Transcript Enter Title Here

AACC: Introduction to Scripting
and Call Flow Design
Vicki Bowlin
Chrysalis Software
Agenda
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What are Scripts?
Software Tools – Service Creation Environment
Elements of Scripting
Actions Performed in Scripts
Sample Script
Advanced Script Functionality
Best Practices
Closing
What are Scripts?
• A script is a set of instructions for calls to
follow when they arrive in the system.
• Scripts have long been the method of defining
call flow on Nortel systems. The Avaya
equivalent to a script is a vector.
• Scripts serve the following functions:
– Define the call flow path and treatment
– Define reporting entities – Applications
Service Creation Environment
• Administer applications using SCE (Service
Creation Environment).
• Applications can be constructed in text-based
or flowchart formats.
SCE (Service Creation Environment)
Text-based Applications (Scripts)
Flow-based Applications
Types of Scripts
• Master Script The first stop for all incoming calls, it filters the call
to the appropriate primary script.
• Primary Script Queues calls and plays messages and music.
Optionally, may just assign values to be used, then pass the call over to a
secondary script. Establishes an Application for reporting purposes.
• Secondary Script Any script that is referenced by a primary
script. This is usually done when multiple scripts have the same call
treatment.
• Network Script Used in a networked environment where NCC is
involved. Handles treatment for calls that arrive at the destination, but the
reserved agent has become unavailable.
Filtering Calls to Primary Scripts
• Master Script can look at different parameters
to filter the call to the correct primary script.
– DNIS
– CDN
– CLID (Full or
Partial)
Script Variables
• Benefits
– Reference a value from multiple scripts
– Allow users to modify certain settings
– Variable changes are faster and easier than script changes.
• Types
– Global - These store static values like business hours, holidays, call
priorities.
– Call – Dynamic values that may be changed within the script (using the
ASSIGN TO command) and apply only to that call.
– Wild – Call variables that can be changed by one call and referenced
by another call (using the READVAR/SAVEVAR command).
Application Writing Process
Excerpt from Avaya technical documentation “AACC Configuration - SCE Application Development”
Checking for Closures
• First in most applications, various checks are
performed to identify closures.
– Holidays
– Business Hours
– Emergency/
Evacuation
– Training/Meetings
– Skillset Out of
Service
Getting the Call Answered
• Options for getting a call to an agent include:
– QUEUE TO SKILLSET [<skillset>, <skillsetlist>]
This targets a group of agents; any who have the specified skillset
assigned. May also specify a list of skillsets.
– QUEUE TO AGENT [<agentID, <agentIDlist>]
This targets a specific agent or list of agents.
• With either command, call priority can be
specified:
– WITH PRIORITY [1-10]
Determines the call’s priority in comparison to other calls that an
available agent is eligible to handle.
Announcement Sources
• Sources
– CallPilot – unified messaging system with ports
dedicated to AACC
– RAN (Recorded Announcement) – MIRAN or
third-party announcement device
– MAS (Media Application Server) – used with SIP
contact center implementations, including the UC
Platform (Communication Manager)
– Third-party IVR – other IVR or voice messaging
systems may be used, but separate ports must be
dedicated per announcement
Playing Announcements
• GIVE RAN – plays an announcement from MIRAN or a thirdparty announcement device (no digit collection)
• GIVE IVR – plays an announcement from MAS, CallPilot, or
third-party IVR (with digit collection)
• GIVE CONTROLLED BROADCAST ANNOUNCEMENT – plays an
announcement to up to 50 callers on a single CallPilot port (no
digit collection)
• OPEN VOICE SESSION – plays an
announcement to a single caller
on a single CallPilot port (with
digit collection)
Setting Caller Expectations
• Expected Wait Time
– Minute Specific
– General
– High Volume Notification
• Position in Queue
– Position Specific
– General
• Variables that Effect Accuracy
– Logged In Agents
– Call Priorities
– Variation in Traffic Patterns
Sample Script – Slide 1 of 3
• This series of slides will show a very basic
sample script. First, we perform checks…
Sample Script – Slide 2 of 3
• Queue the call, consider the out-of-service
condition, and begin playing music…
Sample Script – Slide 3 of 3
• Repeat treatment in a wait loop…
Using Secondary Scripts
• Primary Script assigns values to call variables then hands off
to a secondary script that performs call treatment.
• The secondary script references the call variables in place of a
skillset name and priority.
Interacting with Callers
• Menus
Prompt callers to select an
option from a menu to get them
to the right place.
• Prompt for Identification Information
Ask the caller to enter an account number or other personal
identification number for use in database queries and/or screen
pops.
• Prompt for Routing Information
Allow the caller to enter their party’s extension or an agent’s ID
number to direct their call.
Menus
• Menus can be played in scripts using either of
these commands:
– OPEN VOICE SESSION (CallPilot)
• All menu logic is contained in the script
– GIVE IVR (CallPilot, MAS, or Third-Party IVR)
• Menu logic is stored external to the script
• When the resource disconnects the port, control returns to
the script
• Types of Menus
– Up-front menus to direct the caller to the right skillset
– In-queue menus to allow the caller to opt out to voice mail, a different
language, backup agents, etc.
Collecting Information
• Why prompt the caller for their account
number, ticket number, or other information?
– Return account information and
play back balance, status, etc.
– Return account status that can be
used to route the call appropriately.
(Send overdue accounts to
Collections, for example)
– Validate the caller, attach the data
to the call, and use that data to
populate a screen pop.
– Populate a screen pop without
validating the caller against a database.
Database Queries
• Configure SQL or Stored Procedure on the CCMS using the
DIW (Database Integration Wizard)
• Write script with HDX (Host Data Exchange) commands to
perform query and attach data to the call:
Best Practices
• Plan scripts/applications with reporting in mind.
Determine requirements for application, skillset, and
CDN reports before developing scripts.
• Conduct review and approval process with contact center
management. Get them involved in testing.
• Focus on getting calls to the best qualified agent as soon
as possible.
• Only play EWT or PIQ once at the start
of the call.
Best Practices, continued…
• Include checks in your wait loops! Make sure the call is
still queued and agents are still logged in.
• Use comments often to explain what is happening in
your script/application.
• Keep menus to 5-6 options and no more than 2 levels
deep to avoid frustrating the caller.
• Make changes in Local view first, then synchronize with
Contact Center view.
• Make sure to save backup copies of your scripts on a
regular basis.
What Else?
• Topics we didn’t cover:
– Scripting for Multimedia Contacts
– Scripting for the SIP Contact Center
– Advanced Menu Configuration and Error Handling
Chrysalis Services
• For all of your scripting or AACC
implementation needs, call on us!
• We’re not just scripting experts, we also
offer these services:
– IVR / Self-Service
– CTI / Screen-Pops
– Outbound Notification
• Contact us for a quote:
Steve Hoffman
[email protected]
(415)339-8837
Continue Learning
• Read the Avaya technical document “AACC Configuration –
SCE Application Development” (NN44400-510)
• Request additional training from Chrysalis Software. We
provide training on all aspects of AACC from the agent level to
the administrator level.
• Take the AACC: Service Creation Environment course (search
for course 3610) from:
– In the U.S.: www.globalknowledge.com
– Outside the U.S.: www.avaya-learning.com