05-25-2012 12:56 PM - edited 03-14-2019 09:56 AM
I need to modify a call center script which will redirect the customer to another contact center(call center) basically after they press option 1 for example, it redirects them back to another script.
I don't have a test env for this to test..
here is the flow
Script A
start
start_call
Accept
Get Call Contact Info
Mainmenu
Menu
0 <---------------------------------------------------------- call goes to the Customer Contact Center
*mainmenu_option0
1
* call Subflow ( script B )
2
3
4
Script B
start
start_call
Accept
Get Call Contact Info
ApplicationMenu
Menu
1 <---------------------------------------------------after the customer presses option 1 here, i want to send them back to option 0 in the above script to the *Call Subflow ( script C)
Customer Contact Center for call handling.
if
true
false
2
3
4
Can i use Goto to send them from script B option1, to script A option 0 or does Goto only work within the same script?
How else could i do this? I dont want to send them back to script A at the start of the call, i need to send them to script A, option 0 directly.
Thanks All, really appreciate the help.
Solved! Go to Solution.
05-25-2012 01:34 PM
Can i use Goto to send them from script B option1, to script A option 0 or does Goto only work within the same script?
No. Goto steps only work within the same script.
How else could i do this? I dont want to send them back to script A at the start of the call, i need to send them to script A, option 0 directly.
This depends how you got to scriptB in the first place. If you called scriptB as a subflow you can skip to the end of the subflow script using a Goto step. When the subflow ends the call will return to the calling/parent script. Just have the next step after call subflow be a Goto that jumps back to the menu.
If on the other hand you used a Call Redirect or Transfer you'll need to redirect it back and add a switch step after the Get Call Contact Info step in scriptA. Use the called number as the cases with the "normal" trigger being the default case. You then add additional triggers to the application and define them as cases. In each of those cases you have a goto step that jumps forward in the code. Example:
Footnotes:
05-25-2012 01:34 PM
Can i use Goto to send them from script B option1, to script A option 0 or does Goto only work within the same script?
No. Goto steps only work within the same script.
How else could i do this? I dont want to send them back to script A at the start of the call, i need to send them to script A, option 0 directly.
This depends how you got to scriptB in the first place. If you called scriptB as a subflow you can skip to the end of the subflow script using a Goto step. When the subflow ends the call will return to the calling/parent script. Just have the next step after call subflow be a Goto that jumps back to the menu.
If on the other hand you used a Call Redirect or Transfer you'll need to redirect it back and add a switch step after the Get Call Contact Info step in scriptA. Use the called number as the cases with the "normal" trigger being the default case. You then add additional triggers to the application and define them as cases. In each of those cases you have a goto step that jumps forward in the code. Example:
Footnotes:
05-25-2012 03:34 PM
Thanks Jon, bare with me.
What im understanding from your explanation i just need to be clear - and i need to do this in baby steps thanks for the design suggestions, i need to make as little modifications as possible to keep this change low risk.
this is true assumption
This depends how you got to scriptB in the first place. If you called scriptB as a subflow you can skip to the end of the subflow script using a Goto step. When the subflow ends the call will return to the calling/parent script. Just have the next step after call subflow be a Goto that jumps back to the menu.
where do i put the Goto step? scriptA or B?
here is more detail on the flow.
scriptA start
accept
get call contact info
Mainmenu
Menu(Triggering contact, mainmenu)
0 - mainmenu option 0 <----------------------------------------- (i need) the call to end up here after pressing option 1 in script B.
call redirect (triggering contact, to mainmenu option 0 )
successful
Goto End
busy
Goto Terminate call
invalid
Goto Terminate call
unsuccessful
Goto Terminate call
1 - call subflow(scriptB)
jump over to scriptB - what (i need) is in parenthesis
script B
start call
accept
get call contact info
application menu
menu (triggering contact, application menu)
1 - call subflow (scriptC) <------------- (I need) After the customer presses option 1 - then go to script A option 0 - not call the subflow C which presents menu options and then goes to a queue or voicemail.
if (setroutineAvm =true ) then
true
call redirect <----------------------------------------------------sends to mailboxA
false
if (setroutineBvm=true)then
true
call redirect <----------------------------------------------------------sends to mailboxB
false
Goto end
hope that makes sense or help me make sense of it
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