XR-3969 is my feature request for "Private DIDs for internal routing".
At least I think that would potentially simplify the mechanism, being able to claim DID's which aren't routing outside of the 8x8 ecosystem (customer account) etc.
Original Message:
Sent: 06-17-2025 05:46
From: Steve ONeal
Subject: Scripts within Scripts?
I know I'm commenting on this thread about 2 years later. But, I want to help bring attention to this. As a CC builder, this inability to refer to transfer to VCC scripts with something other than a full PSTN number is very inconvenient. Especially when I have tell the customer "you need to buy X more DID's in order to accommodate this design".
And it occurs to me, if a VCC Agent's extensions (ie. 4 digit number) can be used to route from UC-->VCC as a channel. Then why can't there be 4-digit extensions assigned as VCC channels to point to scripts?
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Steve ONeal
Original Message:
Sent: 09-17-2023 22:44
From: Jonathan Lynn
Subject: Scripts within Scripts?
Not to my knowledge, the scripting function I've found to be incredibly lacking in ability to scale for the same reasons your describing.
I've considered the possibility of creating a master script which includes all call flows as a template, editing that template script when needing to make changes, then copying it as many times as needed and using go-to labels or test variables to direct each specific call flow relative to each version as necessary.
At one point I really liked the variables as a means to have a single master script which contained all call flows and could have a flag per channel or similar to determine which set of audio files inside a call flow to play but the scripting engine isn't built which highly complex designs like that in mind and problems are introduced when you use test variables to create branches directly after get digit objects and before play audio files or say text objects.
Multi language/multi region scripting adds moves and changes are also my nemesis and require significantly more effort than expected.
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Jonathan Lynn
Original Message:
Sent: 09-17-2023 20:26
From: Ben Fischer
Subject: Scripts within Scripts?
We have a pretty indepth and repetitive IVR script. Transfer to Queue and in Queue Actions are repeated 15 times in one IVR Script, and we have 4 of these for different brands. This means that every time we change our Annoucement Recordings, I have to edit 4 scripts, 15 times each. SO MUCH FUN! To be fair, the same issue arrives with referencing a post call survey script. If you change the script, you have to edit every reference and hope you got them all right.
It would be much better if you could refer to a child script in your main script and just update the child.
For example, this is repeated for multiple brands -
For enquiries relating to an existing loan, press 3.
Please select from the following options.
To make a general enquiry about your existing loan such as a change to your personal details, direct debit arrangements or access to ree draw press 1.
To let us know how satisfied you are with the level of service you are provided with today. please stay on the line after the call for a quick 2 question survey.
Post Call Survey Enrollment
qPos
Announcement 1
Announcement 2
Announcement 3
We are busy
qPos
Announcement 1
Announcement 2
Announcement 3
To speak with a member of our discharges team, press 2.
To let us know how satisfied you are with the level of service you are provided with today. please stay on the line after the call for a quick 2 question survey.
Post Call Survey Enrollment
qPos
Announcement 1
Announcement 2
Announcement 3
We are busy
qPos
Announcement 1
Announcement 2
Announcement 3
To speak with the member of our arrears team, press 3.
To let us know how satisfied you are with the level of service you are provided with today. please stay on the line after the call for a quick 2 question survey.
Post Call Survey Enrollment
qPos
Announcement 1
Announcement 2
Announcement 3
We are busy
qPos
Announcement 1
Announcement 2
Announcement 3
To enquire about making a change to your existing loan such as applying for additional funds, switching interest rate options or to obtain a payout figure, please press 4.
To let us know how satisfied you are with the level of service you are provided with today. please stay on the line after the call for a quick 2 question survey.
Post Call Survey Enrollment
qPos
Announcement 1
Announcement 2
Announcement 3
We are busy
qPos
Announcement 1
Announcement 2
Announcement 3
or to hear these menu options again press 0.
GOTO MENU
If we could script within script the above would instead be
For enquiries relating to an existing loan, press 3.
Please select from the following options.
To make a general enquiry about your existing loan such as a change to your personal details, direct debit arrangements or access to ree draw press 1.
To speak with a member of our discharges team, press 2.
To speak with the member of our arrears team, press 3.
To enquire about making a change to your existing loan such as applying for additional funds, switching interest rate options or to obtain a payout figure, please press 4.
or to hear these menu options again press 0.
which calls the below child scripts.
If I needed to make a change, I just update the below 2 scripts and all scripts using these are updated on next run. Does anything like this currently exist in 8x8?
[QUEUE_XFER]
qPos
Announcement 1
Announcement 2
Announcement 3
We are busy
qPos
Announcement 1
Announcement 2
Announcement 3
[POST_CALL_SURVEY]
To let us know how satisfied you are with the level of service you are provided with today. please stay on the line after the call for a quick 2 question survey.
Post Call Survey Enrollment
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Ben Fischer
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