Script Building Blocks - Nortel Meridian Meridian 1 Scripting Manual

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. Commands consist of combinations of intrinsics, constants, variables,
and expressions.
Intrinsics
Intrinsics are words or phrases that you use in scripts to represent a value or a set
of values about the Contact Center Manager system. Intrinsics contain system-
wide information about skillsets, agents, time, and call traffic. Use intrinsics to
access system information, which is then used in formulas and decision-making
statements.
Example
In the following section of a script, the intrinsic AVERAGE SPEED ANSWER
checks whether contacts are answered more quickly, on average, by the support
skillset than by the service skillset. If they are, incoming contacts are queued to
the support skillset.
IF (AVERAGE SPEED ANSWER support_sk < AVERAGE SPEED ANSWER
service_sk) THEN
QUEUE TO SKILLSET support_sk
WAIT 2
END IF
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Standard 8.04
Contact Center Manager