configured on the switch for the CDN from which the call entered the system. Scripting Guide for Communication Server 1000/Meridian 1 PBX DEFAULT DN] CONTROLLED} <dn>...
Page 242 Basic script commands CONTROLLED keyword By default, after a call is routed, it is no longer under the control of Contact Center Manager. However, if you use the CONTROLLED keyword, the call remains in the control of Contact Center Manager. If an error occurs, such as an invalid or busy destination, the call is returned to the queue so that it can be further treated by the system.
Page 243 /*If the call is routed successfully, then this is the end of this script. */ /* This section is reached only if the controlled route call fails. */ GIVE RAN sorry_not_possible_ran_gv DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX Basic script commands...
Page 244 Basic script commands Standard 8.04 Contact Center Manager...
Page 245: Advanced Script Commands
C h a p t e r 7 Advanced script commands In this chapter Overview EVENT HANDLER READVAR and SAVEVAR WHERE-EQUALS Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 246: Overview
Overview This chapter describes the advanced script commands that you can use if you purchased the Nortel Contact Center Manager application software package. This chapter shows how to write the commands in your scripts (script syntax) and the parameters and optional segments that make up the commands.
Page 247: Event Handler
The script continues to monitor the call after it is answered by an agent. If the agent puts the call on hold, for example, the Event Handler can play music to the caller. Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands...
Page 248 Advanced script commands First command The Event Handler, if included in a script, must be the first command in the script. Script syntax EVENT HANDLER EVENT <event_a>: <statements> EVENT <event_b>: <statements> EVENT <event_c>: <statements> END HANDLER Restriction This command applies to voice contacts only. Parameters Enter information for the following parameters: <event_a>, <event_b>, <event_c>...
Page 249 If you must determine which commands failed, you can use a call variable. Set the variable to a specific value before each treatment command, and then test this value in the Event Handler to determine which commands failed. Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands...
Page 250 Advanced script commands Restrictions for unsolicited events Use only the following commands under the Call On Hold event: GIVE MUSIC IF-THEN-END-IF IF-THEN-ELSE-END-IF QUIT WAIT SEND INFO Use only the following commands with the Call Abandon event: IF-THEN-END-IF IF-THEN-ELSE-END-IF QUIT WAIT SEND INFO Restrictions for failed responses You can use all commands with the Response Broadcast Fail, IVR Response...
Page 251 Event Handler processes a response fail event. However, the unsolicited events ON HOLD and Call Abandon are accepted and processed if they occur when the Event Handler processes a response fail event. Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands "...
Page 252: Log
For more information about the Event Browser, see the Nortel Contact Center Manager Administrator’s Guide. By default, messages are logged to the Event Browser with the severity level of information.
Page 253 EVENT HANDLER EVENT CALL ON HOLD: GIVE MUSIC pop_music_gv EVENT RAN RESPONSE FAIL: LOG END HANDLER Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands The text of the message entry as you want it to " RAN failed in Master...
Page 254: Readvar And Savevar
Advanced script commands READVAR and SAVEVAR Use the READVAR and SAVEVAR commands to enable a call to change the value of a variable and pass the updated value to other calls. READVAR READVAR uses an existing integer call variable as a parameter, and then reads the current value of the call variable from the Wild Variable table.
Page 255 IF wv_survey_cv < 10 THEN ASSIGN wv_survey_cv +1 TO wv_survey_cv ELSE ASSIGN 0 TO wv_survey_cv END IF SAVEVAR IF wv_survey_cv = 0 THEN ROUTE CALL survey_dn ELSE QUEUE TO SKILLSET Sales WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands...
Page 256 Advanced script commands END IF Example 2 This example illustrates simple load sharing across a network by routing alternate calls to a network skillset. The first call queues locally. The next call queues to the network, the third call queues locally, and so on. READVAR wv_alternate_cv IF wv_alternate_cv = 1 THEN ASSIGN 0 TO wv_alternate_cv...
Page 257 READVAR wild2_wv IF wild2_wv = 0 THEN ELSE Scripting Guide for Communication Server 1000/Meridian 1 PBX ASSIGN 1 TO wild2_wv /* emergency is activated */ ASSIGN 0 TO wild2_wv /* emergency is deactivated */ ASSIGN 1 TO wild2_wv /* emergency is activated */...
Page 258 Advanced script commands END IF SAVEVAR END IF /* All incoming calls hit this portion of the script to check the variable state */ READVAR wild2_wv SAVEVAR IF wild2_wv = 1 THEN /* If emergency state is enabled */ GIVE RAN emerg_ran DISCONNECT END IF /* Tests the assign statement which overwrites the value of the...
Page 259 /* call are only be given ran every third time around the loop */ IF wild2_wv < 3 THEN ASSIGN wild2_cv + 1 TO wild2_wv ELSE GIVE RAN second_ran ASSIGN 0 TO wild2_wv END IF EXECUTE WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands...
Page 260: Where-Equals
Advanced script commands WHERE-EQUALS Use the WHERE-EQUALS command to test for a condition that can have more than one result. You can use this command, for example, to replace several IF- THEN-ELSE commands that check for the same condition. The parameter value_expr (the condition for which you are testing) is evaluated first, and then different statements are executed, depending on the value of the parameter.
Page 261 Limitations The number of value clauses is unlimited; however, for effective script execution, Nortel recommends that you do not use more than 50 value clauses, and that you break value clauses into groups where possible. Example This example demonstrates how to break value clauses into groups.
Page 262 <value _1/2/3> parameter in value statements, the variable class can be either Item or Set. Nortel recommends that you replace constant ranges of values (or comma- separated lists) with Set class variables because they are easy to modify. For...
Page 263 WHERE CDN EQUALS VALUE 5553500: EXECUTE SCRIPT Automotive VALUE 5553600: EXECUTE SCRIPT Electronics VALUE 5553700: EXECUTE SCRIPT Sporting_Goods VALUE 5553800: EXECUTE SCRIPT Kitchen_Ware DEFAULT: GIVE RAN lost_ran_gv END WHERE Scripting Guide for Communication Server 1000/Meridian 1 PBX Advanced script commands...
Page 264 Advanced script commands Example 3 In this example, the script uses a nested WHERE-EQUALS statement to direct calls to the appropriate scripts, depending on the month and the CDN of the call. WHERE MONTH OF YEAR EQUALS VALUE DECEMBER: WHERE CDN EQUALS END WHERE VALUE APRIL: GIVE RAN spring_specials_general_ran_gv...
Page 265: Networking Commands
C h a p t e r 8 Networking commands In this chapter Overview Section A: Network ACD routing Section B: Network Skill-Based Routing Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 266: Overview
Networking commands Overview If your Contact Center Manager system has the Network Skill-Based Routing (NSBR) option, calls can be sent from one contact center to another. When a call is sent between sites through the network, the call is processed by the network script at the target site only if the call returns to the queue.
Page 267 The Local Node Inclusion (LNI) option is available for the Agent Reservation methods when defining the network skillset as shown in the following table. Agent Reservation method AVERAGE SPEED ANSWER Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands Description The server waits a configurable amount of time.
Page 268 Networking commands Agent Reservation method LONGEST IDLE AGENT FIRST BACK Agent priority takes precedence over agent idle time in any network routing decision. You can configure idle time in the nodal client Global Settings by using any of the following definitions: Idle time since login Last state change Last call...
Page 269 LONGEST IDLE AGENT and AVERAGE SPEED ANSWER are not supported if skillsets do not have the same routing configuration. If you combine skillsets from any of LONGEST IDLE AGENT, AVERAGE SPEED ANSWER, or FIRST BACK is applied. Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 270 Networking commands Limitations A Release 6.0 network supports nodes from Releases 5.0 and 6.0 if the NCC is Release 6.0 or later. For more information about limitations on multiple skillsets, see the Network Control Center Administrator's Guide. Sending calls to a remote site Three commands are available to send calls to a remote site: ROUTE CALL QUEUE TO NACD...
Page 271 The target script must treat a network call with commands that handle the call only if the call returns to queue and if default call handling is not desired. Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 272 Networking commands Subscripts for the network script do not generate call statistics. Therefore, the network script is the only script from which incoming call statistics are collected. Restrict local calls entering the network CDN The network CDNs process only network calls, so you must ensure that local calls do not enter the network CDN.
Page 273 However, because a call is networked, it already has ringback. You do not need to use GIVE BUSY or OVERFLOW to treat to these calls. For information about these commands in SIP-enabled contact centers, see “SIP Contact Center” on page 673. Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 274 Networking commands Standard 8.04 Contact Center Manager...
Page 275: Section A: Network Acd Routing
October 2007 Section A: Network ACD routing In this section CHANGE PRIORITY IN NACD QUEUE TO NACD REMOVE FROM NACD Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 276: Change Priority In Nacd
Networking commands CHANGE PRIORITY IN NACD Use the CHANGE PRIORITY IN NACD command to change the priority of a call in an NACD ACD-DN and in the queues at the target NACD sites. Script syntax CHANGE PRIORITY IN NACD Parameters Enter information for the following parameters: The number of the ACD-DN to which the call is queued.
Page 277 Therefore, the priority of the call at this site does not change. The call is not yet queued to the second and third sites, however, so the priority for these target sites does change. Local ACD-DN 4500 Scripting Guide for Communication Server 1000/Meridian 1 PBX Target switch Timer (seconds) 63434500 63444500...
Page 278 Networking commands Local ACD-DN 4500 Target switch Timer 63454500 Standard 8.04 Result Priority 2 Contact Center Manager...
Page 279: Queue To Nacd
This parameter must be a single ACD-DN or, if you use a variable, an ACD type variable. <priority> The priority with which you want the call queued to the specified ACD-DN. Scripting Guide for Communication Server 1000/Meridian 1 PBX {WITH PRIORITY <acd_dn> Networking commands <priority>...
Page 280 Networking commands WITH PRIORITY option You can assign the call a priority from 1 to 4, with 1 being the highest priority and 4 being the lowest. Although a priority of 5 or 6 can be specified, the actual priority within the NACD queues defaults to 4 (the lowest possible for NACD). Restrictions The following restrictions apply to this command: The WITH PRIORITY option applies to voice contacts only.
Page 281: Remove From Nacd
The REMOVE FROM NACD command cannot be the first command in a voice script. Do not use this command in the network script (if you purchased the NSBR feature) or any of its subscripts. Scripting Guide for Communication Server 1000/Meridian 1 PBX <acd_dn> Networking commands...
Page 282 Networking commands Example A call is queued to an NACD queue when it first arrives. If, after 60 seconds, the call is not answered, it is removed from the NACD and queued to local sales and service skillsets. QUEUE TO NACD nacd_queue WAIT 2 GIVE MUSIC pop_music_gv SECTION Check_Age...
Page 283: Section B: Network Skill-Based Routing
October 2007 Section B: Network Skill-Based Routing In this section CHANGE PRIORITY IN NETWORK SKILLSET QUEUE TO NETWORK SKILLSET REMOVE FROM NETWORK SKILLSET Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 284: Change Priority In Network Skillset
Networking commands CHANGE PRIORITY IN NETWORK SKILLSET Use the CHANGE PRIORITY IN NETWORK SKILLSET command to change the priority of a call in a network skillset. The priority of the call is changed within the network skillsets that are listed in the command. This command applies only to network skillsets.
Page 285 (skillset_N1_sk) is greater than 60 seconds, the priority of the call is increased from 3 to 1. IF (AGE OF CALL > 60) THEN CHANGE PRIORITY IN NETWORK SKILLSET skillset_N1_sk TO PRIORITY 1 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 286: Queue To Network Skillset
Networking commands QUEUE TO NETWORK SKILLSET Use the QUEUE TO NETWORK SKILLSET command to queue a call on a network-wide basis to specified skillsets. You can simultaneously queue calls to multiple skillsets. However, to queue a call to local and network skillsets, you must use the QUEUE TO SKILLSET command for the local skillsets, unless you use Contact Center Manager with Network Control Center Release 5.0 or greater, and enable the include source node option for the network skillset.
Page 287 (skillset_N1_sk) and to a local backup skillset. IF OUT OF SERVICE local_skill_main_sk THEN QUEUE TO NETWORK SKILLSET skillset_N1_sk WAIT 4 QUEUE TO SKILLSET backup_sk WAIT 4 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 288: Remove From Network Skillset
Networking commands REMOVE FROM NETWORK SKILLSET Use the REMOVE FROM NETWORK SKILLSET command to remove a queued call from a network skillset or skillsets. This command applies only to network skillsets. Script syntax REMOVE FROM NETWORK SKILLSET [ <network_skillset_list>] Parameter Enter information for the following parameter: <network_skillset>...
Page 289 30 seconds, until the call is answered or the caller abandons. QUEUE TO NETWORK SKILLSET skillset_cv WITH PRIORITY prio_cv WAIT 6 Scripting Guide for Communication Server 1000/Meridian 1 PBX Networking commands...
Page 290 Networking commands IF NOT QUEUED THEN ROUTE CALL emerg_dn END IF GIVE MUSIC music_cv SECTION WaitLoop WAIT wait_timer30/* 30 sec */ IF NOT QUEUED THEN QUEUE TO NETWORK SKILLSET skillset_cv WITH PRIORITY WAIT 6 /* Allow time to determine if local or remote queue IF NOT QUEUED THEN END IF END IF...
Page 291: Voice Processing Commands
C h a p t e r 9 Voice processing commands In this chapter Overview Choosing the most efficient commands Section A: Basic IVR Section B: Voice session commands Section C: Broadcast announcements Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 292: Overview
Voice processing commands Overview Use voice processing commands to communicate with calls using recorded announcements (RAN), interactive voice response (IVR) systems, broadcast announcements, and voice prompts. You can play messages to calls or, if your contact center has an IVR system, you can collect information from the call so agents can service the call more efficiently.
Page 293: Choosing The Most Efficient Commands
(call interaction) when you use Nortel Self Service or any third-party application with Meridian Mail, or CallPilot for voice menus (call interaction) For information about the GIVE IVR command in SIP-enabled contact centers, see “GIVE IVR”...
Page 294 RANs, and because it is easier to control the message that is played The GIVE CONTROLLED BROADCAST feature is not supported on a CS 1000E platform. For more information, see Nortel Product Bulletin P-2006-0312_Global. The GIVE CONTROLLED BROADCAST command is not supported in SIP-enabled contact centers.
Page 295 Use the one-call-per-port commands to play custom messages to calls (for example, EXPECTED WAIT TIME) if call input is collected, or if you have a third-party voice processing system. Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 296 Voice processing commands The GIVE CONTROLLED BROADCAST ANNOUNCEMENT command connects multiple calls for each port. The following commands connect one call for each port: GIVE IVR OPEN/END VOICE SESSION Start/stop and CONTINUOUS modes Start/stop operation means the caller is guaranteed to hear the message from the beginning to the end because callers are connected to the system at the beginning of the message.
Page 297 PLAY PROMPT number 1 number 2 number 3 number 4 Do not use PLAY PROMPT number 1 PLAY PROMPT number 2 PLAY PROMPT number 3 PLAY PROMPT number 4 Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 298 Voice processing commands Standard 8.04 Contact Center Manager...
Page 299: Section A: Basic Ivr
October 2007 Section A: Basic IVR In this section GIVE IVR Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 300: Give Ivr
GIVE IVR Use the GIVE IVR (interactive voice response) command to deliver a call to a voice messaging system, such as CallPilot, Meridian Mail, or Nortel IVR. This command is used only when Contact Center Manager is not controlling the voice session.
Page 301 You can specify the priority with which the call is queued. You can assign a priority of 1 to 4, with 1 being the highest priority and 4 being the lowest. A call is assigned a priority of 4 by default. Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 302 Do not insert the GIVE BUSY or GIVE OVERFLOW command immediately after the GIVE IVR command. For the Meridian 1 PBX switch, do not use the WITH TREATMENT option with the GIVE CONTROLLED BROADCAST ANNOUNCEMENT and OPEN VOICE SESSION commands. Use of this option with these commands can cause the switch to lose voice ports.
Page 303: Section B: Voice Session Commands
October 2007 Section B: Voice session commands In this section COLLECT DIGITS OPEN VOICE SESSION and END VOICE SESSION PLAY PROMPT Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 304: Collect Digits
Voice processing commands COLLECT DIGITS Use the COLLECT DIGITS command to collect digits from the caller through voice ports. Script execution is suspended until the digit collection is complete. If the call is queued before the COLLECT DIGITS command is executed, digit collection is interrupted when an agent becomes available.
Page 305 INTER DIGIT TIMER command times out. If no timer is given in the command, a default value of 10 seconds is used. Scripting Guide for Communication Server 1000/Meridian 1 PBX The maximum number of digits, up to 16, that you The call variable in which you want to store the collected The number (from 0–9) or symbol (* or #) that, when...
Page 306 Voice processing commands WITH TERMINATING CHARACTER option You can specify a terminating character to end the digit collection even if the maximum number of digits is collected. The terminating character is not included in the variable with the digits. Ending digit collection Digit collection ends under the following conditions: The INTER DIGIT TIMER expires.
Page 307: Open Voice Session And End Voice Session
Script syntax OPEN VOICE SESSION <statement1> <statement2> END VOICE SESSION Optional The access_ivrdn parameter is optional. If this parameter is not specified, the system uses a default parameter. Scripting Guide for Communication Server 1000/Meridian 1 PBX {<access_ivrdn>} Voice processing commands...
Page 308 Enter information for the following parameters: <access_ivrdn> Meridian Mail system. Note: Nortel recommends that you use the default ACCESS IVR DN configured in the Global Settings property page for the server, rather than specifying an ACCESS IVR DN in the script. From the Contact Center Manager Administration Launchpad, choose Configuration >...
Page 309 PLAY PROMPT WITH LANGUAGE lang_cv VOICE SEGMENT gen_info_main_menu_vs COLLECT 1 DIGITS INTO menu_choice_cv INTER DIGIT TIMER 2 END IF END VOICE SESSION WHERE menu_choice_cv EQUALS VALUE 1: Scripting Guide for Communication Server 1000/Meridian 1 PBX ASSIGN French TO lang_cv ASSIGN Gen_Info_Fr TO skillset_cv Voice processing commands...
Page 310 OPEN VOICE SESSION {access acddn} PLAY PROMPT VOICE SEGMENT x END VOICE SESSION The GIVE CONTROLLED BROADCAST feature is not supported on a CS 1000E platform. For more information, see Nortel Product Bulletin P-2006-0312_Global. ASSIGN English TO lang_cv ASSIGN Gen_Info_En TO skillset_cv...
Page 311: Play Prompt
{NO TYPE AHEAD} {[NUMBER | NUMBERBYDIGIT] {VOICE SEGMENT Scripting Guide for Communication Server 1000/Meridian 1 PBX Use this command only within an OPEN VOICE SESSION and END VOICE SESSION command. The PLAY PROMPT command is similar to the PLAY PROMPT...
Page 312 Voice processing commands You must include at least one (to a maximum of 50) NUMBER, NUMBERBYDIGIT, or VOICE SEGMENT clause with this command. You can place these commands in any order. Optional The WITH LANGUAGE segment is optional. The NO TYPE AHEAD, NUMBER, and NUMBERBYDIGITS keywords are also optional.
Page 313 Services on Meridian Mail, you use the Voice Prompt Editor. For more information about Application Builder, see the CallPilot Application Builder Guide. For more information about Voice Prompt Editor, see the Nortel Contact Center Manager Administrator’s Guide. A number can be an integer constant or a script variable of Integer or DN type.
Page 314 Meridian Mail, you use the Voice Prompt Editor. For more information about Application Builder, see the CallPilot Application Builder Guide. For more information about Voice Prompt Editor, see the Nortel Contact Center Manager Administrator’s Guide. In CallPilot and Meridian Mail, the maximum length of a voice segment is 2 minutes (120 seconds).
Page 315 October 2007 NUMBER balance_cv VOICE SEGMENT dollars_please_hold_vs END VOICE SESSION Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 316 Voice processing commands Standard 8.04 Contact Center Manager...
Page 317: Section C: Broadcast Announcements
October 2007 Section C: Broadcast announcements In this section GIVE CONTROLLED BROADCAST ANNOUNCEMENT Scripting Guide for Communication Server 1000/Meridian 1 PBX Voice processing commands...
Page 318: Give Controlled Broadcast Announcement
The GIVE CONTROLLED BROADCAST feature is not supported on a CS 1000E platform. You can use Open Voices sessions with one caller per access channel for small contact centers on CS 1000E instead of GIVE CONTROLLED BROADCAST. For more information, see Nortel Product Bulletin P-2006-0312_Global. ATTENTION...
Page 319 Enter information for the following parameters: <access_ivrdn> Meridian Mail system. Note: Nortel recommends that you use the default ACCESS IVR DN configured in the Global Settings property page for the server, rather than specifying an ACCESS IVR DN in the script. From the Contact Center Manager Administration Launchpad, choose Configuration >...
Page 320 Voice processing commands <number> <voice_seg> maximum length of a voice segment is 2 minutes (120 seconds) for Meridian Mail and CallPilot. The GIVE CONTROLLED BROADCAST ANNOUNCEMENT command must always contain the PLAY PROMPT command (with voice segments and numbers). The other parameters are optional. <access_ivrdn>...
Page 321 Services on Meridian Mail, you use the Voice Prompt Editor. For more information about Application Builder, see the CallPilot Application Builder Guide. For more information about Voice Prompt Editor, see the Nortel Contact Center Manager Administrator’s Guide. A number can be an integer constant or a script variable of Integer or DN type.
Page 322 Meridian Mail, you use the Voice Prompt Editor. For more information about Application Builder, see the CallPilot Application Builder Guide. For more information about Voice Prompt Editor, see the Nortel Contact Center Manager Administrator’s Guide. The maximum length of a voice segment is 2 minutes (120 seconds) for Meridian Mail and CallPilot.
Page 323 WAIT 2 GIVE CONTROLLED BROADCAST ANNOUNCEMENT PLAY PROMPT WITH LANGUAGE lang_pref_cv VOICE SEGMENT welcome GIVE MUSIC general_music Scripting Guide for Communication Server 1000/Meridian 1 PBX ASSIGN Sales_English TO pref_skillset_cv ASSIGN Sales_Japanese TO pref_skillset_cv ASSIGN Sales_German TO pref_skillset_cv Voice processing commands...
Page 324 Voice processing commands Standard 8.04 Contact Center Manager...
Page 325: Host Data Exchange Commands
C h a p t e r 1 0 Host Data Exchange commands In this chapter Overview SEND INFO SEND REQUEST GET RESPONSE Database Integration Wizard Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 326: Overview
Host Data Exchange commands Overview Contact Center Manager provides a data exchange interface for third-party applications (or hosts) to send data to and receive data from an active script. The third-party application programming interface is referred to as the Host Data Exchange (HDX) API.
Page 327 The script writers must also know the ID, so that they can include it in the scripts. The default provider ID for IVR CTI applications is 1. HDX supports a maximum of 10 provider applications. Scripting Guide for Communication Server 1000/Meridian 1 PBX Host Data Exchange commands...
Page 328 Host Data Exchange commands Call ID Every call that enters Contact Center Manager has a call ID associated with it. The call ID is sent automatically with every SEND INFO or SEND REQUEST command. You, or your company application developer, can use the call ID to show information about the call (such as skillset or call entered data) in a screen pop on the agents’...
Page 329 SEND REQUEST app_ID DNIS GET RESPONSE app_ID skillset_cv IF NOT OUT OF SERVICE skillset_cv THEN QUEUE TO SKILLSET skillset_cv WAIT 2 ELSE GIVE RAN nite_ran DISCONNECT END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Host Data Exchange commands...
Page 330: Send Info
Host Data Exchange commands SEND INFO Use the SEND INFO command to send data to and start a third-party application, such as a screen-pop application. You must use the SEND REQUEST and GET RESPONSE commands to request and receive information. Script syntax SEND INFO <provider_ID>...
Page 331 QUEUE TO SKILLSET customer_service_sk WITH PRIORITY priority_cv WAIT 2 DEFAULT: SEND INFO app_ID CDN QUEUE TO SKILLSET general_information_sk WAIT 2 END WHERE GIVE RAN agents_busy_ran_gv GIVE MUSIC soft_music_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Host Data Exchange commands...
Page 332: Send Request
Host Data Exchange commands SEND REQUEST Use the SEND REQUEST command to request specific data from a third-party application. Call and global variables are used in this command to identify the data that you are requesting from the host. These variables are read-only; that is, the host application cannot change their value.
Page 333 IF NOT LOGGED OUT AGENT personal_banker_cv THEN QUEUE TO AGENT personal_banker_cv WAIT 2 ELSE QUEUE TO SKILLSET sales_sk WAIT 2 END IF GIVE RAN agent_busy_ran_gv GIVE MUSIC soft_music_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Host Data Exchange commands...
Page 334: Get Response
Host Data Exchange commands GET RESPONSE Use the GET RESPONSE command to obtain the response from the SEND REQUEST command previously sent to a third-party application. SEND REQUEST must be the previous command in the script. Script validation fails if the command is not preceded by a SEND REQUEST command.
Page 335 Scripting Guide for Communication Server 1000/Meridian 1 PBX The call variable, or list of variables (up <list_of_variables> Host Data Exchange commands...
Page 336 Host Data Exchange commands If the value retrieved from the third-party application is returned within 10 seconds, the call is queued to the appropriate skillset. ASSIGN Sales_sk TO pref_skillset_cv /* initialize the call variable in case of failed response */ SEND REQUEST ivr_hdxID pref_skillset_gv GET RESPONSE ivr_hdxID pref_skillset_cv QUEUE TO SKILLSET pref_skillset_cv...
Page 337: Database Integration Wizard
SQL scripts that you write using the Configuration Wizard. The remaining parameters of the SEND REQUEST command populate the unknown parameters of the SQL statement (up to nine parameters can be passed). Scripting Guide for Communication Server 1000/Meridian 1 PBX Host Data Exchange commands...
Page 338 Host Data Exchange commands Syntax example: ASSIGN 4 TO HAI_SQLNO_cv /* sql index integer value */ ASSIGN "FAILURE" TO HAI_SQLRESP_cv /* status value string*/ SEND REQUEST HAI_AppId HAI_SQLNO_cv, CLID GET RESPONSE HAI_AppId HAI_SQLRESP_cv, HAI_AGENTID_cv The status of the execution of the SQL statement is passed back to the Contact Center Manager script in the first parameter of the GET RESPONSE command.
Page 339 TAPI. Otherwise, the SEND INFO command is assumed to be for database access and the information in the first parameter is used to identify the SQL statement number. Scripting Guide for Communication Server 1000/Meridian 1 PBX Host Data Exchange commands...
Page 340 Host Data Exchange commands Example for database access EVENT HANDLER EVENT CALL ABANDON: ASSIGN "abandon" TO string_cv SEND INFO HAI_AppId, HAI_SQLNO_cv, CLID, abandon_cv END HANDLER SEND INFO can also be used to attach TAPI data to a call based upon the assumption that SEND INFO otherwise operates like SEND REQUEST.
Page 341: Intrinsics
C h a p t e r 1 1 Intrinsics In this chapter Overview Examples of intrinsics use Section A: Skillset intrinsics Section B: Time intrinsics Section C: Traffic intrinsics Section D: Call intrinsics Section E: Open Queue Intrinsics Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 342: Overview
Intrinsics Overview Intrinsics contain system-wide information about skillsets, agents, time, traffic, and call type. You can use intrinsics in your scripts to access system information. The script then uses this information in formulas and decision-making statements. Contact Center Manager creates and maintains intrinsics automatically. Intrinsics are available only to query data about the system within scripts, not to modify data.
Page 343 As a result, Contact Center Manager cannot queue the call to an agent. To prevent the call from being queued to the default skillset, ensure that the call is queued before the end of the script. Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 344 Intrinsics Example In this example, the script attempts to queue the call to the agent who is idle the longest in either the service_sk or the general_sales_sk skillset. If, after 2 seconds, the call is not queued, it is queued to a third skillset named backup_skillset_sk.
Page 345: Examples Of Intrinsics Use
08:00 a.m. and that the day of the week is not Saturday or Sunday. If all of these conditions are true, then the Night_Section statement is executed. IF (TIME OF DAY = dinner_hour_gv) AND (DAY OF WEEK < > SATURDAY, SUNDAY)THEN EXECUTE Night_Section END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 346 Intrinsics Decision making within a script based on traffic intrinsics This script checks to see if the number of voice contacts in the system is greater than 50. If it is greater, the caller hears a busy tone. IF (TOTAL ACTIVE CALLS > 50) THEN GIVE BUSY END IF If Open Queue is enabled then the TOTAL ACTIVE CALLS is the total number...
Page 347: Section A: Skillset Intrinsics
IDLE AGENT COUNT LOGGED AGENT COUNT LOGGED OUT AGENT LONGEST IDLE AGENT MOST LOGGED AGENTS OLDEST OUT OF SERVICE POSITION IN QUEUE PRIORITY IN QUEUE PRIORITY IN NETWORK QUEUE QUEUED COUNT Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 348: Overview Of Skillset Intrinsics
Intrinsics Overview of skillset intrinsics Skillset intrinsic elements are based on information about skillsets. The returned value from the intrinsic can then be used in queuing commands, conditional commands, and so on. Skillset intrinsics return skillsets, integer values, and agent IDs. Using lists of skillsets and agents You can enter a single skillset or agent ID, or a list of skillsets or agent IDs, for many intrinsics.
Page 349 QUEUE TO NETWORK SKILLSET command or when the include local node option is not selected for the skillset (that is, when you exclude the local node). Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 350 Intrinsics The following intrinsics do not include the agents at other nodes: IDLE AGENT COUNT MOST LOGGED AGENTS LOGGED AGENT COUNT LONGEST IDLE AGENT LOGGED OUT AGENT OUT OF SERVICE The following intrinsic values include local contacts and incoming network contacts queued in the given skillsets at this node;...
Page 351 Script. Use the data sent in the contact because the administrator assigns specific skillsets to outbound campaigns, or e-mail. Use great care in making routing modifications because they may impact the business objectives of the contact center. Scripting Guide for Communication Server 1000/Meridian 1 PBX Local node Remote node Intrinsics...
Page 352 Intrinsics Use the DISCONNECT command with care because the multimedia contact is resent by Contact Center Multimedia to Contact Center Manager Server to be requeued. Resending the contact forces Contact Center Manager Server to peg the contact twice and resets the age of the contact. Standard 8.04 Contact Center Manager...
Page 353: Answered Count
This process also ensures that steady call traffic is reflected because steady traffic is the same for longer time periods as it is for the given 10-minute interval. Scripting Guide for Communication Server 1000/Meridian 1 PBX <skillset> <skillset_list>] The skillset, or list of skillsets, that you want <skillset_list>...
Page 354 Intrinsics Examples Example 1 In this example, if the number of answered calls for the service skillset is less than that of the support skillset, then incoming calls are queued to the service skillset. Otherwise, calls are queued to the support skillset. If the call is not answered immediately, the caller hears a message indicating that all agents are busy, followed by music.
Page 355: Average Speed Answer
The priority of the calls that you want to track. <priority> Return type This intrinsic returns a value, in seconds, to the script. Scripting Guide for Communication Server 1000/Meridian 1 PBX <skillset> <skillset_list>] <skillset_list> The skillset, or list of skillsets, that you want...
Page 356 Intrinsics How data is collected Data is collected from the system at 10-minute intervals for this intrinsic to ensure that burst-rate call traffic is reflected in the results. This process also ensures that steady call traffic is reflected because steady traffic is the same for longer time periods as it is for the given 10-minute interval.
Page 357 October 2007 END IF QUEUE TO SKILLSET skillset_cv WAIT 2 SECTION WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 358: Expected Wait Time
Intrinsics EXPECTED WAIT TIME The EXPECTED WAIT TIME is the predicted wait time of the current contact in the given skillset at the moment the intrinsic is executed. This value can change over time, depending on contact traffic. This intrinsic is calculated by the contact processing executor using real-time data.
Page 359 Nortel recommends that you use only the EXPECTED WAIT TIME intrinsic in single-priority systems to avoid these conditions.
Page 360 Intrinsics Formulas Default EXPECTED WAIT TIME when not queued Contact Center Manager provides a default system calculation for the EXPECTED WAIT TIME (EWT) intrinsic. The EXPECTED WAIT TIME is based on the AVERAGE SPEED ANSWER (ASA) of calls in the skillset and the current call load for the skillset.
Page 361 3600 seconds, then incoming contacts are queued to the Promo2 e-mail skillset. Otherwise, contacts are queued to the e- mail skillset sent in the contact data. ASSIGN CONTACT DATA "%SKILLSET%SKILLSET" TO skillset_cv Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 362 Intrinsics ASSIGN Promo2 e-mail TO backup_skillset_cv ASSIGN EXPECTED WAIT TIME skillset_cv TO exp_wait_cv IF (exp_wait_cv < 3600) THEN QUEUE TO SKILLSET skillset_cv WAIT 2 ELSE QUEUE TO SKILLSET backup_skillset_cv WAIT 2 END IF SECTION WaitLoop Standard 8.04 Contact Center Manager...
Page 363: Idle Agent
IF IDLE AGENT agent_4 THEN QUEUE TO AGENT agent_4 WAIT 2 ELSE QUEUE TO SKILLSET sales_sk WAIT 2 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX The logon ID of the agent that you want to track. Intrinsics...
Page 364 Intrinsics Example 2 In this multimedia example, if the preferred agent sent in the contact data is idle and available, the contact goes to that agent. Otherwise, the contact is queued to the skillset sent in the contact data. ASSIGN CONTACT DATA "%SKILLSET%SKILLSET" TO skillset_cv ASSIGN CONTACT DATA IF IDLE AGENT agent_cv THEN QUEUE TO AGENT agent_cv...
Page 365: Idle Agent Count
QUEUE TO SKILLSET sales_sk WAIT 2 IF (IDLE AGENT COUNT service_sk > 2) THEN Scripting Guide for Communication Server 1000/Meridian 1 PBX [<skillset> | <skillset_list>] The skillset, or list of skillsets, that you want <skillset_list> Intrinsics...
Page 366 Intrinsics QUEUE TO SKILLSET service_sk WAIT 2 END IF GIVE RAN agents_busy_ran_gv GIVE MUSIC soft_music_gv SECTION WaitLoop Example 2 The following sample script first queues the multimedia contact to the skillset sent in the contact data. If the contact is not answered after 600 seconds, the script checks if there are more than two idle agents in the EM_Promo2_sk skillset.
Page 367: Logged Agent Count
<skillset> to include in the return value. Return type This intrinsic returns a numerical value to the script. Scripting Guide for Communication Server 1000/Meridian 1 PBX [<skillset> | <skillset_list>] The skillset, or list of skillsets, that you want <skillset_list> Intrinsics...
Page 368 Intrinsics Examples Example 1 This example shows how to test if enough agents are within a skillset to handle the current call volume. If not enough agents are available, the caller receives a busy tone. IF (QUEUED COUNT sales_sk) > (2 * LOGGED AGENT COUNT sales_sk) THEN GIVE BUSY END IF...
Page 369: Logged Out Agent
IF LOGGED OUT AGENT agent_4 THEN QUEUE TO SKILLSET backup_sk WAIT 2 ELSE Scripting Guide for Communication Server 1000/Meridian 1 PBX <agent ID | agent ID list> The ID, or list of IDs, of the agents you want to Intrinsics...
Page 370 Intrinsics QUEUE TO AGENT agent_4 WAIT 2 END IF Example 2 In this multimedia example, the LOGGED OUT AGENT intrinsic is used to test if the preferred agent is logged on. If not, the multimedia contact is queued to the skillset sent in the contact data.
Page 371: Longest Idle Agent
Script syntax LONGEST IDLE AGENT Parameter Enter information for the following parameter: <skillset> to include in the return value. Scripting Guide for Communication Server 1000/Meridian 1 PBX [<skillset> | <skillset_list>] The skillset, or list of skillsets, that you want <skillset_list> Intrinsics...
Page 372 Intrinsics BY LONGEST IDLE AGENT option If you use the BY LONGEST IDLE AGENT option, and one or more agents are idle in the listed skillsets, the agent is selected based on the length of time the agent is idle. The agent priorities in each skillset are still considered, so only the front of each idle agent queue (for all the listed skillsets) is inspected for the longest idle agent.
Page 373: Most Logged Agents
(skillset_cv) so that you can check where the call was queued to ASSIGN MOST LOGGED AGENTS service_sk, support_sk TO skillset_cv Scripting Guide for Communication Server 1000/Meridian 1 PBX <skillset_list> The list of skillsets that you want to include in the return...
Page 374 Intrinsics QUEUE TO SKILLSET skillset_cv WAIT 2 GIVE RAN agents_busy_ran_gv GIVE MUSIC classical_music_gv SECTION WaitLoop WAIT 30 IF NOT QUEUED THEN IF OUT OF SERVICE skillset_cv THEN ELSE END IF END IF GIVE RAN agents_still_busy_ran_gv EXECUTE WaitLoop Example 2 In this multimedia example, the value of the skillset with the most logged-on agents is assigned to a call variable named skillset_cv.
Page 375 WAIT waittime_cv IF NOT QUEUED THEN IF OUT OF SERVICE skillset_cv THEN ELSE END IF END IF EXECUTE WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX ASSIGN 120 TO waittime_cv QUEUE TO SKILLSET skillset_cv ASSIGN 60 TO waittime_cv Intrinsics...
Page 376: Oldest
Intrinsics OLDEST The OLDEST intrinsic is the age of the contact (with the given priority, if you choose to include it) that waited longest in the given skillset queue when the intrinsic is executed. If you specify a list of skillsets, then the return value is the maximum value of the OLDEST values for all the skillsets.
Page 377 ASSIGN CONTACT DATA "%SKILLSET%SKILLSET" TO skillset_cv ASSIGN EM_Promo2_sk TO backup_skillset_cv IF (OLDEST CALL skillset_cv > 300) THEN QUEUE TO SKILLSET backup_skillset_cv WAIT 2 ELSE QUEUE TO SKILLSET skillset_cv WAIT 2 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 378: Out Of Service
Intrinsics OUT OF SERVICE Use the OUT OF SERVICE intrinsic to test whether skillsets are out of service. If you specify a list of skillsets, then the OUT OF SERVICE intrinsic returns a True value if all skillsets are out of service. Otherwise, the intrinsic returns a False value.
Page 379 IF OUT OF SERVICE skillset_cv THEN EXECUTE Night_Section END IF QUEUE TO SKILLSET sales_sk WAIT 2 QUIT SECTION Night_Section IF OUT OF SERVICE skillset_cv THEN WAIT 1800 EXECUTE Night_Section ELSE QUEUE TO SKILLSET skillset_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 380 Intrinsics QUIT END IF Example 3 The Out of Service intrinsic only checks the condition of the local skillset, even if the include local node option is selected. If no agents are available for the skillset on this node, but there are agents with that skillset on other nodes, the skillset is still considered to be out of service when the command is executed.
Page 381: Position In Queue
Nortel recommends that you use this intrinsic only for contact centers that do not assign priority levels. Nortel recommends that you do not use this intrinsic to play the queue position to a voice contact. Even in single-priority systems, a voice contact’s position in queue can become higher rather than lower.
Page 382 Intrinsics Return type This intrinsic returns a numerical value to the script. Examples Example 1 In this example, the contact is already queued to the service skillset. This section of the script tests the contact current position in the skillset queue. If it is more than 5, the priority is raised to priority 1 (unless it is already priority 1).
Page 383: Priority In Queue
IF (PRIORITY IN QUEUE sales_sk = 0) THEN IF PRIORITY IN QUEUE Customer_Service_Eng <> 1 Less than or greater than operations are not valid with a priority value. Scripting Guide for Communication Server 1000/Meridian 1 PBX <skillset> Intrinsics THEN...
Page 384 Intrinsics IF (PRIORITY IN QUEUE Local_Sales_Sk > 0) THEN You can declare a call variable of type PRIORITY and assign a priority to it and then perform the required comparison. For example: ASSIGN 2 to cv_PriorityInQueue IF (PRIORITY IN QUEUE Local_Sales_Sk > cv_PriorityInQueue) THEN END IF Examples Example 1...
Page 385 GIVE RAN ran_cv EXECUTE SCRIPT Secondary_One Secondary script Increase Priority ASSIGN 3 TO prio_cv IF PRIORITY IN QUEUE Customer_Service_Eng > prio_cv CHANGE PRIORITY IN SKILLSET Customer_Service_Eng TO PRIORITY prio_cv END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics THEN...
Page 386: Priority In Network Queue
Intrinsics PRIORITY IN NETWORK QUEUE The PRIORITY IN NETWORK QUEUE intrinsic is the priority of the current call in the network skillset queue. This value can range from 0–6, with 1 being the highest priority and 6 being the lowest priority. A value of 0 indicates the contact is not currently in the queue.
Page 387 IF PRIORITY IN NETWORK QUEUE Sales_Sk = 0 THEN QUEUE TO NETWORK SKILLSET Sales_Backup_Sk WAIT 4 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics THEN...
Page 388: Queued Count
Intrinsics QUEUED COUNT The QUEUED COUNT intrinsic is the number of contacts outstanding against the skillsets in the given contact priority at the time the intrinsic is executed. If you specify a list of skillsets, then the return value is the maximum value of the QUEUED COUNT value for all skillsets.
Page 389 WAIT 2 SECTION WaitLoop Use DISCONNECT with caution as the multimedia contact is sent back to Contact Center Manager Server as a new contact and the time in queue is reset. Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 390 Intrinsics Standard 8.04 Contact Center Manager...
Page 391: Section B: Time Intrinsics
October 2007 Section B: Time intrinsics In this section DAY OF WEEK DATE DAY OF MONTH MONTH OF YEAR TIME OF DAY Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 392: Day Of Week
Intrinsics DAY OF WEEK The value returned by this intrinsic is the current day of the week. You can use this intrinsic to determine whether the current day is a specific day or is in a list or range of days. This intrinsic applies to both voice and multimedia contacts.
Page 393 IF (DAY OF WEEK = weekend_gv) AND (TIME OF DAY = closed_hours_gv) THEN EXECUTE Closed_Section END IF QUEUE TO SKILLSET general_sk WAIT 2 GIVE RAN agents_busy_ran_gv GIVE MUSIC pop_music_gv SECTION WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 394: Date
Intrinsics DATE The value returned by this intrinsic is the current date. You can use this intrinsic to determine whether the current date is a specific date or is in a range of dates. This intrinsic applies to both voice and multimedia contacts. Script syntax DATE Return type...
Page 395 You can use a variable to represent a specific period of time. For example, the variable named christmas_holiday_gv represents the days from December 25 to January 1. IF (DATE = May 31, 4 July, christmas_holiday_gv) THEN EXECUTE Holiday_Section END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 396: Day Of Month
Intrinsics DAY OF MONTH The value returned by this intrinsic is the current day of the month. You can use this intrinsic to determine whether the current day is a specific day of the month (the 15th, for example), or is in a range of days (the 2nd through the 10th, for example).
Page 397 In this example, on the 1st and 15th day of each month, a section of the script called Pay_Day_Section is executed. IF (DAY OF MONTH = 1,15) THEN EXECUTE Pay_Day_Section END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 398: Month Of Year
Intrinsics MONTH OF YEAR The value returned by this intrinsic is the current month of the year. You can use this intrinsic to determine whether the current month is a specific month or is in a range of months. This intrinsic applies to both voice and multimedia contacts. Script syntax MONTH OF YEAR Return type...
Page 399 WHERE MONTH OF YEAR EQUALS VALUE January: GIVE RAN jan_highlights_ran_gv VALUE Oct: GIVE RAN oct_highlights_ran_gv VALUE November: GIVE RAN nov_highlights_ran_gv VALUE Dec: GIVE RAN dec_highlights_ran_gv DEFAULT: GIVE RAN default_ran_gv END WHERE Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 400: Time Of Day
Intrinsics TIME OF DAY The value returned by this intrinsic is the current time of day. You can use this intrinsic to determine the exact time or whether the current time of day is in a specified range of time. This intrinsic applies to both voice and multimedia contacts.
Page 401 IF (TIME OF DAY = 08:00) IF (TIME OF DAY < 08:00) the first expression is true for one minute; the second is true from midnight until 7:59 a.m. Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 402 Intrinsics Standard 8.04 Contact Center Manager...
Page 403: Section C: Traffic Intrinsics
October 2007 Section C: Traffic intrinsics In this section CALL RATE CONTACT RATE TOTAL ACTIVE CALLS TOTAL ACTIVE CONTACTS Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 404: Call Rate
Intrinsics CALL RATE The value returned by this intrinsic is the number of voice and non-voice contacts that entered the system during the previous 10-minute period. This intrinsic applies to both voice and multimedia contacts. This intrinsic does not differentiate between voice and non-voice contacts. The intent, for a future release, is to have CALL RATE reflect voice contacts only.
Page 405: Contact Rate
This intrinsic returns a numerical value to the script. Example IF CONTACT TYPE = g_EMAIL_gv THEN IF CONTACT RATE > 50 THEN IF TOTAL ACTIVE CONTACTS > 2500 THEN END IF END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX /* Special Handling */ Intrinsics...
Page 406: Total Active Calls
Intrinsics TOTAL ACTIVE CALLS The value returned by this intrinsic is the total number of voice contacts in the system at the moment the intrinsic is executed. Active calls include all voice contacts in the system that are currently queued, are being presented to agents, or are being answered by agents.
Page 407: Total Active Contacts
This intrinsic returns a numerical value to the script. Example IF CONTACT TYPE = g_EMAIL_gv THEN IF CONTACT RATE > 50 THEN IF TOTAL ACTIVE CONTACTS > 2500 THEN END IF END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX /* Special Handling */ Intrinsics...
Page 408 Intrinsics Standard 8.04 Contact Center Manager...
Page 409: Section D: Call Intrinsics
CALL FORWARD DO NOT DISTURB CALL FORWARD NO ANSWER CLID CONFERENCED DIALED DN Transferring calls with the dialed DN DIRECT CALL DNIS INTERNATIONAL CALL NETWORK CALL NPANXX ON HOLD QUEUED ROUTE NUMBER TRANSFERRED Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 410: Age Of Call
Intrinsics AGE OF CALL This intrinsic is the age of the contact at the time the intrinsic is executed. This intrinsic applies to both voice and multimedia contacts. Script syntax AGE OF CALL Return type This intrinsic returns a value, in seconds, to the script. Example The following example is a section of script that queues the voice contact to the sales skillset, and then plays music.
Page 411: Call Forward
In this example, forwarded calls are given a recorded announcement that tells the caller that their call is forwarded to the contact center. IF CALL FORWARD THEN GIVE RAN forward_to_call_center_ran_gv END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 412: Call Forward Busy
Intrinsics CALL FORWARD BUSY This intrinsic indicates whether the call is forwarded because the phoneset at the original destination is busy (where the return value is True) or not (where the return value is False). This intrinsic applies to voice contacts only. Script syntax CALL FORWARD BUSY Return type...
Page 413: Call Forward Do Not Disturb
In this example, calls forwarded due to a do not disturb condition at the destination are given a recorded announcement stating that the call is forwarded. IF CALL FORWARD DO NOT DISTURB THEN GIVE RAN sleeping_ran_gv END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 414: Call Forward No Answer
Intrinsics CALL FORWARD NO ANSWER This intrinsic indicates whether the call is forwarded because no one answered the phoneset at the original destination (where the return value is True) or not (where the return value is False). This intrinsic applies to voice contacts only. Script syntax CALL FORWARD NO ANSWER Return type...
Page 415: Cdn
In this example, the script executes the GoldCard, Reg_Customers, or Promotions script, depending on the CDN of the call. WHERE CDN EQUALS VALUE 5551230: EXECUTE SCRIPT Gold_Customers VALUE 5551231: EXECUTE SCRIPT Reg_Customers VALUE 5551232: EXECUTE SCRIPT Promotions END WHERE Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 416: Clid
Intrinsics CLID The value of this intrinsic is the calling line identification (CLID) of the current call. This intrinsic applies to voice contacts only. Use the provider.exe tool to verify the CLID string sent by the switch. Make sure you generate test calls from several different regions of the country. For more information, see Appendix C, “Using HDX.”...
Page 417 The following example shows how to use a wildcard in a CLID digit string. All calls starting with 305 are queued to the VIP skillset with the priority of 1 and hear a special recorded announcement. Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 418 Intrinsics IF (CLID = 305@) THEN QUEUE TO SKILLSET VIP_sk WITH PRIORITY 1 WAIT 2 GIVE RAN you_are_special_ran_gv END IF Example 3 The following example shows how to use a placeholder and wildcard to indicate that all CLIDs starting with 305 through to 395 are queued to the VIP skillset with a priority of 1 and hear a special recorded announcement.
Page 419: Conferenced
The other callers in the conference do not hear this message. Only the caller initiating the conference hears it. IF CONFERENCED THEN GIVE RAN in_conference_ran_gv END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 420: Dialed Dn
Intrinsics DIALED DN The value of this intrinsic is the number that the caller originally dialed if the call is forwarded to the CDN using a switch feature. This intrinsic applies only to forwarded calls. You can use the dialed DN to transfer a call to Contact Center Manager (see “Use the DIALED DN intrinsic to transfer calls”...
Page 421: Transferring Calls With The Dialed Dn
DN intrinsic to facilitate the transfer of calls back to Contact Center Manager. You can create phantom DNs in the Communication Server 1000/Meridian 1 PBX. Phantom DNs call forward to a CDN under the control of Contact Center Manager. If you want to use phantom DNs to transfer calls, you must configure a phantom DN for each skillset from which an agent or IVR system transfers calls.
Page 422 Intrinsics Example The following is an example of the DIALED DN intrinsic. IF CDN = transfer_CDN THEN IF TRANSFERRED THEN GIVE RINGBACK WAIT 20 /*Allow time for transferring party to hang up*/ DISCONNECT ELSE WHERE DIALED DN EQUALS END WHERE END IF END IF VALUE XXXXXXX: EXECUTE SCRIPT ScriptA...
Page 423: Direct Call
This intrinsic returns a True or False value to the script. Example In this example, all calls that are not direct calls receive a recorded announcement. IF NOT DIRECT CALL THEN GIVE RAN you_were_forwarded_ran_gv END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 424: Dnis
Intrinsics DNIS The value is the first number that the caller dialed to enter the system. This intrinsic is called the Dialed Number Identification Service (DNIS) and is specific to the trunk used. Not all trunks can be configured to support DNIS; therefore, the DNIS intrinsic is empty for any trunk that is not configured on the switch to provide DNIS.
Page 425 VALUE 5552603: QUEUE TO SKILLSET sales_sk WITH PRIORITY 2 VALUE 5552776: QUEUE TO SKILLSET service_sk WITH PRIORITY 1 DEFAULT: QUEUE TO SKILLSET service_sk WITH PRIORITY 2 END WHERE WAIT 2 GIVE RAN agents_busy GIVE MUSIC soft_music QUIT Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 426: International Call
Intrinsics INTERNATIONAL CALL The value of this intrinsic indicates whether the call is international (where the return value is True) or not (where the return value is False). This intrinsic applies to voice contacts only. Script syntax INTERNATIONAL CALL Return type This intrinsic returns a True or False value to the script.
Page 427 The terminating character is received. The maximum number of possible digits is reached. An agent becomes available to take the call (if the call is already queued before digit collection began). Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 428: Loc
Intrinsics The value is the location code (LOC) number of the call. The LOC is the first three digits for private network calls. This intrinsic applies to voice contacts only. Script syntax Return type This intrinsic returns an LOC. Example In this example, calls are played the appropriate recorded announcement based on the LOC number of the individual call.
Page 429: Network Call
In this example, if the call is not a network call, the caller receives a recorded announcement asking the caller to phone the local number. IF NOT NETWORK CALL THEN GIVE RAN wrong_number_ran_gv DISCONNECT END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 430: Npa
Intrinsics The value is the number plan area (NPA) or area code of the current call. This intrinsic applies to voice contacts only. Script syntax Return type This intrinsic returns an NPA. Example This script executes different sections of the script based on the area code of the caller.
Page 431: Nxx
This script executes different sections of the script based on the local exchange code of the caller. WHERE NXX EQUALS VALUE 491, 492, 493: EXECUTE North_Section VALUE 290, 291, 293: EXECUTE East_Section DEFAULT: EXECUTE All_Section END WHERE Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 432: Npanxx
Intrinsics NPANXX The value is the number plan area or area code as well as the local exchange code (NPANXX) of the current call. This intrinsic applies to voice contacts only. Script syntax NPANXX Return type This intrinsic returns an NPANXX. Example This script executes different sections of the script based on the area code and the local exchange code of the caller.
Page 433: On Hold
This intrinsic returns a True or False value to the script. Example This script plays music if a call is on hold. EVENT HANDLER EVENT CALL ON HOLD: GIVE MUSIC pop_music_gv END HANDLER Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 434: Queued
Intrinsics QUEUED The value indicates whether the call is queued in any local skillsets, network skillsets, or agent queues, or in an NACD queue (where the return value is True) or not (where the return value is False). This intrinsic applies to both voice and non-voice contacts. Script syntax QUEUED Return type...
Page 435 QUEUE TO NETWORK SKILLSET Service_SK WAIT 4 EXECUTE WaitLoop2 END IF WAIT 30 EXECUTE Waitloop SECTION WaitLoop2 WAIT 10 IF NOT QUEUED THEN GIVE IVR mmail WITH TREATMENT sorry_closed DISCONNECT END IF EXECUTE Waitloop2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 436: Route Number
Intrinsics ROUTE NUMBER The value is the route number of the current call. If some routes are more expensive than others, you can use this intrinsic to ensure that calls from expensive routes are treated quickly. This intrinsic applies to voice contacts only. Script syntax ROUTE NUMBER Return type...
Page 437: Transferred
(hello_again_ran_gv) because the TRANSFERRED intrinsic returns to a false state after transfer completion. IF TRANSFERRED THEN SECTION Tranfer_Loop /*force agent to complete transfer*/ GIVE RAN please_complete_transfer_ran_gv WAIT 20 EXECUTE Transfer_Loop Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 438 Intrinsics ELSE GIVE RAN hello_again_ran_gv END IF Standard 8.04 Contact Center Manager...
Page 439: Section E: Open Queue Intrinsics
October 2007 Section E: Open Queue Intrinsics In this section Overview AGE OF CONTACT CONTACT DATA CONTACT TYPE ROUTE POINT Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 440: Overview
Intrinsics Overview This section on Open Queue intrinsics refers to intrinsics used with third-party applications. These intrinsics are intended for future PSO & third-party application developers. For more information about using these intrinsics and scripting guidelines for Contact Center Multimedia contacts, see “Scripting for Multimedia and Outbound”.
Page 441: Age Of Contact
In this example, an e-mail contact receives special handling if the age of the contact is greater than 500 seconds. IF CONTACT TYPE = g_EMAIL_gv THEN IF AGE OF CONTACT > 500 THEN /* Special Handling */ END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 442: Contact Data
Intrinsics CONTACT DATA Use the CONTACT DATA intrinsic to return specific pieces of custom information associated with the contact. The intrinsic information is associated with the contact at time of contact creation and is stored with the contact in key/ value string pairs.
Page 443 ASSIGN CONTACT DATA "%SKILLSET%mySkillset" TO skillset_cv ASSIGN CONTACT DATA "%PRIORITY%myPriority" TO priority_cv QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Returned data type Agent ID Date Integer...
Page 444 Intrinsics Example 2 This example specifies date and time return types for a callback using information stored with the contact. ASSIGN CONTACT DATA "%TIME%myTime" TO time_cv ASSIGN CONTACT DATA "%DATE%myDate" TO date_cv SECTION wait_loop IF (((date_cv = DATE) AND (time_cv > TIME OF DAY)) OR (date_cv >...
Page 445 ASSIGN CONTACT DATA "myAccountType" TO string_cv WHERE string_cv EQUALS VALUE "GOLD": QUEUE TO SKILLSET gold_ss VALUE "PLATINUM": QUEUE TO SKILLSET platinum_ss VALUE "BRONZE": QUEUE TO SKILLSET bronze_ss DEFAULT: QUEUE TO SKILLSET general_ss END WHERE WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 446: Contact Type
Intrinsics CONTACT TYPE This intrinsic returns the contact type of the contact. With the release of Contact Center Manager Server 6.0, multimedia contacts such as e-mail, Web communication, outbound, and video can be routed to agents through the Contact Management Framework using the Communication Control Toolkit. This intrinsic can also be used to screen contacts and ensure that voice and multimedia contacts are not using the same scripts or call flows.
Page 447 In this example, scripts are executed based on their CONTACT TYPE. WHERE CONTACT TYPE EQUALS VALUE c_contact_type_email_gv: EXECUTE SCRIPT email_handler VALUE c_contact_type_voice_gv: EXECUTE SCRIPT voice_handler DEFAULT: EXECUTE SCRIPT voice_handler END WHERE Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 448: Route Point
Intrinsics ROUTE POINT The ROUTE POINT intrinsic represents the anchor point for a contact and is a multimedia equivalent to the CDN for a voice contact to represent the route point for all contact types. The ROUTE POINT is a software-only address you define and acquire in Contact Center Manager Administration.
Page 449 WAIT 2 ELSE EXECUTE NightCheck END IF END IF QUIT SECTION NightCheck WAIT looptimer IF NOT OUT OF SERVICE skillset_cv THEN QUEUE TO SKILLSET skillset_cv WITH PRIORITY priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Intrinsics...
Page 450 Intrinsics ELSE IF NOT OUT OF SERVICE default_skillset_cv THEN ELSE END IF END IF EXECUTE NightCheck QUEUE TO SKILLSET default_skillset_cv WITH PRIORITY priority_cv WAIT 2 EXECUTE NightCheck Standard 8.04 Contact Center Manager...
Page 451: Uri
URI. IF CONTACT TYPE = c_EMAIL_gv THEN IF ROUTE POINT = g_ROUTEPOINT_gv THEN IF URI = g_URI_gv THEN END IF END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX QUEUE TO SKILLSET EM_URI Intrinsics...
Page 452 Intrinsics Standard 8.04 Contact Center Manager...
Page 453: Script Expressions
C h a p t e r 1 2 Script expressions In this chapter Overview Logical expressions Mathematical expressions Relational expressions Order of operations Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 454: Overview
Script expressions Overview This chapter describes the expressions that you can use in your scripts to test for various conditions: logical expressions (for example, NOT, AND, OR) mathematical expressions (for example, multiplication, division, addition, and subtraction) relational expressions (for example, greater than or less than) This chapter also explains how to control the order in which operations are performed.
Page 455: Logical Expressions
06:00 p.m. After 06:00 p.m., and on Saturday and Sunday, the department is closed. IF (TIME OF DAY = business_hours_gv) AND DAY OF WEEK = weekdays_gv) THEN GIVE RAN open_ran_gv ELSE GIVE RAN closed_ran_gv DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX Script expressions...
Page 456 Script expressions END IF The following table illustrates the conditions under which calls are given open call treatment in Example 1. Expression Example 2 The BestAir customer service department is open Monday to Friday, from 08:00 a.m. to 06:00 p.m. After 06:00 p.m., and on Saturday and Sunday, the department is closed.
Page 457 Example 3. Expression AND NOT AND NOT AND NOT AND NOT Scripting Guide for Communication Server 1000/Meridian 1 PBX Is it after Is it Saturday 06:00 p.m.? or Sunday? Is it the 1st or 15th day...
Page 458: Mathematical Expressions
Script expressions Mathematical expressions This section describes the mathematical expressions that you can use in your scripts to test for different conditions. Addition Symbol Description The Addition expression (plus sign) adds two values of the same type. This expression can be used with numerical constants, variables, and expressions that return the data types Integer and Seconds.
Page 459 The Subtraction expression (dash) subtracts the second value from the first value of the same type and can be used with numerical constants, variables, and expressions that return the data types Integer and Seconds. Scripting Guide for Communication Server 1000/Meridian 1 PBX Script expressions...
Page 460: Relational Expressions
Script expressions Relational expressions You can use relational expressions to compare the values of intrinsics, variables, and constants. The data type on each side of the comparison equation must be the same for the comparison to be a valid expression. Comparison expressions are used to evaluate a specific situation.
Page 461 Equal Symbol Description The Equal expression compares two values of the same type to see if they are equal or if they are of the same set (list or range). Scripting Guide for Communication Server 1000/Meridian 1 PBX Script expressions...
Page 462 Script expressions Not Equal Symbol < > Description The Not Equal expression compares two values of the same type to see if the first value is different from the second value or if the value on the left is not in the set (list or range) of values on the right.
Page 463 < = Description The Less Than or Equal expression compares two values of the same type to see if the first value is less than or equal to the second value. Scripting Guide for Communication Server 1000/Meridian 1 PBX Script expressions...
Page 464: Order Of Operations
Script expressions Order of operations When you evaluate conditional expressions, the expression with the highest precedence (importance) is evaluated first, then the one with the second highest precedence, and through to the expression with the lowest precedence. When expressions appear more than once, or when two expressions with equal importance appear in the same expression, they are evaluated from left to right.
Page 465: Applications
C h a p t e r 1 3 Applications In this chapter Overview Applications and application thresholds Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 466: Overview
Applications Overview This chapter describes the following topics: how to view the list of applications that are defined on the system how to create new application thresholds how to view the thresholds assigned to an application how to change the threshold class assigned to an application What is an application ID? An application ID is a unique identifier of a master or primary script.
Page 467: Applications And Application Thresholds
20 seconds, the service level objective is not met. A caller waits for 21 seconds, and then the call is answered. The call is pegged as Answered After Threshold. Scripting Guide for Communication Server 1000/Meridian 1 PBX Applications...
Page 468 Applications To view applications In Contact Center Manager Administration, open the Scripting window . Expand the system tree in the Scripting window. Click the appropriate server. Result: The Script Manager appears with the expanded server. Standard 8.04 Contact Center Manager...
Page 469 Select the application that you want to view. Application threshold classes must be created in the Threshold Classes window in the Configuration component of Contact Center Manager Administration before they can be applied to an application. Scripting Guide for Communication Server 1000/Meridian 1 PBX Applications...
Page 470 Applications To create a new application threshold From the Contact Center Manager Administration Launchpad, choose Configuration. Result: The Configuration window appears. Expand the desired server. Standard 8.04 Contact Center Manager...
Page 471 Scripting component of Contact Center Manager Administration. You can see which threshold class is assigned to every application on a server and you can view the threshold levels defined within the threshold class. Scripting Guide for Communication Server 1000/Meridian 1 PBX Applications...
Page 472 Applications To view the thresholds assigned to an application From the system tree in Scripting, expand the server on which the application is located. Result: The server expands to reveal a choice of folders. Click the Application Thresholds folder. Result: The Application Thresholds window appears. Tip: If you require access to application thresholds but do not see this folder, you do not have access to application thresholds under the selected server.
Page 473 To edit application threshold classes From the system tree in Scripting, select the server on which you want to edit the application threshold class. Result: The server expands to reveal a choice of folders. Scripting Guide for Communication Server 1000/Meridian 1 PBX Applications...
Page 474 Applications Click the Application Thresholds folder. Result: The Application Thresholds window appears. Tip: If you require access to application thresholds but do not see this folder, you do not have access to application thresholds under the selected server. Contact your administrator and request Application Thresholds access.
Page 475 To disable statistics, clear the Enabled check box beside the statistics that you want to remove from the threshold class. Result: The system automatically removes the statistic from the threshold class. Scripting Guide for Communication Server 1000/Meridian 1 PBX Applications...
Page 476 Applications Standard 8.04 Contact Center Manager...
Page 477: Using Sample Scripts
C h a p t e r 1 4 Using sample scripts In this chapter Overview Section A: Getting started with sample scripts Section B: Common scripts Section C: Network Skill-Based Routing scripts Section D: Nodal Routing examples Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 478: Overview
Using sample scripts Overview Nortel provides sample scripts with Contact Center Manager to get you started on your server scripts. Section A: “Getting started with sample scripts,” on page 479, explains how to create the initial scripts that you must get started and how to edit the master script.
Page 479: Section A: Getting Started With Sample Scripts
October 2007 Section A: Getting started with sample In this section Overview Creating the initial scripts Editing the master script Scripting Guide for Communication Server 1000/Meridian 1 PBX scripts Using sample scripts...
Page 480: Overview
Voice Prompt Editor for Meridian Mail and Application Builder for CallPilot. For more information about Voice Prompt Editor, see the Nortel Contact Center Manager Administrator’s Guide. For more information about Application Builder, see the CallPilot Application Builder Guide.
Page 481 “Creating the initial scripts” on page 482 “Editing the master script” on page 488 When you complete these procedures, you can test the scripts by placing calls to your contact center. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 482: Creating The Initial Scripts
Using sample scripts Creating the initial scripts This section explains how to create initial scripts from the sample scripts provided with Contact Center Manager. Create these scripts to test how calls are handled when they arrive at Contact Center Manager. The sample scripts directory contains a subdirectory named routing examples.
Page 483 Result: The Web Scripts Editor appears. Choose File > Import. Result: A dialog box appears prompting you for the location of the script that you want to import. Select From Server. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 484 Using sample scripts From the server list, expand the folder list to SampleScripts > CS1000 (M1)_samples > Routing_Examples > Nodal Examples > Secondary. Tip: By importing the secondary script first, you ensure that validation does not fail when validating the primary script because the primary script references the secondary script.
Page 485 Result: A blank Web Scripts Editor page appears. Choose File > Import. Result: A dialog box appears prompting you for the location of the script that you want to import. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 486 Using sample scripts From the server list, expand the folder list to SampleScripts > CS1000 (M1)_samples > Routing_Examples > Nodal Examples > Primary. Select the primary sample script that you want to create. For example, select the script c_primary_one.s. Click OK to import the script. From the Web Scripts Editor, choose File >...
Page 487 Tip: If the validation fails, it can be because of a missing variable or a variable of the wrong type. To find which variables you need for each script, see the script that you want to use in the following sections. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 488: Editing The Master Script
Using sample scripts Editing the master script This section explains how to import the contents of the sample script c_Master_with_Exception_Checks into a new script. The script you create serves as the master script for Contact Center Manager. Editing the master script Open the Scripting window.
Page 489 Double-click Master_Script. Result: The Web Scripts Editor page appears. Choose File > Import. Result: A dialog box appears prompting you for the location of the script you want to import. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 490 Using sample scripts From the server list, expand the folder list to SampleScripts > CS1000 (M1)_samples > Routing_Examples > Nodal Examples > Master. Select c_Master_with_Exception_Checks.s. Click OK to import the script. From the Web Scripts Editor page, choose File > Activate. Result: The script is automatically validated.
Page 491: Section B: Common Scripts
October 2007 Section B: Common scripts In this section Overview c_Basic c_Basic_Backup_Skillset c_Emergency_Boolean c_Emergency_Skillset_Check c_Excess_Call_Volume_Give_Busy c_Expected_Wait_Message c_Forced_Announcement c_Holiday_Broadcast_Announcement c_Priority_in_Queue_DNIS Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 492: Overview
Overview Contact Center Manager provides nine common scripts that you can use in your contact center. The sample scripts are in the directory C:\Program Files\Nortel Networks\WClient\Server\SampleScripts. The sample scripts serve as primary scripts. You do not need to reference any scripts to test call routing in your contact center when you use these scripts, but all variables used in the sample scripts must be defined before you validate the scripts.
Page 493: C_Basic
2. weekend_gv 3. closed_hours_gv 4. first_ran 5. second_ran 6. closed_ran 7. dayclosed_ran 8. treatment_timer_gv 9. music_route Scripting Guide for Communication Server 1000/Meridian 1 PBX - DATE (holiday dates) - DAY (contains Saturday and Sunday) - TIME (value for closed hours)
Page 494 Using sample scripts IF (DATE = holidays_gv) OR (DAY OF WEEK = weekends_gv) OR (TIME OF DAY = closed_hours_gv) THEN GIVE RAN closed_ran DISCONNECT END IF IF OUT OF SERVICE skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT END IF QUEUE TO SKILLSET skillset_sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first_ran...
Page 495: C_Basic_Backup_Skillset
Global Variable List: 1. holidays_gv 2. weekend_gv 3. closed_hours_gv 4. first_ran 5. second_ran 6. closed_ran 7. dayclosed_ran Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DAY (contains Saturday and Sunday) - TIME (value for closed...
Page 496 Using sample scripts 8. treatment_timer_gv 9. music_route IF (DATE = holidays_gv) OR (DAY OF WEEK = weekend_gv) OR (TIME OF DAY = closed_hours_gv) THEN GIVE RAN closed_ran DISCONNECT END IF IF OUT OF SERVICE skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT END IF QUEUE TO SKILLSET skillset_sk WAIT 2...
Page 497 October 2007 ELSE END IF END IF GIVE RAN second_ran EXECUTE WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX IF OUT OF SERVICE backup_skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT ELSE QUEUE TO SKILLSET backup_skillset_sk WAIT 2 END IF QUEUE TO SKILLSET skillset_sk...
Page 498: C_Emergency_Boolean
Using sample scripts c_Emergency_Boolean Function In this script, a test determines if there is an emergency in the contact center. If so, callers receive a recorded announcement and are disconnected. If there is no emergency, and agents with the required skillset are available to answer the call, it is queued to that skillset.
Page 499 GIVE IVR INTERRUPTIBLE mmail_gv WITH TREATMENT tip1_msg_gv WAIT 60 IF NOT QUEUED THEN IF OUT OF SERVICE skillset_cv THEN ELSE Scripting Guide for Communication Server 1000/Meridian 1 PBX EXECUTE DayClosed QUEUE TO SKILLSET skillset_sk WAIT 2 EXECUTE DayClosed QUEUE TO SKILLSET skillset_cv...
Page 500 Using sample scripts END IF END IF GIVE IVR INTERRUPTIBLE mmail_gv WITH TREATMENT still_busy_msg2_gv WAIT 90 IF NOT QUEUED THEN IF OUT OF SERVICE skillset_cv THEN ELSE END IF END IF GIVE IVR INTERRUPTIBLE mmail WITH TREATMENT tip2_msg_gv WAIT 60 EXECUTE ClosedCheckLoop SECTION ClosedCheckLoop IF NOT QUEUED THEN...
Page 501 October 2007 SECTION DayClosed GIVE IVR mmail_gv WITH TREATMENT day_closed_msg_gv DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 502: C_Emergency_Skillset_Check
Using sample scripts c_Emergency_Skillset_Check Function In this script, a test determines if the contact center is closed because the day is a holiday, Saturday or Sunday, or if the time is after business hours. If so, the caller hears a recorded announcement and is disconnected. If the contact center is not closed, a test determines if there is an emergency in the contact center.
Page 503 WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first_ran GIVE MUSIC music_route SECTION WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX - RAN (RAN route for second announcement) - RAN (RAN route for night...
Page 504 Using sample scripts WAIT treatment_timer_gv IF NOT OUT OF SERVICE emergency_sk THEN GIVE RAN emergency_ran DISCONNECT END IF IF NOT QUEUED THEN IF OUT OF SERVICE skillset_sk THEN ELSE END IF END IF GIVE RAN second_ran EXECUTE WaitLoop GIVE RAN dayclosed_ran DISCONNECT QUEUE TO SKILLSET skillset_sk WAIT 2...
Page 505: C_Excess_Call_Volume_Give_Busy
8. dayclosed_ran 9. treatment_timer_gv 10.music_route IF (DATE = holidays_gv) OR (DAY OF WEEK = weekend_gv) OR (TIME OF DAY = closed_hours_gv) THEN Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DAY (contains Saturday...
Page 506 Using sample scripts GIVE RAN closed_ran DISCONNECT END IF IF OUT OF SERVICE skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT END IF IF (QUEUED COUNT skillset_sk > skillset_threshold_gv) THEN GIVE BUSY END IF QUEUE TO SKILLSET skillset_sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first_ran GIVE MUSIC music_route SECTION WaitLoop]...
Page 507: C_Expected_Wait_Message
Note: Replace skillset_sk with the desired skillset name. Global Variable List: 1. holidays_gv 2. weekend_gv 3. closed_hours_gv 4. night_ran 5. emergency_ran 6. short_delay_ran Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DAY (contains Saturday and Sunday) - TIME...
Page 508 Using sample scripts 7. agents_busy_ran 8. dayclosed_ran 9. long_wait_message_vs 10.exp_wait_greeting_vs 11.minutes_vs 12.please_hold_vs 13.exp_wait_apology_vs 14.loop_time_gv 15.soft_music Call Variable List: 1. expwait_rounded_mins_cv IF (DATE = holidays_gv) OR (DAY OF WEEK = weekend_gv) OR (TIME OF DAY = closed_hours_gv) THEN GIVE RAN night_ran DISCONNECT END IF IF OUT OF SERVICE skillset_sk THEN...
Page 509 OPEN VOICE SESSION PLAY PROMPT VOICE SEGMENT exp_wait_greeting_vs NUMBER expwait_rounded_mins_cv VOICE SEGMENT minutes_vs VOICE SEGMENT please_hold_vs END VOICE SESSION WAIT 2 GIVE MUSIC soft_music WAIT 40 GIVE RAN agents_busy_ran Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 510 Using sample scripts SECTION CheckAge WAIT loop_time_gv IF NOT QUEUED THEN IF OUT OF SERVICE skillset_sk ELSE END IF END IF IF AGE OF CALL > (expwait_rounded_mins_cv * 60) THEN /*need to convert to secs*/ GIVE CONTROLLED BROADCAST ANNOUNCEMENT EXECUTE WaitLoop END IF EXECUTE CheckAge SECTION WaitLoop...
Page 511 October 2007 GIVE RAN dayclosed_ran DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 512: C_Forced_Announcement
Using sample scripts c_Forced_Announcement Function In this script, a test determines if agents with the required skillset are available to answer the call. If so, the caller hears an entire recorded announcement, and the call is then queued to the skillset. While the caller is waiting, the call is repeatedly checked to determine if it is still queued.
Page 513 IF NOT QUEUED THEN IF OUT OF SERVICE skillset_sk THEN ELSE END IF END IF GIVE RAN second_ran EXECUTE WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX ROUTE CALL mailbox_gv QUEUE TO SKILLSET skillset_sk WAIT 2 Using sample scripts...
Page 514: C_Holiday_Broadcast_Announcement
If agents are available to answer the call, it is requeued to the skillset. The GIVE CONTROLLED BROADCAST feature is not supported on a CS 1000E platform. For more information, see Nortel Product Bulletin P-2006-0312_Global. Script text /* Title: c_Holiday_Broadcast_Announcement Note: Replace skillset_sk with the desired skillset name.
Page 515 QUEUE TO SKILLSET skillset_sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first_ran Scripting Guide for Communication Server 1000/Meridian 1 PBX - RAN (RAN route for first announcement) - RAN (RAN route for second...
Page 516 Using sample scripts GIVE MUSIC music_route SECTION WaitLoop WAIT treatment_timer_gv IF NOT QUEUED THEN IF OUT OF SERVICE skillset_sk THEN ELSE END IF END IF GIVE RAN second_ran EXECUTE WaitLoop GIVE RAN dayclosed_ran DISCONNECT QUEUE TO SKILLSET skillset_sk WAIT 2 /* Allow time in case an agent is available */ Standard 8.04 Contact Center Manager...
Page 517: C_Priority_In_Queue_Dnis
6. dnis_3 7. first_ran 8. second_ran 9. closed_ran 10. dayclosed_ran 11. treatment_timer_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DAY (contains Saturdayand Sunday) - TIME (value for closed hours) - DNIS - DNIS...
Page 518 Using sample scripts 12. music_route Call Variable List: 1. sk_priority_cv IF (DATE = holidays_gv) OR (DAY OF WEEK = weekends_gv) OR (TIME OF DAY = closed_hours_gv) THEN GIVE RAN closed_ran DISCONNECT END IF IF OUT OF SERVICE skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT END IF WHERE DNIS EQUALS...
Page 519 IF OUT OF SERVICE skillset_sk THEN ELSE END IF END IF GIVE RAN second_ran EXECUTE WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX GIVE RAN dayclosed_ran DISCONNECT QUEUE TO SKILLSET skillset_sk WITH PRIORITY sk_priority_cv WAIT 2 /* Allow time in case an agent is...
Page 520 Using sample scripts Standard 8.04 Contact Center Manager...
Page 521: Section C: Network Skill-Based Routing Scripts
October 2007 Section C: Network Skill-Based Routing In this section Overview c_NSBR_Basic c_NSBR_Primary c_NSBR_Distribution c_Network Scripting Guide for Communication Server 1000/Meridian 1 PBX scripts Using sample scripts...
Page 522: Overview
If you purchased the Network Skill-Based Routing (NSBR) option, you can use the following sample scripts to test the routing of calls from one Contact Center Manager site to another. The sample scripts are located in the directory C:\Program Files\Nortel Networks\WClient\Server\SampleScripts\CS1000 (M1)_samples\NSBR. Standard 8.04...
Page 523: C_Nsbr_Basic
7. mailbox_gv IF (DATE = holiday_gv) OR (DAY OF WEEK = weekend_gv) OR (TIME OF DAY = closed_hrs_gv) THEN GIVE RAN ran_nite_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DAY (weekend days:...
Page 524 Using sample scripts DISCONNECT END IF IF NOT OUT OF SERVICE skillset_sk THEN QUEUE TO SKILLSET skillset_sk WAIT 2 END IF QUEUE TO NETWORK SKILLSET skillset_network_sk WAIT 4 /* Just in case an agent is idle*/ GIVE RAN ran_greeting_gv GIVE MUSIC music_soft_gv SECTION WaitLoop WAIT 20 IF NOT QUEUED THEN...
Page 525: C_Nsbr_Primary
4. nite_ran 5. first_ran 6. second_ran 7. soft_music 8. backup_skillset_sk 9. nacd_q 10. too_old_gv 11. mailbox_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (dates for holidays) - DAY (days of week) - TIME (hours closed)
Page 526 Using sample scripts IF (DATE = holidays_gv) OR (DAY OF WEEK = weekend_gv) OR (TIME OF DAY = afterhours_gv) THEN GIVE RAN nite_ran DISCONNECT END IF IF NOT OUT OF SERVICE skillset_sk THEN QUEUE TO SKILLSET skillset_sk WAIT 2 END IF QUEUE TO NETWORK SKILLSET skillset_sk WAIT 4 GIVE RAN first_ran...
Page 527 EXECUTE AgeCheck END IF GIVE RAN second_ran EXECUTE WaitLoop2 SECTION AgeCheck WAIT 30 IF AGE OF CALL >= too_old_gv THEN ROUTE CALL mailbox_gv END IF GIVE RAN second_ran EXECUTE AgeCheck Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 528: C_Nsbr_Distribution
Using sample scripts c_NSBR_Distribution Function This script is used to route a call from one Contact Center Manager site to another. The script first performs a mathematical calculation to determine if the number of idle agents in a specific skillset is less than or equal to the number of logged-on agents divided by an agent logged-on ratio.
Page 529 WAIT 4 END IF GIVE RAN first_ran GIVE MUSIC soft_music SECTION WaitLoop WAIT 20 IF NOT QUEUED THEN GIVE RAN nite_ran DISCONNECT END IF GIVE RAN second_ran EXECUTE WaitLoop Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 530: C_Network
Using sample scripts c_Network Function This script is used in the event that a call is routed to an agent at a remote site but it is returned to the queue because the agent at the remote site became unavailable. When the call is returned to the local queue, the caller hears music and a recorded announcement.
Page 531: Section D: Nodal Routing Examples
October 2007 Section D: Nodal Routing examples In this section Overview c_Master_Handles_Call_Transfers c_Master_with_Exception_Checks c_Master_with_Menus c_Primary_One c_Primary_Two c_Primary_Three c_Primary_Four c_Primary_Five c_Common_Secondary Scripting Guide for Communication Server 1000/Meridian 1 PBX Using sample scripts...
Page 532: Overview
Using sample scripts Overview The sample scripts are available through Contact Center Manager Administration Scripting. Using the Import dialog box, they are found in the sample scripts folder. This directory contains three types of scripts: master, primary, and secondary. Master and primary scripts must reference a lower-level script to function properly.
Page 533: C_Master_Handles_Call_Transfers
/* Agent is transferring the call back into the CDN 'transfer_cdn_gv'*/ ASSIGN 0 TO selection_cv OPEN VOICE SESSION Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - CDN (value of transfer - VOICE SEGMENT (file & - VOICE SEGMENT (file &...
Page 534 Using sample scripts END VOICE SESSION WAIT 20 DISCONNECT ELSE /* Caller is redirected to a script after the Agent WHERE selection_cv EQUALS END WHERE END IF END IF WHERE CDN EQUALS VALUE <CDN>: EXECUTE SCRIPT <script name> VALUE <CDN>: EXECUTE SCRIPT <script name> VALUE <CDN>: EXECUTE SCRIPT <script name>...
Page 535: C_Master_With_Exception_Checks
3. spec_holidayhrs_gv 4. call_center_emerg_gv 5. mmail_qv 6. call_center_emerg_msg_gv - TREATMENT DN (message 7. transfer_CDN 8. holiday_ran_gv IF (DATE = holiday_gv) Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DATE (special holiday dates) - TIME...
Page 536 Using sample scripts OR (DATE = spec_holiday_gv AND TIME OF DAY = spec_holidayhrs_gv) THEN GIVE RAN holiday_ran_gv DISCONNECT END IF IF call_center_emerg_gv THEN GIVE IVR mmail_gv WITH TREATMENT call_center_emerg_msg_gv DISCONNECT END IF IF CDN = transfer_CDN THEN IF TRANSFERRED THEN GIVE RINGBACK WAIT 6 /* wait for blind transfer complete */ ELSE...
Page 537: C_Master_With_Menus
2. spec_holiday_gv 3. spec_holidayhrs_gv 4. call_center_emerg_gv 5. mmail_qv 6. call_center_emerg_msg_gv - TREATMENT DN (message 7. weekend_gv 8. closedhrs_gv 9. closed_ran_gv Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - DATE (holiday dates) - DATE (special holiday dates) - TIME...
Page 538 Using sample scripts 10. greeting_vs 11. main_menu_vs 12. pls_hold_vs Call Variable List: 1. menu_choice_cv 2. loop_cv IF (DATE = holiday_gv) OR (DATE = spec_holiday_gv AND TIME OF DAY = spec_holidayhrs_gv) THEN EXECUTE SCRIPT Holiday_Closed END IF IF call_center_emerg_gv THEN GIVE IVR mmail_q WITH TREATMENT call_center_emerg_msg_gv DISCONNECT END IF WHERE CDN EQUALS...
Page 539 VALUE 2: EXECUTE SCRIPT VALUE 3: EXECUTE SCRIPT VALUE 4: EXECUTE SCRIPT VALUE 5: EXECUTE SCRIPT DEFAULT: END WHERE Scripting Guide for Communication Server 1000/Meridian 1 PBX /* initially sets value to 0 */ VOICE SEGMENT main_menu_vs <Script_Name> <Script_Name> <Script_Name>...
Page 540 Using sample scripts The c_Master_with_Menus sample script executes the main menu again if the caller does not make a valid menu choice. Nortel strongly recommends that the script check if the caller selected a valid menu choice and, if not, repeat the menu in the one OPEN/END VOICE SESSION.
Page 541: C_Primary_One
2. skillset_cv 3. time_loop_cv ASSIGN 100 TO ran_cv ASSIGN A_skillset_sk TO skillset_cv ASSIGN 20 TO time_loop_cv EXECUTE SCRIPT c_Common_Secondary Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - RAN (holds assigned ran route value) - SKILLSET (holds assigned...
Page 542: C_Primary_Two
Using sample scripts c_Primary_Two Function This primary script defines the values of call variables and then directs the call to a common secondary script. Script text /* c_Primary_Two Call Variable List: 1. ran_cv 2. skillset_cv 3. time_loop_cv ASSIGN 101 TO ran_cv ASSIGN B_skillset_sk TO skillset_cv ASSIGN 40 TO time_loop_cv EXECUTE SCRIPT c_Common_Secondary...
Page 543: C_Primary_Three
2. skillset_cv 3. time_loop_cv ASSIGN 103 TO ran_cv ASSIGN C_skillset_sk TO skillset_cv ASSIGN 30 TO time_loop_cv EXECUTE SCRIPT c_Common_Secondary Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - RAN (holds assigned ran route value) - SKILLSET (holds assigned...
Page 544: C_Primary_Four
Using sample scripts c_Primary_Four Function This primary script defines the values of call variables and then directs the call to a common secondary script. Script text /* Title: c_Primary_Four Call Variable List: 1. ran_cv 2. skillset_cv 3. time_loop_cv ASSIGN 104 TO ran_cv ASSIGN D_skillset_sk TO skillset_cv ASSIGN 50 TO time_loop_cv EXECUTE SCRIPT c_Common_Secondary...
Page 545: C_Primary_Five
2. skillset_cv 3. time_loop_cv ASSIGN 105 TO ran_cv ASSIGN E_skillset_sk TO skillset_cv ASSIGN 30 TO time_loop_cv EXECUTE SCRIPT c_Common_Secondary Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: - RAN (holds assigned ran route value) - SKILLSET (holds assigned...
Page 546: C_Common_Secondary
Using sample scripts c_Common_Secondary Function In this script, a test determines if the contact center is closed because the day is a holiday, Saturday or Sunday, or the time is after business hours. If so, the caller hears a recorded announcement and is disconnected; otherwise, the caller hears a message stating that the call may be recorded, and then the call is queued to the appropriate skillset.
Page 547 ELSE END IF END IF GIVE IVR INTERRUPTIBLE ivrdn WITH TREATMENT agents_busy_gv EXECUTE Wait_Loop Scripting Guide for Communication Server 1000/Meridian 1 PBX /* session may be recorded message*/ GIVE IVR ivrdn WITH TREATMENT system_unavailable_gv DISCONNECT QUEUE TO SKILLSET skillset_cv WAIT 2...
Page 548 Using sample scripts Standard 8.04 Contact Center Manager...
Page 549: Troubleshooting
A p p e n d i x A Troubleshooting In this appendix Overview Script execution problems Voice processing problems Networking problems Phantom calls Validation errors Validation option rules Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 550: Overview
Troubleshooting Overview This appendix provides troubleshooting information and tips in case you experience problems with your scripting process. Standard 8.04 Contact Center Manager...
Page 551: Script Execution Problems
The ASSIGNED command is now the ASSIGN TO command. The ASSIGNED command cannot run if it used within an OPEN VOICE SESSION; however, it continues to run in all other instances. Nortel recommends that you use the ASSIGN TO command in your scripts.
Page 552 Troubleshooting In this example, a call is queued to the sales skillset, and then the caller is given a recorded announcement. Every 30 seconds, a loop is used to test whether the call is still in a queue or if agents are logged on to the sales skillset. QUEUE TO SKILLSET sales_sk WAIT 10 SECTION LoopForever...
Page 553 The call must first be given treatment using any other command before any of the preceding commands are used in a script. This script execution problem applies to voice contacts only. Scripting Guide for Communication Server 1000/Meridian 1 PBX Troubleshooting...
Page 554: Voice Processing Problems
Troubleshooting Voice processing problems The following sections describe possible problems with voice processing. GIVE IVR treatment fails If a GIVE IVR treatment to a voice messaging system such as Meridian Mail or CallPilot fails, you must ensure the following details are correct: On Contact Center Manager, the IVR DN is configured correctly and is acquired.
Page 555 Contact Center Manager Server, on Meridian Mail, or on CallPilot. This behavior can also be caused by servers that are not synchronized or voice ports that are not in a correct state. Scripting Guide for Communication Server 1000/Meridian 1 PBX Troubleshooting...
Page 556 Troubleshooting For information about how to ensure that voice processing treatments are executed successfully, see the Contact Center Manager, Communication Server 1000 and Voice Processing Guide. Callers hear the wrong message Callers hear a message different from the one indicated by the voice processing command.
Page 557 Contact Center Manager loses control of the call. When you use the GIVE IVR command, always transfer the call to an ACD-DN. For information about the GIVE IVR command in SIP-enabled contact centers, see “GIVE IVR” on page 677. Scripting Guide for Communication Server 1000/Meridian 1 PBX Troubleshooting...
Page 558 Troubleshooting Callers hear a broadcast announcement too many times The caller hears a broadcast announcement repeated several times. This behavior occurs only if the script repeats the same voice segment within the GIVE CONTROLLED BROADCAST command. For example: GIVE CONTROLLED BROADCAST PLAY PROMPT VOICE SEGMENT welcome_vs VOICE SEGMENT welcome_vs...
Page 559: Networking Problems
REMOVE FROM NACD REMOVE FROM NETWORK SKILLSET PRIORITY IN NETWORK QUEUE (intrinsic) Do not use the preceding commands or intrinsic in the network script as they cause script execution to stop. Scripting Guide for Communication Server 1000/Meridian 1 PBX Troubleshooting...
Page 560 Troubleshooting Queue to Network Skillset command does not successfully route call This situation occurs only if you purchased the NSBR option. If you attempt to route a call to another Contact Center Manager site using the Queue to Network Skillset command, yet the call does not arrive at the site, the network communication link between the sites may not be functioning properly.
Page 561: Phantom Calls
Contact Center Manager Service Updates (SU) dedicated voice ports to Contact Center Manager; the server must not share voice ports with other applications created separate ACD-DNs for GIVE IVR and ACCESS voice ports Scripting Guide for Communication Server 1000/Meridian 1 PBX Troubleshooting...
Page 562 Troubleshooting Solution Verify that your system is configured correctly. For more information, see the Contact Center Manager, Communication Server 1000 and Voice Processing Guide. If the problem persists, contact Nortel customer support. Standard 8.04 Contact Center Manager...
Page 563: Validation Errors
An end-of-file is encountered in the script in the middle of a statement. Scripting Guide for Communication Server 1000/Meridian 1 PBX Description An end-of-comment symbol (*/) is missing. Insert the symbol at the end of commented text. A syntax error can occur when the Script Validator cannot understand a command because of a missing or incorrect keyword.
Page 564 Troubleshooting Error Error message A carriage return is encountered in a string literal before the closing quotation marks. An end-of-file is encountered in a string literal before the closing quotation marks. String literals cannot be longer than 80 characters. Valid integer constants cannot be greater than 1999999999 or less than –...
Page 565 WildCLID was used (Wildcards @/? in WildCLID were used improperly.) Scripting Guide for Communication Server 1000/Meridian 1 PBX Description An invalid day of month is specified in the line indicated by the Script Validator. Make sure that the day of month is from 1 to 31.
Page 566 Troubleshooting Error Error message Char not valid in language ({, |, and so on) was encountered. Sets (lists and ranges) must contain elements of the same type, and variables cannot (currently) be mixed with constants, even if they are of the same type.
Page 567 Invalid type in Unary Minus operation. Scripting Guide for Communication Server 1000/Meridian 1 PBX Description You can use only a variable of class Item or a single constant number for a prompt. If you use a variable for the prompt indicated (by line number) by the Script Validator, make sure its class is set to Item.
Page 568 Troubleshooting Error Error message Invalid type (left side) in Addition operation. Invalid type (right side) in Addition operation. Invalid type (left side) in Subtraction operation. Invalid type (right side) in Subtraction operation. Invalid type (left side) in Multiplication operation. Invalid type (right side) in Multiplication operation.
Page 569 Greater Than or Equal To relational expression. Constants in range must be of same type. Scripting Guide for Communication Server 1000/Meridian 1 PBX Description The value on the right side of the Division operation is invalid. The left and right sides must be type Integer or Seconds.
Page 570 Troubleshooting Error Error message In a WHERE-EQUALS statement the Where expression must be of the same type as the value lists. The Where expression in the WHERE-EQUALS statement cannot be a set. Sets cannot be used on the left side of the Equal To operator.
Page 571 If this error still appears after revalidating the script, it can indicate a product problem. If this problem persists, report this error to your Nortel customer support representative. The values in the ASSIGN TO command in the line indicated by the Script Validator are not compatible.
Page 572 Troubleshooting Error Error message An undefined agent ID is used. An undefined script is referenced in the EXECUTE SCRIPT command. An undefined identifier is encountered. Illegal statement is used in Event statement. Division by zero is not allowed. An EXECUTE/SECTION label should not be the same as a variable name or a skillset name.
Page 573 LOC, NPA, NXX, NPANXX, String, Integer. Invalid use of keywords or punctuation. Scripting Guide for Communication Server 1000/Meridian 1 PBX Description The variable used with the ASSIGN TO command in the line indicated by the Script Validator is a global variable, which is not correct. You must delete the variable and create it again, this time choosing Call as the variable type.
Page 574 Server 200 application software package to use advanced commands. A server installation problem. Try to revalidate the script. If the problem persists, contact your Nortel customer support representative. A SEND REQUEST statement is missing before the GET RESPONSE statement. For more information, see “SEND REQUEST”...
Page 575 32 digits. Agent ID expression cannot be compared with constant ranges. Use variable instead. Scripting Guide for Communication Server 1000/Meridian 1 PBX Description The value assigned to the variable in the line indicated by the Script Validator is invalid. Change the value of the variable.
Page 576 Troubleshooting Error Error message Statement is part of Host Data Exchange API feature. Feature not purchased or error accessing database. Call Center Manager feature not purchased or error accessing database. Intrinsic not supported for ICM protocol. Call Data index out of range. Valid range is 1 to 10.
Page 577: Validation Option Rules
Rule 6 Simplify this statement as follows: IF OUT OF SERVICE <skillset_1>, <skillset_2>, <skillset_3>,...THEN... Scripting Guide for Communication Server 1000/Meridian 1 PBX Description Scripts cannot begin with this command. Any statements following this command are ignored. This statement must be the first statement...
Page 578 Troubleshooting Statement Rule 8 Insert IF NOT OUT OF SERVICE <skillset> THEN before the QUEUE TO SKILLSET command. Rule 9 Insert a WAIT command or an announcement treatment inside the loop. Rule Insert a test of the QUEUED intrinsic or AGE OF CALL intrinsic, and exit the loop if the call is not queued.
Page 579 This rule applies only if you purchased the Network Skill-Based Routing feature. Scripting Guide for Communication Server 1000/Meridian 1 PBX Description After a QUEUE TO NACD command is executed, it is not necessary to execute it again, regardless of ACD queue.
Page 580 Troubleshooting Statement Rule After the call is queued to NACD, only use the QUEUED intrinsic once. This rule applies only if you purchased the Network Skill-Based Routing feature. Description The QUEUED intrinsic is not useful to be tested in a loop if the call is already queued to NACD.
Page 581: Scripting Keywords
A p p e n d i x B Scripting keywords In this appendix Reserved keywords Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 582: Reserved Keywords
The words in this list are applicable only if your switch is a Communication Server 1000/Meridian 1 PBX. If you use this switch, you must consult both this list and the list for “Scripting keywords (non-switch specific)” on page 584, which lists all other keywords (non-switch specific).
Page 583 These Contact Center Manager script variables are automatically created when SIP is enabled on Contact Center Manager Server. ADDRESS HEADER im * interdigittimeout * notypeahead * numberofdigits * PARAMETERS PREFERRED promttoplay * RETURNS SERVICEURI SUBJECT termchar * Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting keywords...
Page 584 Scripting keywords TREATMENT urltopush * USER vars * VXML vxmlfrom * vxmlto* WHERE WITH Scripting keywords (non-switch specific) Consult this table for a list of keywords that are valid regardless of the switch that you use. %AGENT% %DATE% %PRIORITY% %SKILLSET% %TIME% ABANDON ACTIVE...
Page 585 October 2007 AGENT AGENTS AHEAD ANSWER ANSWERED APPLICATION APRIL ASSIGN ASSIGNED AUGUST AVERAGE BUSY CALL CALLS CHANGE CHARACTER CHINESE Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting keywords...
Page 586 Scripting keywords CLID CONSULTED CONTACT DATA CONTACT TYPE CONTINUOUS COUNT CUSTOMERID DATA DATE DECEMBER DEFAULT DEQUEUE DIALED DIGIT DIGITS DIRECT DISCONNECT DISTURB DNIS Standard 8.04 Contact Center Manager...
Page 587 October 2007 ELSE ENGLISH EQUALS EVENT EXECUTE EXPECTED FAIL FALSE FEBRUARY FOREVER FORWARD FRENCH FRIDAY FROM FROMADDRESS GERMAN GIVE Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting keywords...
Page 588 Scripting keywords HANDLER HOLD IDLE INCOMING INFO INTER INTO JANUARY JAPANESE JULY JUNE LANGUAGE LEAST LOCATION Standard 8.04 Contact Center Manager...
Page 589 October 2007 LOGGED LONGEST MARCH MONDAY MONTH MOST MUSIC NACD NAME NEXTYEAR NIGHT NOVEMBER NPANXX NUMBER Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting keywords...
Page 590 Scripting keywords NUMBERBYDIGIT OCTOBER OLDEST OPEN OVERFLOW PORTUGUESE POSITION PRESENT PRIORITY QUEUE QUEUED QUEUES QUEUETYPE QUIT RATE Standard 8.04 Contact Center Manager...
Page 591 October 2007 RECEIVED RELEASED REMOVE REQUEST RESPONSE RETRIEVE RETURN RINGBACK RINGING ROUTE ROUTEPOINT SATURDAY SCRIPT SECTION SEND SEPTEMBER SERVICE SESSION SILENCE SKILLSET Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting keywords...
Page 592 Scripting keywords SPANISH SPEED SUCCESS SUNDAY TERMINATING THEN THURSDAY TIME TIMEOUT TIMER TOADDRESS TOTAL TRUE TUESDAY TYPE VALUE VOICE WAIT WAITING WEDNESDAY Standard 8.04 Contact Center Manager...
Page 593 October 2007 Scripting keywords WEEK Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 594 Scripting keywords Standard 8.04 Contact Center Manager...
Page 595: Using Hdx
A p p e n d i x C Using HDX In this appendix Using Provider Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 596: Using Provider
Using HDX Using Provider Provider (provider.exe) is an application that receives contact center script information over the Host Data Exchange (HDX) interface between the Contact Center Manager Server (provider.exe host) and the Contact Center Manager Administration server (scripts). Also, you can configure Provider to return information to the contact center script because Provider has a receiving side and a sending side.
Page 597: Service Provider
October 2007 Service Provider The following is an image of the Service Provider main page in the Provider application. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using HDX...
Page 598 Using HDX Functionality The following table describes the fields in the Provider application. Provider component Main Main Main Main Provider subcomponent Functionality Server Site IP To connect to Contact Center Address box Manager Server, you must enter the CLAN IP address of the server. Use this box with the Connect to Server button.
Page 599 October 2007 Provider component Request Data Request Data Request Data Request Data Request Data Scripting Guide for Communication Server 1000/Meridian 1 PBX Provider subcomponent Functionality Don't Show If enabled, no information is returned Received Data to Provider (Request Data) from the...
Page 600 Using HDX Provider component Request Data Request Data Main Main Main Main Main Main Main Provider subcomponent Functionality Network Call ID This value is the network call ID. This applies only to voice contacts. Node ID box This value is the customer site ID. SEND INFOs SEND INFO received displays the received button...
Page 601 October 2007 Provider component Main Main Completion Data Echo Data Scripting Guide for Communication Server 1000/Meridian 1 PBX Provider subcomponent Functionality Auto Reconnect If the Auto Reconnect check box is check box selected, Provider attempts to reconnect when the HDX sends a shutdown request.
Page 602 Using HDX Provider component Completion Data Use the Last Set Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Provider subcomponent Functionality Select Use the Last Set of Return of Return Values Values to repeat the data on the last check box...
Page 603 Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Completion Data Return Parameter Scripting Guide for Communication Server 1000/Meridian 1 PBX Provider subcomponent Functionality Select the check box to switch 2 Toggle with...
Page 604 Using HDX Provider component Completion Data Server Request Completion Data Automatic Provider subcomponent Functionality The Server Request ID is the ID check box reference number for matching response messages from this provider. Used when responding with the SEND REQUEST message. In a manual response to the SEND REQUEST messages, the Server Request ID is used in the Server...
Page 605 Main Main Main The special features for the first three return parameters help test Contact Center Manager Server under call traffic load testing. Scripting Guide for Communication Server 1000/Meridian 1 PBX Provider subcomponent Functionality Manual Response Send parameters manually to the...
Page 606 Using HDX Configuring Provider Before you use the Provider application, you must create a register ID as a call contact variable in the Script Manager. The register ID can also be a global variable of type Integer. Configuring the Provider application From the Contact Center Manager Administration Launchpad, select Scripting.
Page 607 On the General tab, create a global variable called provider_ID. Click the Attribute tab. Select INTEGER as the type. Enter a value that the HDX application uses to register with Contact Center Manager Server. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using HDX...
Page 608 Using HDX Click Submit. Result: The provider_ID global variable is created. Right-click the Script Manager tree item. Select New. Include the following statement in the script: SEND INFO provider_ID CLID, DNIS, CDN WHERE CDN EQUALS END WHERE VALUE 2350: EXECUTE SCRIPT Sales VALUE 2351: EXECUTE SCRIPT Marketing VALUE 2352: EXECUTE SCRIPT Helpdesk VALUE 2353: EXECUTE SCRIPT QToAgt...
Page 609 October 2007 Click Submit. Result: The script is saved. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using HDX...
Page 610 Tip: You can also launch Provider.exe from a client PC that has a copy of the provider.exe application. In the Server Site IP Address box, type the Nortel server subnet address of Contact Center Manager Server. Click Connect To Server.
Page 611 October 2007 Click Register. Result: The label on the Register button changes to UnRegister. Scripting Guide for Communication Server 1000/Meridian 1 PBX Using HDX...
Page 612 Using HDX Testing SEND INFO After Provider is registered with the Contact Center Manager Server, make a telephone call to a controlled directory number (CDN) acquired by Contact Center Manager. Result: The caller information appears in the Provider.exe window. The number of fields and the contents of the fields are determined by the number of fields and types of fields included in the SEND INFO command.
Page 613: Scripting For Multimedia And Outbound
Using Multimedia Contact Intrinsics %AGENT%AGENT %DATE%DATE %INTEGER%WAITTIME %PRIORITY%PRIORITY %SKILLSET%SKILLSET %TIME%TIME CONTACTSUBTYPE CUSTOMERID CUSTOMFIELD1 FROMADDRESS NEXTYEAR QUEUETYPE TOADDRESS Recommended scripts for Contact Center Multimedia Filtering Real Time Display statistics for rescheduled contacts Modifying the multimedia scripts Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 614: Overview
“Integrating the scripts” on page 645. The total number of Multimedia contacts queued must be limited to 20 000 contacts. Nortel recommends that the number of contacts queued across multimedia skillsets is no more than 5000 contacts. For information on how to limit the number of contacts by disconnecting the extra contacts, see the Multimedia script “c_Master_Handles_Multimedia Script”...
Page 615: Using Multimedia Contact Intrinsics
The contact intrinsics for multimedia contacts are: %AGENT%AGENT %DATE%DATE %INTEGER%WAITTIME %PRIORITY%PRIORITY %SKILLSET%SKILLSET %TIME%TIME CONTACTSUBTYPE CUSTOMERID CUSTOMFIELD1 FROMADDRESS QUEUETYPE TOADDRESS NEXTYEAR The following sections describes each intrinsic in detail. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 616: Agent%Agent
Scripting for Multimedia and Outbound %AGENT%AGENT For scheduled contacts or transferred contacts, this intrinsic returns the agent assigned to the contact by Contact Center Multimedia based on actions performed by an agent on the Agent Desktop. For reply e-mail contacts and new e-mail contacts from existing customers, this intrinsic returns the preferred agent assigned to that customer.
Page 617 %AGENT%AGENT with a priority of %PRIORITY%PRIORITY. ASSIGN CONTACT DATA "%AGENT%AGENT" TO contact_agent_cv ASSIGN CONTACT DATA "%PRIORITY%PRIORITY" TO contact_priority_cv QUEUE TO AGENT contact_agent_cv WITH PRIORITY contact_priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 618: Date%Date
Scripting for Multimedia and Outbound %DATE%DATE This intrinsic returns the date on which a scheduled contact should be presented. This date is called the Callback Date. If you want scheduled contacts to occur at the correct date and time, ensure that your script delays these contacts until that date and time and then queues the contacts appropriately.
Page 619 EXECUTE SCRIPT Queue_Multimedia_Contact ELSE IF ((DATE = contact_cbdate_cv) AND (TIME OF DAY >= contact_cbtime_cv)) THEN EXECUTE SCRIPT Queue_Multimedia_Contact ELSE WAIT 60 EXECUTE Callback_loop END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 620: Integer%Waittime
Scripting for Multimedia and Outbound %INTEGER%WAITTIME This intrinsic returns the number of seconds from the time the contact is created until the callback time. Use this intrinsic as the value in a WAIT statement in the scripts to delay queuing of a contact until the callback time. If you want scheduled contacts to be presented at the correct date and time, ensure that your script delays these contacts until that date and time and then queues the contacts appropriately.
Page 621 ASSIGN CONTACT DATA "%SKILLSET%SKILLSET" TO contact_skillset_cv ASSIGN CONTACT DATA "%PRIORITY%PRIORITY" TO contact_priority_cv ASSIGN CONTACT DATA "%INTEGER%WAITTIME" TO contact_wait_time_cv WAIT contact_wait_time_cv QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY contact_priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 622: Priority%Priority
This intrinsic returns the priority assigned to this contact by Contact Center Multimedia based on the rules configured or based on the actions performed by an agent on the Agent Desktop. Nortel recommends that you queue multimedia contacts with the priority %PRIORITY%PRIORITY, because this priority is determined by Contact Center Multimedia.
Page 623: Skillset%Skillset
%SKILLSET%SKILLSET with a priority of %PRIORITY%PRIORITY. ASSIGN CONTACT DATA "%SKILLSET%SKILLSET" TO contact_skillset_cv ASSIGN CONTACT DATA "%PRIORITY%PRIORITY" TO contact_priority_cv QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY contact_priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 624: Time%Time
Scripting for Multimedia and Outbound %TIME%TIME This intrinsic returns the time of day which a scheduled contact should be presented. This time is called the callback time. If you want scheduled contacts to be presented at the correct date and time, ensure that your script delays these contacts until that date and time and then queues the contacts appropriately.
Page 625 EXECUTE SCRIPT Queue_Multimedia_Contact ELSE IF ((DATE = contact_cbdate_cv) AND (TIME OF DAY >= contact_cbtime_cv)) THEN EXECUTE SCRIPT Queue_Multimedia_Contact ELSE WAIT 60 EXECUTE Callback_loop END IF END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 626: Contactsubtype
Scripting for Multimedia and Outbound CONTACTSUBTYPE Contacts in the Contact Center Multimedia database have a contact type which is one of the main contact types, e-mail, outbound, voice, Web communications and video. Contacts also have a subtype. For example, you can create fax, SMS, voicemail, and whitemail contacts in the Multimedia database using the e-mail rules configuration.
Page 627 A STRING variable is returned by this intrinsic. It can have one of the following values: Voicemail Whitemail Other Scheduled Callback Email Outbound Web_Communications Video Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound CONTACT TYPE Web communications video...
Page 628 Scripting for Multimedia and Outbound Example This example checks for the CONTACTSUBTYPE of scheduled callback and executes separate primary scripts for scheduled callbacks and outbound campaign contacts. IF CONTACT TYPE = c_contact_type_outbound_gv THEN ASSIGN CONTACT DATA “CONTACTSUBTYPE” TO contact_subtype_cv IF contact_subtype_cv = “Scheduled Callback” THEN EXECUTE SCRIPT OB_ScheduledCallback_Primary ELSE EXECUTE SCRIPT OB_Outbound_Primary...
Page 629: Customerid
ASSIGN CONTACT DATA "%PRIORITY%PRIORITY" TO contact_priority_cv IF contact_custID_cv = "5004" THEN /* identify priority Customer */ ASSIGN 1 TO contact_priority_cv END IF QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY contact_priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 630: Customfield1
Scripting for Multimedia and Outbound CUSTOMFIELD1 This intrinsic returns the text value of the first customer field associated with a contact. Only information about the first customer field is available as an intrinsic within scripting. Other customer fields are not available. Syntax The intrinsic must be used in conjunction with the CONTACT DATA intrinsic and must be assigned to a variable before use.
Page 631: Fromaddress
/* Identify a Priority Customer by their e-mail address */ IF (contact_fromAddress_cv = "johnsmith@online.com") THEN ASSIGN 1 TO contact_priority_cv END IF END IF QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY contact_priority_cv WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 632: Nextyear
Scripting for Multimedia and Outbound NEXTYEAR This intrinsic indicates whether the callback date and time values for the contact are in the current year or the next year. If you want scheduled contacts to be presented at the correct date and time, ensure that your script delays these contacts until that date and time and then queues the contacts appropriately.
Page 633 IF CALLBACK_NEXTYEAR_cv = "YES" THEN IF DATE = Jan 01 THEN ASSIGN "NO" TO callback_nextyear_cv EXECUTE Callback_DateTime_Check ELSE WAIT 60 EXECUTE Next_Year_Loop END IF END IF SECTION Callback_DateTime_Check Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 634: Queuetype
Scripting for Multimedia and Outbound QUEUETYPE This intrinsic allows for flexibility when you decide how to queue a contact by identifying different groups of contacts based on either the type of contact (for example, a reply e-mail from a customer) actions that are performed on the contact using the Agent Desktop (for example, a contact that is transferred to an agent).
Page 635 Value SKILLSET AGENT AGENTPULL Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound Description and recommended queuing method Queue this contact to the skillset indicated by the intrinsic %SKILLSET%SKILLSET with a priority of 1. This...
Page 636 Scripting for Multimedia and Outbound Value REPLYMAIL NEWMAIL Description and recommended queuing method This QUEUETYPE value indicates that the contact is a reply e-mail contact from a customer. This situation occurs if an agent sends an e-mail to a customer from the Contact Center Agent Desktop and the customer then replies to this e-mail.
Page 637 VALUE "AGENTPULL": QUEUE TO AGENT contact_agent_cv WITH VALUE "REPLYMAIL": QUEUE TO AGENT contact_agent_cv WITH VALUE "NEWMAIL": Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound Description and recommended queuing method In this case, no specific queuing method is recommended by Contact Center Multimedia because no actions are performed on this contact by using the Agent Desktop.
Page 638 Scripting for Multimedia and Outbound VALUE "NOQUEUE": DEFAULT: END WHERE WAIT 2 QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY contact_priority_cv QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY contact_priority_cv Standard 8.04 Contact Center Manager...
Page 639: Toaddress
/* Identify a Priority Customer who sent an E-mail to a general mailbox */ IF ((contact_toAddress_cv = "info@mycompany.com") AND (contact_custID_cv = "5004")) THEN ASSIGN 1 TO contact_priority_cv END IF END IF QUEUE TO SKILLSET contact_skillset_cv WITH PRIORITY Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 640 Scripting for Multimedia and Outbound contact_priority_cv WAIT 2 Standard 8.04 Contact Center Manager...
Page 641: Recommended Scripts For Contact Center Multimedia
Use the scripts in this appendix in conjunction with Contact Center Multimedia to route multimedia contacts. Nortel recommends: Nortel recommends that you initially integrate these scripts with your existing Contact Center Manager Server scripts. After the scripts are integrated, multimedia contacts are routed correctly. However, you can customize the scripts to meet the needs in your contact center.
Page 642 Scripting for Multimedia and Outbound EM_Email_Primary—This primary script is executed for e-mail contacts. The script passes execution to the c_Scheduled_Contact_Handler script. E-mail contacts are pegged against this application in both historical reports and Real-Time Displays. OB_Outbound_Primary—This primary script is executed for outbound contacts.
Page 643 October 2007 Scripting for Multimedia and Outbound Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 644 Scripting for Multimedia and Outbound Variables required by the Contact Center Multimedia scripts The Contact Center Multimedia scripts use call variables and global variables that you must create before you use the scripts. The list of variables is in the following table.
Page 645 Import the OB_Outbound_Primary script from the SampleScripts multimedia folder. Save and validate this script. Import the WC_Web_Primary script from the SampleScripts multimedia folder. Save and validate this script. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 646 END WHERE Activate the master script. Result: The scripts now handle multimedia contacts correctly. Nortel recommends that you implement voice handling in separate primary and secondary scripts. c_Master_Handles_Multimedia Script This master script checks for multimedia contact types and passes execution to the relevant primary script based on contact type.
Page 647 CONTACT_TYPE c_contact_type_voice_gv c_contact_type_web_gv c_contact_type_video_gv ****************************************************************/ GIVE RINGBACK /**************************************************************** Put necessary handling for voice calls here ****************************************************************/ Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound Type Scope CONTACT_TYPE Global Global CONTACT_TYPE Global CONTACT_TYPE Global...
Page 648 Scripting for Multimedia and Outbound IF CONTACT TYPE = c_contact_type_voice_gv THEN IF TRANSFERRED THEN GIVE RINGBACK WAIT 6 END IF /************************************************************* Add Necessary Voice Handling here ************************************************************/ EXECUTE End_of_Script END IF /************************************************************** If more than 20 000 contacts are in the system, then disconnect any other Multimedia contacts.
Page 649 This primary script is executed for outbound contacts that are pegged against this application in historical reporting and Real-Time Displays. /**************************************************************** Title: OB_Outbound_Primary Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound EXECUTE SCRIPT EM_Email_Primary EXECUTE SCRIPT...
Page 650 Scripting for Multimedia and Outbound This primary script executes the c_Scheduled_Contact_Handler script for Outbound Contacts. In Reporting and Real Time Displays, Outbound Contacts are pegged against this application. ****************************************************************/ EXECUTE SCRIPT c_Scheduled_Contact_Handler WC_Web_Primary Script This primary script is executed for Web communications contacts that are pegged against this application in historical reporting and Real-Time Displays.
Page 651 ASSIGN CONTACT DATA "%INTEGER%WAITTIME" TO contact_wait_time_cv WAIT contact_wait_time_cv /**************************************************************** After waiting the required number of seconds execute the c_Queue_Multimedia_Contact script ****************************************************************/ EXECUTE SCRIPT c_Queue_Multimedia_Contact Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound Type Scope Class INTEGER Call...
Page 652 Scripting for Multimedia and Outbound c_Queue_Multimedia_Contact Script The c_Queue_Multimedia_Contact script first checks the QUEUETYPE contact intrinsic to determine how to queue the contact. The script checks if the QUEUETYPE is AGENT, AGENTPULL, or REPLYMAIL and, if so, queues the contact directly to the correct agent with the appropriate priority. If the preferred agent is not logged in or if QUEUETYPE is not AGENT, AGENTPULL, or REPLYMAIL, the script attempts to queue the contact to the multimedia skillset assigned to it by Contact Center Multimedia.
Page 653 The term WAIT M sec used in the preceding flowchart indicates the number of seconds to wait between successive cycles of the Skillset_Queuing_Loop. This value varies depending on the number of Contacts in the system. Scripting Guide for Communication Server 1000/Meridian 1 PBX Contact’s Agent is Logged In...
Page 654 Scripting for Multimedia and Outbound /**************************************************************** Title: c_Queue_Multimedia_Contact Script for Queuing a Multimedia Contact. This script also handles Contacts that were Pulled by an Agent using the Agent Desktop Variables required by this Script Name ----------------------------------------------------------------- contact_agent_cv contact_priority_cv contact_skillset_cv contact_queuetype_cv loop_wait_time_cv ****************************************************************/ /****************************************************************...
Page 655 VALUE "AGENT" VALUE "SKILLSET" VALUE "REPLYMAIL" DEFAULT END WHERE /**************************************************************** Agent_Queuing Section Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound ASSIGN 1 TO contact_priority_cv EXECUTE Agent_Queuing ASSIGN 1 TO contact_priority_cv EXECUTE Agent_Queuing ASSIGN 1 TO contact_priority_cv...
Page 656 Scripting for Multimedia and Outbound Queue the Contact to the Specified Agent if the Agent is Logged in ****************************************************************/ SECTION Agent_Queuing IF NOT LOGGED OUT AGENT contact_agent_cv THEN QUEUE TO AGENT contact_agent_cv WITH PRIORITY contact_priority_cv WAIT 2 END IF /**************************************************************** Agent_Queuing_Loop NOTE: The Agent_Queuing_Loop section below is not included in this script.
Page 657 ****************************************************************/ SECTION Skillset_Queuing_Loop /**************************************************************** The following algorithm is used to decrease the frequency of the skillset queuing loop as the number of contacts increases. ****************************************************************/ Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 658 Scripting for Multimedia and Outbound WHERE TOTAL ACTIVE CONTACTS EQUALS VALUE VALUE 2001 .. VALUE 5001 .. VALUE 10001 .. VALUE 20001 .. VALUE 30001 .. VALUE 40001 .. VALUE 50001 .. 100000: ASSIGN 3600 TO loop_wait_time_cv DEFAULT: END WHERE WAIT loop_wait_time_cv IF NOT QUEUED THEN EXECUTE Skillset_Queuing...
Page 659 See “Filtering Real Time Display statistics for rescheduled contacts,” on page 660, for more information about how to use the Application Real-Time Display to determine the number of rescheduled contacts waiting in the system. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 660: Filtering Real Time Display Statistics For Rescheduled Contacts
Scripting for Multimedia and Outbound Filtering Real Time Display statistics for rescheduled contacts In the existing script structure, rescheduled contacts skew both the Application Average Delay and Max Wait Time statistic in the Real Time Displays (RTD) for the relevant application. This condition is because when a contact is rescheduled, it stays in the c_Scheduled_Contact_Handler script until the callback date and time occurs and is then queued to the appropriate skillset.
Page 661 Rename the scripts to: EM_Scheduled_Email_Primary OB_Scheduled_Outbound_Primary WC_Scheduled_Web_Primary Validate the three new Primary Scripts. Remove this section of the Master Script: /**************************************************************** For Multimedia Contacts execute the relevant Primary Script ****************************************************************/ Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 662 Scripting for Multimedia and Outbound WHERE CONTACT TYPE EQUALS VALUE c_contact_type_email_gv VALUE c_contact_type_outbound_gv VALUE c_contact_type_web_gv DEFAULT END WHERE Replace the section removed in step 4 with the following section: /**************************************************************** For Multimedia Contacts execute the relevant Primary Script ****************************************************************/ /**************************************************************** Assign the Contact WAITTIME to a Call Variable ****************************************************************/ ASSIGN CONTACT DATA "%INTEGER%WAITTIME"...
Page 663 Tip: You cannot create an RTD Filter if you are logged on as WebAdmin. In Real Time Reporting, select Filters > Manage Filters. Select Add Filter. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound EXECUTE SCRIPT...
Page 664 Scripting for Multimedia and Outbound Create three new filters as follows. Filter name New_Contacts Scheduled_Contacts Standard_Application In Real Time Reporting, make a private copy of the Standard_Application_Display. Assign the three new filters created to the private copy of Standard Application Display. Start the display.
Page 665: Modifying The Multimedia Scripts
IF CONTACT TYPE = c_contact_type_email_gv THEN WHERE ROUTE POINT EQUALS VALUE "Client_A_RoutePoint": VALUE "Client_B_RoutePoint": DEFAULT END WHERE END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound EXECUTE SCRIPT EM_Client_A_Primary EXECUTE SCRIPT EM_Client_B_Primary EXECUTE SCRIPT...
Page 666 Scripting for Multimedia and Outbound Implementing an agent queuing loop In the c_Queue_Multimedia_Contact script, contacts queue to the preferred agent. However, if that agent logs out or is already logged out, the contact queues to the appropriate multimedia skillset. In this script, you may need to implement an agent queuing loop that can process the situation when a preferred agent logged out, by continuing to queue contacts to that preferred agent until the agent logs on again.
Page 667 Agent Desktop. Voice call skillsets do not appear when the call is present to the agent because the skillset information is not available as an intrinsic. Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound EXECUTE Agent_Queuing EXECUTE Agent_Queuing VALUE "AGENT":...
Page 668 CTI applications that rely on existing TAPI call data and prevents these applications from working correctly. Nortel recommends that you review what other CTI applications (if any) rely on existing TAPI call data before proceeding with the Database Integration Wizard.
Page 669 October 2007 On the Contact Center Manager server, click Start > All Programs > Nortel Contact Center > Manager Server > Database Integration Wizard. Click Next on the Welcome window. Under HDX Connection, in the Provider ID box, type a unique HDX provider ID.
Page 670 Scripting for Multimedia and Outbound Under TAPI Connection, click Test Connection. Result: You see a successful message in the Test Outbound and Result box. Click Next. Standard 8.04 Contact Center Manager...
Page 671 IF NOT OUT OF SERVICE Sales_Skillset THEN ASSIGN Sales_Skillset to DIW_Skillset_cv SEND INFO DIW_AppID_gv DIW_TAPI_String_gv, DIW_Skillset_cv QUEUE TO SKILLSET Default_Skillset WITH PRIORITY 2 WAIT 2 END IF Scripting Guide for Communication Server 1000/Meridian 1 PBX Scripting for Multimedia and Outbound...
Page 672 Scripting for Multimedia and Outbound In the script extract above, the following variables are used: DIW_Skillset_cv DIW_AppID_gv DIW_TAPI_String_gv A Skillset Call Variable that will be assign the Skillset Name An Integer Global Variable that is set to the HDX provider ID that was entered in the Database Integration Wizard A String Global Variable set to the value %TAPI% Standard 8.04...
Page 673: Sip Contact Center
A p p e n d i x E SIP Contact Center In this appendix Overview GIVE IVR Example usage scripts SIP intrinsics Configuration guidelines and general scripting considerations Test script Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 674: Overview
Scripting in the SIP-enabled Contact Center Manager can invoke VXML scripts on any compatible SIP Media Application Server. However, the Nortel Media Application Server currently only supports VXML scripts provided as part of the Nortel Media Application Server Contact Center Application installation (PlayPrompt.vxml and PlayAndCollect.vxml).
Page 675 When Contact Center Manager Server scripting engine invokes VXML on the Media Application Server, it retains overall control of the voice or video contact. Specify the URL or name of the VXML script file to execute the script. Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center Command...
Page 676 SIP Contact Center Several Contact Center Manager Server scripting engine variables are created automatically during installation to facilitate interaction between the call flow operation script running on SIP-enabled contact center and the VXML script (PlayPrompt.vxml or PlayAndCollect.vxml) running on the Media Application Server.
Page 677: Give Ivr
VXML scripts residing on the media server. This command is extended for the Nortel Media Application Server to include instant message treatments, Web page pushes, and video.
Page 678 <treatment_uri> script variable represents any valid VXML file to invoke. The VXML script name must exactly match in Contact Center Manager Administration scripting and the Nortel Media Application Server. The name and value of the <treatment_uri> script variable are defined in Contact Center Manager Administration scripting.
Page 679 October 2007 The Nortel Media Application Server is case-sensitive so all values must be assigned correctly. PARAMETERS keyword The optional PARAMETERS keyword of the GIVE IVR command uses a list of 1 to 10 predefined script variables (<variable_p1>) of type string, integer, or digit that are inputs to the VXML treatment identified by the WITH VXML TREATMENT keyword.
Page 680 The URL for a Web page to push. Any digit value. Standard 8.04 Script Type Default value call string false call string call string hello.wav call string call string www.nortel.com call integer 99 Contact Center Manager...
Page 681 The default values indicate for what the variables are used. Name c_estimated_wait _time_cv c_play_and_collect_gv global Scripting Guide for Communication Server 1000/Meridian 1 PBX Description A SIP address of the format username@domain. The vxmlfrom parameter...
Page 682 /*This GIVE IVR collects the customers account number.*/ ASSIGN c_play_and_collect_gv TO voicexml ASSIGN "EnterYourAccountNumber.wav" TO prompttoplay Script Type Default value global string PlayPrompt.vxml integer call string sip:__sip-dialog@sipserver.com call integer call string call string customer@domain.com call string contactcenter@cc.nortel.com call string PlayPrompt.vxml Standard 8.04 Contact Center Manager...
Page 683 GIVE IVR command. The number of RETURNS variables is currently limited to one by the Media Application Server (MAS). Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 684 SIP Contact Center GIVE IVR syntax rules The following syntax rules apply only to SIP scripts that execute on the Nortel Media Application Server. You must use these rules with the GIVE IVR command to maintain functional compatibility with the Media Application Server Contact Center Service-provided VXML files.
Page 685 SIP address performing the URL push. The vxmlto parameter identifies the SIP address to which the caller’s browser is directed. GIVE IVR WITH TREATMENT voicexml PARAMETERS urltopush, vxmlfrom, vxmlto Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 686: Example Usage Scripts
/* This script demonstrates using the GIVE IVR command to send a Webpush to www.nortel.com*/ ASSIGN CONTACT DATA "SIP_FROM_ADDRESS" TO vxmlto ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO vxmlfrom ASSIGN c_play_only_gv TO voicexml ASSIGN "www.nortel.com" TO urltopush GIVE IVR WITH VXML TREATMENT voicexml PARAMETERS urltopush, vxmlfrom, vxmlto Example 2: Sending an instant message /* This script demonstrates using the GIVE IVR command to send an instant message (IM) to the caller saying "Welcome to the SIP-...
Page 687 /* By reassigning values to im dynamically in scripting (for example, using the ASSIGN statement to update the im variable with "Powered by Nortel!"), a series of IMs can be sent to the customer. All characters are supported in the im string, including exclamation points (!) and question marks (?).
Page 688 ASSIGN CONTACT DATA "SIP_FROM_ADDRESS" TO vxmlto ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO vxmlfrom ASSIGN C_play_only_gv TO voicexml ASSIGN "WebPushFinal.avi" TO prompttoplay ASSIGN "www.nortel.com" TO urltopush GIVE IVR WITH VXML TREATMENT voicexml PARAMETERS prompttoplay,urltopush,vxmlfrom, vxmlto Example 5: Play a prompt, collect digits, and send an instant message...
Page 689 Example 6: Using the vars parameter for counting callers in queue /*This script demonstrates using the vars parameter to count down how many callers are in queue.*/ GIVE RINGBACK Scripting Guide for Communication Server 1000/Meridian 1 PBX EXECUTE SCRIPT Primary4 SIP Contact Center...
Page 690 SIP Contact Center WAIT 5 ASSIGN CONTACT DATA "SIP_FROM_ADDRESS" TO c_sip_from_add_cv ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO c_sip_to_add_cv ASSIGN c_sip_from_add_cv TO vxmlto ASSIGN c_sip_to_add_cv TO vxmlfrom ASSIGN c_play_only_gv TO voicexml ASSIGN "We will now queue you to an Agent!" TO im /*Sends the IM assigned above*/ GIVE IVR SERVICE URI serviceuri...
Page 691 /*This script demonstrates the use of the Expected Wait Time skillset intrinsic*/ GIVE RINGBACK WAIT 5 ASSIGN CONTACT DATA "SIP_FROM_ADDRESS" TO c_sip_from_add_cv ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO c_sip_to_add_cv ASSIGN c_sip_from_add_cv TO vxmlto ASSIGN c_sip_to_add_cv TO vxmlfrom Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 692 SIP Contact Center ASSIGN c_play_only_gv TO voicexml ASSIGN "We will now queue you to an Agent!" TO im /*Sends the IM assigned above*/ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 /*Checks if the VI_Default_Skillset is in service. If it is the caller is queued to the skillset.
Page 693 ASSIGN c_sip_from_add_cv TO vxmlto ASSIGN c_sip_to_add_cv TO vxmlfrom ASSIGN c_play_only_gv TO voicexml ASSIGN "We will now queue you to an Agent!" TO im /*Sends the IM assigned above*/ GIVE IVR Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 694 SIP Contact Center SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 /*Checks if the VI_Default_Skillset is in service. If it is the caller is queued to the skillset. If it is not, the caller receives an IM and then the call is disconnected.*/ IF NOT OUT OF SERVICE VI_Default_skillset THEN QUEUE TO SKILLSET VI_Default_skillset...
Page 695 ASSIGN c_play_only_gv TO voicexml ASSIGN "Please enter up to 10 digits, entering # when you are finished" TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 696 SIP Contact Center /*Section 2-The next GIVE IVR command is used to collect the digits. Please note the following: * The script will continue to read in digits until either the total number of digits is entered or the terminating character is entered or the inter digit time out is reached.
Page 697 Example : Using the ROUTE CALL command /*This script demonstrates the use of the ROUTE CALL command*/ GIVE RINGBACK WAIT 5 IF (CDN = 2300) THEN ROUTE CALL 65407500 WAIT 10 END IF DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 698: Sip Intrinsics
SIP Contact Center SIP intrinsics For SIP-enabled contact centers, the name and value parameters used to extract intrinsic values are string types. In scripting, the intrinsic value is made available using the new script command: CONTACT DATA <keyname> This command returns the string value associated with a specified keyname. In SIP-enabled contact centers, the following keynames are defined to extract SIP intrinsic data.
Page 699 The SIP Contact Source is the value received in the From address in the SIP INVITE message. Its value is a URI that identifies the logical initiator of the request. For example, bcustomer@cc.nortel.com. SIP Contact Destination The SIP Contact Destination is the value received in the To address in the SIP INVITE message.
Page 700 SIP Contact Center Language Spanish The usage of the Accept-Language header in this way is not consistent with the intention of the SIP Standard Reference 7. The following is an example of preferred language. IF CONTACT DATA SIP_PREFERRED_LANGUAGE = fr_fr THEN ASSIGN "French_welcome.wav"...
Page 701 The SIP Subject header is the string value entered by the caller as the subject of the call. If the caller uses Nortel MCS PC Client to make calls, there is a field where the caller can enter the subject before initiating the call, as shown in the following figure.
Page 702 SIP Contact Center The following example uses the CONTACT TYPE intrinsic. GIVE RINGBACK WAIT 5 WHERE CONTACT TYPE EQUALS VALUE c_contact_type_voice_gv: VALUE c_contact_type_video_gv: END WHERE QUEUE TO SKILLSET Voice_Skillset QUEUE TO SKILLSET VI_Video_Skillset Standard 8.04 Contact Center Manager...
Page 703: Configuration Guidelines And General Scripting Considerations
Current optional configuration Currently, when you use the GIVE RAN and GIVE MUSIC script commands, Nortel recommends that you configure the RAN or MUSIC route number as a script variable. The following graphic shows a music script variable in Contact Center Manager Administration.
Page 704 SIP Contact Center SIP Contact Center Mandatory Configuration To support announcement and music services in the first product release of SIP Contact Center Manager, you must configure the route information (route number and route name) in Contact Center Manager Administration. The route name is a string, which must be identical to the announcement file name or music genre (for example, myAnnouncement.wav or pop) stored on the MAS.
Page 705 Global Variable: pop_music_route (2) Set up the following route in CCMA configuration- Routes Number: GIVE RINGBACK WAIT 5 QUEUE TO SKILLSET Default_Skillset GIVE MUSIC pop_music_route Scripting Guide for Communication Server 1000/Meridian 1 PBX Variable Type: MUSIC (12) Name: SIP Contact Center...
Page 706 Each song is submitted as an individual .wav file within the genre. For information about creating genres and deploying recordings to genre folders, see the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0.
Page 707 Video and audio playback are included in a genre including a mixture of both video and audio files. ATTENTION Scripting Guide for Communication Server 1000/Meridian 1 PBX The GIVE MUSIC <route number> command does not work if the route number corresponds to a specific music file rather than a genre.
Page 708: Test Script
Script Type Default value call string “Welcome to the Contact Center” call string call string false call string call string hello.wav call string sip:__sip-dialog@sipserver.com call string call string www.nortel.com call integer 99 call string PlayPrompt.vxml Standard 8.04 Contact Center Manager...
Page 709 .avi format are video. These must be stored accordingly on the Media Application Server. For more information, see the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0. File name silence.wav...
Page 710 SIP Contact Center File name option3.wav option4.wav urCurrentEWTis.wav secsPleaseHold.wav urCurrentlyAtPosition.wav Audio “You are currently at <position>” InTheQPleaseHold.wav SIPCCIntroFinal.avi IMOverlayFinal1.avi WebPushFinal.avi RAN and MUSIC routes To use the GIVE MUSIC and GIVE RAN commands, you need to configure routes on Contact Center Manager Administration with appropriate genre or media file names (.wav or .avi) as the route name.
Page 711 ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO c_sip_to_add_cv ASSIGN c_sip_from_add_cv TO vxmlto ASSIGN c_sip_to_add_cv TO vxmlfrom ASSIGN c_play_and_collect_gv TO voicexml ASSIGN "testIntro.wav" TO prompttoplay ASSIGN "1" TO numberofdigits GIVE IVR SERVICE URI serviceuri Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 712 SIP Contact Center WITH VXML TREATMENT voicexml PARAMETERS prompttoplay, notypeahead, numberofdigits, interdigittimeout RETURNS c_sip_digits_str_cv WHERE c_sip_digits_str_cv EQUALS VALUE "1" : EXECUTE SCRIPT Primary1 VALUE "2" : EXECUTE SCRIPT Primary2 VALUE "3" : EXECUTE SCRIPT Primary3 VALUE "4" : EXECUTE SCRIPT Primary4 DEFAULT: END WHERE Primary 1 script...
Page 713 ASSIGN "Welcome to the SIP Contact Center" TO im /*This GIVE IVR plays a video and sends the IM text assigned above*/ GIVE IVR SERVICE URI serviceuri Scripting Guide for Communication Server 1000/Meridian 1 PBX EXECUTE EXIT_DEMO SIP Contact Center...
Page 714 /*This GIVE IVR sends the IM test assigned above */ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 5 EXECUTE EXIT_DEMO SECTION WEB_PUSH ASSIGN c_play_only_gv TO voicexml ASSIGN "WebPushFinal.avi" TO prompttoplay ASSIGN "www.nortel.com" TO urltopush Standard 8.04 Contact Center Manager...
Page 715 ASSIGN c_play_only_gv TO voicexml IF c_sip_digits_str_cv = "1" THEN ASSIGN "Hope you like our homepage." TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 5 Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 716 SIP Contact Center ASSIGN "www.ourhomepage.com" TO urltopush GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS urltopush, vxmlfrom, vxmlto WAIT 5 END IF ASSIGN "Hope you enjoyed our Web Push Session!" TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 5 EXECUTE EXIT_DEMO...
Page 717 /*This GIVE IVR command is used to collect digits until the terminating character is entered.*/ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS prompttoplay, notypeahead, numberofdigits, termchar RETURNS c_sip_digits_int_cv ASSIGN c_play_only_gv TO voicexml Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 718 SIP Contact Center ASSIGN c_sip_digits_int_cv TO vars ASSIGN "%n0" TO prompttoplay /*This GIVE IVR command plays back the digits that were entered.*/ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS prompttoplay, vars ASSIGN "Next: interdigittimeout testing." TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml...
Page 719 SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS prompttoplay, vars ASSIGN "You are now finished GIVE IVR testing. You will be disconnected shortly." TO im /*This GIVE IVR sends an IM*/ Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 720 SIP Contact Center GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 5 DISCONNECT Primary 2 script /*Primary 2 - tests the SIP intrinsics The SIP intrinsics are displayed to the caller as Instant Messages. The GIVE IVR (IM) commands are in pairs, where the first IM gives the introductory text and the second IM gives the data contained in the intrinsic.
Page 721 WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 ASSIGN "The SIP_TO_ADDRESS is ..." TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 722 SIP Contact Center ASSIGN c_sip_to_add_cv TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 ASSIGN "The SIP_REQUEST_URI is ..." TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 ASSIGN CONTACT DATA "SIP_REQUEST_URI"...
Page 723 WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 ASSIGN "The SIP_SUBJECT is ..." TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 724 SIP Contact Center ASSIGN CONTACT DATA "SIP_SUBJECT" TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 ASSIGN "The SIP_USER_AGENT is ..." TO im GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 2 ASSIGN CONTACT DATA "SIP_USER_AGENT"...
Page 725 The music and RAN routes (for example, GIVE MUSIC 10 and GIVE RAN 500) are configured in CCMA, where 10 corresponds to pop music and 500 corresponds to myAnnouncement.wav. ASSIGN c_play_only_gv TO voicexml Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 726 SIP Contact Center ASSIGN "option3.wav" TO prompttoplay /*This GIVE IVR command plays an audio file telling you that you have chosen option 3.*/ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS prompttoplay /*Part 1: Tests an invalid music route, sends an IM telling you what is being tested and what result to expect and then plays the music*/...
Page 727 WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto GIVE MUSIC 10 WAIT 5 /*Invalid music route - music 10 should continue to play (wraparound) until RAN starts*/ GIVE MUSIC 29 WAIT 5 Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 728 SIP Contact Center /*Part 4: Test valid RAN route, sends an IM telling you what is being tested and what result to expect and then plays the RAN files*/ ASSIGN "Testing valid, then invalid RAN route (after the 1st RAN there should be silence)"...
Page 729 IF NOT OUT OF SERVICE VI_Default_skillset THEN QUEUE TO SKILLSET VI_Default_skillset WAIT 5 GIVE MUSIC 10 WAIT 5 ELSE ASSIGN "There are no agents available so your call will be disconnected..." TO im Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 730 SIP Contact Center /*This GIVE IVR command sends an IM to the caller.*/ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 5 DISCONNECT END IF /*This section calculates the caller's position in the queue and plays the caller an audio prompt telling them their position*/ ASSIGN POSITION IN QUEUE VI_Default_skillset TO PositionInQ ASSIGN (PositionInQ+1) TO vars...
Page 731 */ GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS im, vxmlfrom, vxmlto WAIT 5 DISCONNECT Scripting Guide for Communication Server 1000/Meridian 1 PBX SIP Contact Center...
Page 732 SIP Contact Center Standard 8.04 Contact Center Manager...
Page 733: Scripting Reference
A p p e n d i x F Scripting Reference In this appendix Commands and intrinsics Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 734: Commands And Intrinsics
Scripting Reference Commands and intrinsics The tables in this appendix list all the commands and intrinsics and compares their use with M1, DMS, Open Queue, and SIP. Commands–General Command Description ASSIGN TO Assign values to contact variables. EXECUTE A GOTO label type instruction where the label is in the current...
Page 735 Disconnect the contact/call. GIVE BUSY Give a busy tone to the caller. GIVE MUSIC Give music to the caller. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For SIP: Tone is localized...
Page 736 Scripting Reference Command Description GIVE Give an overflow OVERFLOW tone to the caller. GIVE RAN Give a recorded announcement to the caller. GIVE Give ringback to RINGBACK the caller. GIVE SILENCE Give silence to the caller. QUEUE TO Queue the call to AGENT a local agent identified by the...
Page 737 REMOVE Remove the call FROM from the local SKILLSET skillset queue. ROUTE CALL Route the call to a DN. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For SIP: This command is...
Page 738 Scripting Reference Commands–Advanced Command Description EVENT A specific HANDLER handler for unsolicited events (Call on- hold/call abandon) and failure events (RAN/IVR/ Broadcast announcement response failures). Logs a text message to the event browser. READVAR/ Allows contact/ SAVEVAR call variables to retain their value across calls.
Page 739 NETWORK the specified SKILLSET network skillsets. REMOVE Remove the call FROM NACD from the specified Network ACD. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For SIP: NACD features are not applicable.
Page 740 Scripting Reference Command Description REMOVE Remove the call FROM from the NETWORK specified SKILLSET network skillsets. 1000/ 2100/ Open Queue SIP Standard 8.04 Notes For DMS: New in Contact Center Manager 6.0. For SIP: NACD features are not applicable. Contact Center Manager...
Page 741 MENT GIVE IVR Deliver the call to IVR. GIVE IVR VXML treatment WITH VXML for a SIP CC contact. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For SIP: Replaced by GIVE IVR enhancements.
Page 742 Scripting Reference Command Description OPEN/END Open/Close the VOICE IVR voice port. SESSION PLAY PROMPT Play a prompt to the caller using IVR. 1000/ 2100/ Open Queue SIP Standard 8.04 Notes For SIP: This command is replaced by GIVE IVR enhancements. For SIP: This command is replaced by...
Page 743 Command Description Response to a RESPONSE GET REQUEST. SEND INFO Send data to a third-party application. SEND Request for data REQUEST from a third-party. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes...
Page 744 Scripting Reference Intrinsics–Skillset Command Description ANSWERED Number of calls COUNT answered in the preceding 10 minutes. AVERAGE Average speed SPEED for answering ANSWER calls in the preceding 10 minutes. EXPECTED Real-time WAIT TIME expected wait time for the call based on the last 10 minutes of activity.
Page 745 PRIORITY IN Return the NETWORK priority of the QUEUE contact in the specified network skillset. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For DMS: New in Contact Center Manager...
Page 746 Scripting Reference Command Description QUEUED Number of COUNT contacts queued against the skillset at the defined priority. 1000/ 2100/ Open Queue SIP Standard 8.04 Notes Contact Center Manager...
Page 747 MONTH OF YEAR data type. TIME OF DAY Returns the time to the script (hh:mm) as a Time data type. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes...
Page 748 Scripting Reference Intrinsics–Traffic Command Description CALL RATE Number of calls that entered the system in the last 10 minutes. CONTACT Number of RATE contacts that entered the system in the last 10 minutes. TOTAL Total number of ACTIVE CALLS active calls in the system.
Page 749 CALL FORWARD The call is NO ANSWER forwarded because the call was not answered at the original destination. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For SIP: Not supported in first release of SIP Contact Center.
Page 750 Scripting Reference Command Description Controlled DN of the call. CLID Calling line identification of the call. CONFERENCED Consultation call for a conference. CONSULTED Returns true if the call is a consultation call. DIALED DN Original number dialed where the call was forwarded to a CDN.
Page 751 Returns the Number Plan Area. NPANXX Returns the Number Plan Area and the Local Exchange Code. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes For SIP: This command returns numeric alias...
Page 752 Scripting Reference Command Description Returns the Local Exchange Code. ON HOLD Returns true if the call is on hold. QUEUED Returns true if the call is already queued. ROUTE NUMBER Returns the route number of the call. TRANSFERRED Returns true if the call is transferred.
Page 753 CONTACT Contact type for TYPE the contact. Returned as CONTACT_ TYPE. ROUTE POINT Route point of the contact. Scripting Guide for Communication Server 1000/Meridian 1 PBX 1000/ 2100/ Open Queue SIP Scripting Reference Notes This command is new in Contact Center Manager 6.0.
Page 754 Scripting Reference Command Description URI of the route point. 1000/ 2100/ Open Queue SIP Standard 8.04 Notes The command returns the URI as a string. Contact Center Manager...
Page 755: Glossary
A communication channel between Contact Center Manager Server and CallPilot or Meridian Mail. ACCESS voice port A voice port controlled by the ACCESS link. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number. Scripting Guide for Communication Server 1000/Meridian 1 PBX...
Page 756 Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. Standard 8.04 Nortel Contact Center Manager...
Page 757 A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. Advanced I/O Processor alias See e-mail alias. See Application Module Link. See automatic Number Identification. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 758 A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also automatic call distribution directory number. Standard 8.04 Nortel Contact Center Manager...
Page 759 “We received your e-mail and will respond to you within three days.” basic call A simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 760 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests. Standard 8.04 Nortel Contact Center Manager...
Page 761 A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. campaign See outbound campaign. Channel Allocation Table customer controlled routing See controlled directory number. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 762 Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications. Standard 8.04 Nortel Contact Center Manager...
Page 763 October 2007 Communication Server 1000 Telephony Manager A Nortel application used for Private Branch Exchange (PBX) management. Computer Telephony Integration An application that enables a computer to control telephone calls. Conditionally Toll Denied Allowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan.
Page 764 Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.
Page 765 A logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views. DBMS Database Management System deacquire To release an acquired switch resource from the control of the contact center. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 766 A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol. Standard 8.04 Nortel Contact Center Manager...
Page 767 Distance Vector Multicast Routing Protocol The multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 768 These are decoded by the exchange to determine which key was pressed. DVMRP See Distance Vector Multicast Routing Protocol. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. Standard 8.04 Nortel Contact Center Manager...
Page 769 Determine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). embedded local area network A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 770 IP network Your entire IP network including the ELAN subnet and the Nortel server subnet. equivalent basic calls A measure of the telephone switch CPU real time required to process a basic call.
Page 771 The probability that calls are delayed by more than a certain number of seconds while waiting for a port. See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 772 An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Interactive Voice Response ACD-DN A directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems. Standard 8.04 Nortel Contact Center Manager...
Page 773 See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. ISDN See Integrated Services Digital Network. See Interactive Voice Response. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 774 1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression. Standard 8.04 Nortel Contact Center Manager...
Page 775 Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by: identifying Nortel/Meridian/Contact Center Manager Server nodes within the network identifying significant events (SNMP traps), such as alarms reporting...
Page 776 A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing.
Page 777 The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 778 A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode. Standard 8.04 Nortel Contact Center Manager...
Page 779 October 2007 Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. Nortel VPN Router Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.
Page 780 A Microsoft-defined database application program interface (API) standard. Open Shortest Path First A routing algorithm that provides least-cost routing, multipath routing, and load balancing. Optivity Telephony Manager A Nortel application used for switch management. OSPF See Open Shortest Path First. See Optivity Telephony Manager. outbound campaign A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys.
Page 781 The display area on an agent’s phoneset where information about incoming calls can be communicated. See Protocol Independent Multicast. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 782 See also call priority and agent priority per skillset. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network. Protocol Independent Multicast A protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups.
Page 783 A category of disk drives that employs two or more drives in combination for fault tolerance and performance. redundant server A warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 784 A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. router A device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria. Standard 8.04 Nortel Contact Center Manager...
Page 785 The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 786 Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected.
Page 787 Agents for status management information, which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP, which sends messages called protocol data units (PDUs) Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 788 See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic. SL-100 Stored Logic 100 switch SNMP See Simple Network Management Protocol. source site The site from which an incoming network call originates. See also destination site. Standard 8.04 Nortel Contact Center Manager...
Page 789 The Master_Script and the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or network call arriving at the contact center. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 790 A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end. Standard 8.04 Nortel Contact Center Manager...
Page 791 See call treatment. trunk A communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity. user-created script A script created by an authorized user on the Contact Center Manager system.
Page 792 Voice traffic transmitted in digital format using the IP protocol. voice port A connection from a telephony port on the switch to a port on the IVR system. See Virtual Private Network. VXML See Voice Extensible Markup Language. See wide area network. Standard 8.04 Nortel Contact Center Manager...
Page 793 Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager. Scripting Guide for Communication Server 1000/Meridian 1 PBX Glossary...
Page 794 Glossary Standard 8.04 Nortel Contact Center Manager...
Page 795: Index
Agent ID data type agent priority agents changing priority of call queued for lists Scripting Guide for Communication Server 1000/Meridian 1 PBX queuing calls to removing calls from queues AND expression and network script announcements, broadcasting Answered Call Count intrinsic...
Page 796 Index call flow description Call Forward Busy intrinsic example Call Forward Do Not Disturb intrinsic example Call Forward intrinsic example Call Forward No Answer intrinsic example call ID call intrinsic – call intrinsics decision making with call priority changing in agent queues changing in local skillset queues changing in NACD queue changing in network skillset queues...
Page 797 Give Controlled Broadcast Announcement command Controlled keyword Give Busy command Give Overflow command Route Call command copying Scripting Guide for Communication Server 1000/Meridian 1 PBX sample scripts creating scripts CUSTOMERID customized formulas for Expected Wait data collection and Answered Call Count...
Page 798 Index integers skillset intrinsics skillsets defaulting calls deleting scripts See also removing dereferencing scripts Dialed DN for Meridian 1 PBX example Dialed DN intrinsic example transferring voice contacts with Direct Call intrinsic example Disconnect command example restrictions display threshold classes...
Page 799 Give Music command example restrictions Give Overflow command and Give Controlled Broadcast Scripting Guide for Communication Server 1000/Meridian 1 PBX and Give IVR command and Give Music command and Give RAN command and Give Ringback command and Log command...
Page 800 Index Idle Agent Count intrinsic example Idle Agent intrinsic If-Then-Else-End If command example rules If-Then-End If command example rules Import command importing sample scripts scripts Include Local Node impact of on skillset intrinsics increasing wait time indenting in scripts infinite loops Integer data type interactive voice session.
Page 801 Music data type NACD Scripting Guide for Communication Server 1000/Meridian 1 PBX changing priority of calls queued for queuing contacts to removing calls from queues NACD routing NACD routing table naming variables...
Page 802 Index Oldest intrinsic example On Hold intrinsic example Open Voice Session command example script syntax when to use operations, order of operators, adding to scripts OR expression order of operations example parentheses Out Of Service intrinsic example Out of Service intrinsic out of service skillsets overflow tone, giving to calls parentheses...
Page 803 See RAN referenced scripts referencing scripts, variables related documents relational expressions Equal example Scripting Guide for Communication Server 1000/Meridian 1 PBX Greater Than Greater Than or Equal less than less than or equal limitations not equal set variables and constants...
Page 804 Index Give Music command Give Overflow command Give RAN command Give Ringback command Give Silence command Log command network script Queue To Agent command Queue to NACD command Queue to Network Skillset command Queue to Skillset command Quit command Remove From Agent command Remove from NACD command Remove from Network Skillset command Remove From Skillset command...
Page 805 Scripting Guide for Communication Server 1000/Meridian 1 PBX states subscripts system-defined tools tracking calls with user-defined validating Scripts Editor description...
Page 806 Index start/stop mode states, script String data type subscripts activation description subtraction expression suspending calls suspending music system-defined scripts threshold classes definition display example pegging throttling and Log command time comparisons, using Time data type – time intrinsics decision making with Time Of Day intrinsic example Time of Day intrinsic...
Page 807 Give Ringback command and Queue To Agent command and Queue to NACD command and Queue to Skillset command and report statistics example Scripting Guide for Communication Server 1000/Meridian 1 PBX restriction wait time, increasing Web Scripts Editor Where-Equals command limitations...
Page 808 Index Standard 8.04 Contact Center Manager...
Page 809: Chapter,
_______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal- way, Ireland. Reader Response Form Nortel Contact Center Manager Product release 6.0...
Page 812 Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

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Contact center manager Meridian 1 1000 con?guration guide

Nortel Meridian Meridian 1 Scripting Manual

1 Getting Started

2 Understanding and Planning Your Scripts

3 Scripting Rules and Conventions

4 Working with Script Variables

5 Creating and Administering Scripts

Section A: Creating and Editing Scripts

Section B: Importing and Exporting Scripts

Section C: Administering Scripts

6 Basic Script Commands

Section A: Basic General Commands

Section B: Basic Contact Processing Commands

7 Advanced Script Commands

8 Networking Commands

Section A: Network ACD Routing

Section B: Network Skill-Based Routing

9 Voice Processing Commands

Section A: Basic IVR

Section B: Voice Session Commands

Section C: Broadcast Announcements

10 Host Data Exchange Commands

11 Intrinsics

Section A: Skillset Intrinsics

Section B: Time Intrinsics

Section C: Traffic Intrinsics

Section D: Call Intrinsics

Section E: Open Queue Intrinsics

12 Script Expressions

13 Applications

14 Using Sample Scripts

Section A: Getting Started with Sample Scripts

Section B: Common Scripts

Section C: Network Skill-Based Routing Scripts

Section D: Nodal Routing Examples

Troubleshooting

Scripting Keywords

Using HDX

Scripting for Multimedia and Outbound

SIP Contact Center

Scripting Reference

Glossary

Index

Quick Links

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Summary of Contents for Nortel Meridian Meridian 1