How do I add or change an agent script?

Administration > Queue Properties > Scripts

 

1. Drop down New > New Script

2. Enter Name and use the Category drop-down to place in a tab

   Welcome	Introductory messages
   Main	Often repeated knowledge-base phrases
   Sign-off	Reminder messages

    

   

    

3. Enter script using Script Wildcards in Custom Script editor or upload using Enter Script Location URL Link to intranet location containing script

%CLID_Description%	Inserts caller Contact name
%CLID_NumberE164%	Inserts caller Contact CLID
%CLID_NumberNational%	Inserts caller Contact business landline
%CLID_NumberRegional%	Inserts caller Contact business landline
%CLID_AccountCode%	Inserts caller Contact Account Code
%CLID_NumberType%	Inserts caller Contact number type
%Queue_Description%	Inserts called Queue name
%Queue_Number%	Inserts caller Queue number
%Agent_Name%	Inserts answering agent full name
%Agent_FirstName%	Inserts answering agent first name
%Agent_LastName%	Inserts answering agent surname
%Agent_ExtensionNumber%	Inserts answering agent extension number

4. Press to exit editor
5. Tick script in folder view to activate for this queue Scripts created in a queue will be available to all other queues
6. Nest further scripts in Category folders to allow selections for agents
7. Press in Queue Properties interface to save