Sample Scripts

[Karen_H]

Hi,

Does anyone know where I can get some sample scripts from for the Avaya Contact Center CC6? I'm trying to script the following:

Caller rings main number, they get press 1 for New Customer, 2 for existing. Then when one of the options is pressed, they get another set of options. For some reason I can't get the scripts to link? I've set up the CDN so that it executes the script which has the first set of options, but then I need to make it look for a second set of options. Do I set up a new CDN and ROUTE CALL to that or do I simply point it to the script for that option?

Any help/guidance would be soooo much appreciated

Karen

 

[bignose21]

To get to the seconc set of options guess you played an announcement an the collected a digit, I am still using Avaya Blue and Access Link to the callpilot, but the bit your talking about should be much the same:

ASSIGN 0 TO digit_choice_cv

SECTION two_choice

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT Your_Audio_Message_vs
COLLECT 1 DIGITS INTO digit_choice_cv INTER DIGIT TIMER 4
END VOICE SESSION

WHERE digit_choice_cv EQUALS
VALUE 1: EXECUTE SCRIPT NEW_CUST_sk
VALUE 2: EXECUTE SCRIPT EXISTING_CUST_sk
DEFAULT: EXECUTE two_choice <--This is if you want to repeat the options should they get it wrong
END WHERE


*************************

Or if you didnt want to step off to another script but wanted the next level of IVR in same script something like:

WHERE digit_choice_cv EQUALS
VALUE 1: EXECUTE NEW_CUST
VALUE 2: EXECUTE EXISTING_CUST
DEFAULT: EXECUTE two_choice <--This is if you want to repeat the options should they get it wrong
END WHERE

SECTION NEW_CUST

<all the options etc. in here>

SECTION EXISTING_CUST

blah