Features

The Softdial Scripter™ framework supports all of the Softdial CallGem™ call and media controls. This means that regardless of the script being executed, the agent can

• initiate call recording
• transfer the call and data to another party
• disposition the call
• schedule ringbacks

These features can also be performed under script control without having to use any nonstandard HTML syntax.

Softdial Scripter™ works seamlessly with Softdial Campaign Manager™ to access and write back all database information both required and generated by it. This means there is no need to write any script code (i.e. VB or Java) to deal with database access.

Softdial Scripter™ provides an easy-to-use interface to allow methods in .NET assemblies to be called. This allows more complex functions, that cannot be expressed in HTML or Java/VBscript code, to be integrated.

Transferring calls between one Agent Desktop and another is a seamless operation. Blind and supervised (screened) transfers are supported with the call data being transferred automatically.

Regulatory requirements in USA specify that an automated, interactive voice and/ or key-press-activated opt-out mechanism must be available that allows consumers to make an internal Do Not Call (DNC) request when an abandon message is being played.

SCC supports this requirement via a dedicated optout queue and an optout IVR script that marks the phone number as DNC (Do Not Call).

• A fresh installation will have many of the necessary components (as listed below) configured
• An upgrade will require these components to be added/ configured manually

To enable the Opt-out mechanism

The Opt-out mechanism requires the following components to be configured:

1) optout queue

A fresh installation will have this configured automatically.

For an upgrade, in the Softdial Repository™ Campaigns & Queues tab:

1. Select the system campaign
2. Add a New queue, configured as in Fig. 1

   

   Fig. 1 - The optout queue

2) optout script

For both a fresh installation and an upgrade, the default tenant in Softdial Scripter™ now has the following optout script pre-configured:

Fig. 2 - The optout Script

This script must be assigned to the optout queue. A fresh installation will have this configured automatically.

For an upgrade:

1. In C:\<root>\Scripter2\Engine\default\Scripts, open config.xml
2. Locate the <campaigns> section
3. Add the following entry:

   <campaign name="system" queue="optout" agentType="Virtual" script="optout" />

3) Softdial Scheduler entries

For both a fresh installation and an upgrade, two virtual agents should be configured in the Softdial Scheduler config.xml (in C:\<root>\SCH), as in the following snippet:

Show config.xml

<groupSchedules>
  <groupSchedule agentID="optout_1" campaignID="system" tenantID="default" groupAddress="optout">
    <validTimes>
      <timeRange days="MON;TUE;WED;THU;FRI;SAT;SUN" start="00:00" end="23:59" />
    </validTimes>
  </groupSchedule>
  <groupSchedule agentID="optout_2" campaignID="system" tenantID="default" groupAddress="optout">
    <validTimes>
      <timeRange days="MON;TUE;WED;THU;FRI;SAT;SUN" start="00:00" end="23:59" />
    </validTimes>
  </groupSchedule>
</groupSchedules>
<agentSchedules>
  <agentSchedule agentID="optout_1" campaignID="system" tenantID="default">
    <agentDescription>optout_1</agentDescription>
    <agentExtension>optout_1</agentExtension>
    <autoWrap>false</autoWrap>
    <virtualAgent>true</virtualAgent>
    <retryLogon>true</retryLogon>
    <pendingGroupAssignment>false</pendingGroupAssignment>
    <validTimes>
      <timeRange days="MON;TUE;WED;THU;FRI;SAT;SUN" start="00:00" end="23:59" />
    </validTimes>
  </agentSchedule>
  <agentSchedule agentID="optout_2" campaignID="system" tenantID="default">
    <agentDescription>optout_2</agentDescription>
    <agentExtension>optout_2</agentExtension>
    <autoWrap>false</autoWrap>
    <virtualAgent>true</virtualAgent>
    <retryLogon>true</retryLogon>
    <pendingGroupAssignment>false</pendingGroupAssignment>
    <validTimes>
      <timeRange days="MON;TUE;WED;THU;FRI;SAT;SUN" start="00:00" end="23:59" />
    </validTimes>
  </agentSchedule>
</agentSchedules>

For further guidance, see Softdial Scheduler Configuration.

4) each campaign that requires a requeue behaviour

For both a fresh installation and an upgrade, in the Softdial Repository™ Campaigns & Queues tab:

1. Edit the campaign(s) that require(s) requeuing, as shown in Fig. 3.

   

   Fig. 3 - Requeue to inbound queue

2. Assign its abandon behaviour by selecting Requeue to inbound queue
3. Type optout in this field.
4. Click Save to close.

How it works

If the caller presses 1 when the call is in the optout script, the number will be marked as DNC in the tenant's DNC list (using the Opt Out [OO] message).

After the number is marked as DNC, all new numbers are checked as with new normal DNC checks, though numbers already sent to Softdial CallGem™ cannot be checked.