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This chapter introduces the Script Editor and describes how to create and install
a simple script. It includes:
• An introduction to routing scripts and administrative scripts
• Instructions on how to use the Script Editor tool
• Procedures for creating, validating, saving, and scheduling a script
Subsequent chapters provide more detail about ICM software scripting language
and other features of the Script Editor.
Note The input terminal appears only after a connection is made to the node.
If the node’s operation succeeds, control flows from the node through the success
output terminal (indicated by the checkmark). If the node’s operation fails, control
flows from the node through the failure output terminal (indicated by the X). For
example, in the case of the Select node, if a target is selected, control flows
through the success terminal. If no target is found to satisfy the selection rule,
control flows through the failure terminal.
The information you provide through nodes, and the connections you establish
between them, instruct ICM software how to best handle a call. Figure 1-2 shows
a simple script and describes the steps it would take in processing a routing
request.
Note Only a subset of the Script Editor’s nodes can be used in an administrative
script. (The Script Editor will prevent you from inserting invalid objects in an
administrative script.)
• The Routing tab contains objects specifically related to how ICM software
classifies or routes a call.
• The Targets tab contains objects that are call routing targets, that is, where
the routing client sends a call.
• The VRU tab contains objects specifically related to ICM software’s
interaction with an IVR/VRU.
You can reposition the object palette as you would a toolbar. In addition, you can
choose to display large icons (with text labels) or small icons (without text labels.)
There are two methods of moving objects into the workspace:
• Drag-and-drop. Place the cursor over an object and press the left mouse
button; drag the object into the workspace and release the mouse button.
• “Sticky” mode. Place the cursor over an object and click the left mouse
button; move the cursor into the window’s workspace and click the mouse
button. To insert more of the same node, reposition the cursor and click again.
To turn sticky mode “off,” either move the cursor back over the object on the
palette and click the left mouse button or click the palette’s Selection mode
icon.
Script Modes
The Script Editor supports three modes:
• Edit mode. You can view the script and make changes to it. The script
background is white. This is the default mode for new scripts. When you enter
edit mode, the Script Editor automatically obtains the script lock. If the lock
is not available, you cannot enter edit mode.
• Browse mode. You can only view the script; you cannot make changes. The
script background is gray.
• Monitor mode. You can view the script and monitor how it processes calls;
you cannot make changes. The script background is gray.
The Script Editor displays the mode of the current script in the Script Editor status
bar. In order to make changes to a script, the script must be in edit mode. (When
you create a new script, the Script Editor automatically places it in edit mode.)
You can change the mode at any time by choosing the appropriate option from the
Script menu (Edit Script, Browse Script, or Monitor Script) or by clicking one of
the mode buttons.
Creating a Script
To successfully create or edit a routing script file that can then be scheduled and
run by ICM software, you must do the following:
• Start the Script Editor and open a script.
• Place nodes in the workspace, draw connections between them, and edit their
properties.
• Validate the script.
• Save the script.
Note You can also create a script by copying one from another system. For more
information, see Importing and Exporting Scripts in Script Administration.
The sections that follow take you through the process of creating a simple script.
Step 1 Double-click the Script Editor icon in ICM software Admin Workstation group.
The Script Editor window opens.
Step 2 In Script Editor, choose File > New from the menu bar or click the New Script
button on the main toolbar. The Create a New Script dialog box appears.
Step 3 Click the button for a routing script. This creates an empty script in edit mode
that consists only of a Start node.
First, you’ll insert a Select node and Skill Group nodes to set a rule which ICM
software can use to choose among a set of targets.
Step 1 Position the mouse pointer over the Select object on the object palette’s Routing
tab. Press-and-hold the left mouse button and drag a Select object to below the
Start node in the script window workspace.
Step 2 Position the mouse pointer over the output terminal of the Start node.
Press-and-hold the left mouse button and drag a connection to the Select node. A
connection line appears between the two nodes and an input terminal appears on
the Select node.
Step 3 Position the mouse pointer over the Skill Group object on the object palette’s
Targets tab. press-and-hold the left mouse button and drag a Skill Group object to
the right of the Select node you created.
Step 4 Right-click the Skill Group and choose Properties from the shortcut menu. The
Skill Group Properties dialog box appears.
Step 5 Click the Add Targets button. The Add Skill Groups Targets dialog box appears.
Step 6 Select a value from the Available Targets list and click the Add button. Repeat
until all the skill groups you require appear in the Add Targets list.
Step 7 Click OK to add the changes to the Skill Group Properties dialog box.
Step 8 If necessary, specify a Route or Translation Route value using the drop-down lists.
Step 9 Click OK to close the Skill Group Properties dialog box.
Step 10 Position the mouse pointer over the Select node’s success output terminal.
press-and-hold the left mouse button and drag a connection to the Skill Group
routing target. A connection line appears between the Select node and the Skill
Group routing target and an input terminal appears on the routing target.
Step 11 Right-click the Select node and choose Properties from the shortcut menu. The
Select Properties dialog box appears.
Step 12 Click OK to accept the default values—the Standard selection rule of Longest
Available Agent (LAA) and the evaluation order of Start with First Target—and
close the dialog box.
Note For more information on selection rules, see Standard Selection Rules in
Target Selection.
Next, you’ll connect an Announcement node to the Select node’s failure terminal.
Step 1 Drag an Announcement object from the object palette’s Targets tab to below the
second Select node.
Step 2 Right-click the Announcement node and choose Properties from the shortcut
menu. The Announcement dialog box appears, displaying all announcements
currently configured for the system.
The script is complete and you can now validate and save it.
• Some Properties dialog boxes include a Validate button that allow you to
check the settings before closing the dialog box.
• Script > Validate Script and the Validate button
examine the current script.
• Script > Validate All and the Validate All button
examine all saved scripts or all open scripts.
Step 1 Within a node’s Properties dialog box, click the Validate button. One of the
following happens:
• If the Script Editor does not detect any problems, it displays the following
message.
• If the Script Editor does detect problems, it displays an error message. For
example, if a Skill Group Properties dialog box contains a Skill Group entry
that does not include a route, the following error message displays after
clicking the Validate button.
Step 1 Within Script Editor, select Script > Validate or click the Validate Script button
on the main toolbar. One of the following happens:
• If the Script Editor does not detect any problems, it displays the following
message.
• If the Script Editor does detect problems, it displays the Validate Script dialog
box, which lists all errors and warnings generated by the validation routine.
(The total number of errors and warnings are summarized in the dialog’s
status bar.) An example dialog box with several errors and warnings is shown
below.
Step 2 Click the Next Error button to step through the errors and warnings. As you move
through the messages, the Script Editor highlights the script object that caused the
error.
Step 3 When you have finished reviewing the errors, click Close to close the dialog box.
Note ICM software cannot begin using a script until you have saved it.
Step 1 Within Script Editor, select File > Save or click the Save button on the main
toolbar. Since this script has not been saved before, the Save As dialog box
appears.
Step 2 The Script Editor assigns a temporary name (such as SCRIPT1) in the Script
Name field.
Step 3 You can type a new name in the Script Name field or choose the name of an
existing script from the selection list.
Step 4 Optionally, deselect the Activate Script Version After Save checkbox.
Note When you save a script, the Script Editor attaches a version number to
the name. By default, the Script Editor will make the most recent
version of a script the active version. An active script is the version
that ICM software runs if the script is currently scheduled. (For more
information on active scripts, see Script Administration.)
Activate requires that the script be put in browse mode, which releases
the lock. If a script is not activated, the script stays in edit mode and
the lock is not released.
Step 5 Click Save to save the script to ICM software database. The Script Editor
automatically tests that the script is valid and the script lock you hold on it is
released so that other users can make changes to the script.
Note If the script is not valid, you can still save it, but ICM software cannot
put it into service.
Step 1 Right-click the node and choose Properties from the shortcut menu. The
Properties dialog box appears.
Step 2 Click the Comment tab. (The Announcement node’s Properties dialog box
Comment tab is shown below.)
Step 3 Enter the text you want displayed in the node and choose how you want the text
justified within the node by clicking one of the nine alignment boxes. (Vertically,
you can justify the text to the top, bottom, or center of the node. Horizontally, you
can justify the text to the left, right, or center of the node.)
Step 4 Click OK to return to the script window workspace. The text you entered now
appears in the node, centered both vertically and horizontally, in place of the
announcement name.
Step 1 Drag the Comment object from the object palette’s General tab to where you want
the comment to appear in the script. A comment “note” appears.
Step 2 Right-click the comment and choose Properties from the shortcut menu. The
Comment Properties dialog box appears.
Step 4 Click one of the three justification buttons to indicate that the text be
left-justified, centered, or right-justified. If you want the height of the comment
object to be automatically adjusted to the length of the text, choose Auto-Size
Height. Otherwise, you can adjust the height by sizing the comment with the
mouse.
Step 5 Click OK to return to the script window. The text you entered appears in the
comment object.
Within the Script Editor, select File > Exit. If you have any unsaved changes, the
Script Editor prompts you to save the changes.