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Scripts within Scripts?

  • 1.  Scripts within Scripts?

    Level 2 Contributor
    Posted 09-17-2023 20:26

    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 

      Forward to Queue

      Loop 1 time

        30seconds

      Loop 1 time

        10min

        qPos
        Announcement 1
        Announcement 2
        Announcement 3

      Loop 999 times

        10min

        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 

      Forward to Queue

      Loop 1 time

        30seconds

      Loop 1 time

        10min

        qPos
        Announcement 1
        Announcement 2
        Announcement 3

      Loop 999 times

        10min

        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 

      Forward to Queue

      Loop 1 time

        30seconds

      Loop 1 time

        10min

        qPos
        Announcement 1
        Announcement 2
        Announcement 3

      Loop 999 times

        10min

        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 

      Forward to Queue

      Loop 1 time

        30seconds

      Loop 1 time

        10min

        qPos
        Announcement 1
        Announcement 2
        Announcement 3

      Loop 999 times

        10min

        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.

    [POST_CALL_SURVEY]

      Forward to Queue

    [QUEUE_XFER]

       To speak with a member of our discharges team, press 2.

    [POST_CALL_SURVEY]

      Forward to Queue

    [QUEUE_XFER]

       To speak with the member of our arrears team, press 3.

    [POST_CALL_SURVEY]

      Forward to Queue

    [QUEUE_XFER]

       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.

    [POST_CALL_SURVEY]

      Forward to Queue

    [QUEUE_XFER]

       or to hear these menu options again press 0.

     GOTO MENU

    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]

      Loop 1 time

        30seconds

      Loop 1 time

        10min

        qPos
        Announcement 1
        Announcement 2
        Announcement 3

      Loop 999 times

        10min

        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 



    ------------------------------
    Ben Fischer
    ------------------------------



  • 2.  RE: Scripts within Scripts?

    Posted 09-17-2023 22:45

    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
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    Original Message


  • 3.  RE: Scripts within Scripts?

    Posted 09-18-2023 01:00

    When we signed up (2020) we were told this was under development - and we've chased this up several times though you can imagine how that went...

    At present we use a half dozen ALN's and have separate scripts to break the IVR into sections so that we can manage it properly - not ideal!



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    David
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    Original Message


  • 4.  RE: Scripts within Scripts?

    Posted 09-18-2023 01:27

    We started to get some spam calls to our "dummy ALN" channels and that really causes a headache.

    I've a feature request in for "private routing numbers" but in reality there should be a much better way of doing this.



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    Jonathan Lynn
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    Original Message


  • 5.  RE: Scripts within Scripts?

    Level 2 Contributor
    Posted 09-18-2023 01:38

    Feature Requests XR-5150

    Share with your account managers! 

    :)



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    Ben Fischer
    ------------------------------

    Original Message


  • 6.  RE: Scripts within Scripts?

    Posted 09-18-2023 01:49

    A sample below of mine as well...

    Jira Subject Description
    XR-2228

    Feature Request: VCC Audit Logs

    The VCC platform should have audit logs to allow us to stay in compliance.
    XR-4418 Feature request: 8x8 work should have an optional setting per user to recognise a call from VCC and never forward to voicemail.
    XR-3974 Script issues: Cannot use "Test Variable" in flow when it sits between Get Digit and Play or Say Objects.
    XR-3969 "Private" DIDs for internal routing instead of real DID's that are accessible from external by default.
    CCSUP-63175,XR-4176 Issue: UI Bug in Audio File Upload Feature on VCC when a notification or error message is showing. There is a very frustrating bug in the UI on VCC CM when using the Audio File Upload Feature when a notification or error message is showing. 
    XR-1996 Increase range of values in Post Call Survey to between 0-10. Issue/Impact - Align post call survey feature with industry standard for Net Promoter Score (NPS) range of responses which is 0-10 instead of PCS limit which is 1-9. Business Requirements - See above Expected Results - Increase range of values in Post Call Survey to between 0-10.
    XR-2102 Misc List of Feature Requests for VCC Configuration Manager.

    1.) Please allow Queues to be copied from an existing queue like a script can.

    2.) Under Queue, Edit Voicemail , IVR, please allow "Voice Mail Delivery Message (Played to Agent)" audio file to be selected from main VCC audio files list.

    3.) Include category tagging for queues

    4.) For all tables, please allow direct editing of the fields rather than having to click into each line item. Maybe even a checkbox for each line to allow bulk changed, e.g. assign more than one user to a category simultaneously.

    5.) Allow a template for each item to be copied over the top of existing items, giving the admin the option to keep items updated as per the template.

    6.) Include a transcription section per audio file which is mandatory when uploading an audio file, to help identify wording contained within audio file. On PDF Export section of VCC Script Manager, include the above script wording in the export PDF so to fully understand the script contents / caller experience.


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    Jonathan Lynn
    ------------------------------

    Original Message


  • 7.  RE: Scripts within Scripts?

    Posted 09-18-2023 02:11

    @Jonathan RE XR-4418

    We've had to disable @work voicemail for all our agents to achieve this (might help):

    When calls are rejected (From the VCC) they go back into the queue to be picked up by the next agent



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    David
    ------------------------------

    Original Message


  • 8.  RE: Scripts within Scripts?

    Posted 09-18-2023 02:20

    Yeah, but in my opinion this isn't foolproof enough.

    We really just want to be able to enforce a setting to make the 8x8 Work Endpoint to behave in a controlled and expected way for VCC system calls.

    e.g. 8x8 Work can only ring during offer timeout period or not (offline, busy), no call waiting, no voicemail transfer, no forward to anything from anywhere, deskphone or otherwise.




    Original Message


  • 9.  RE: Scripts within Scripts?

    Posted 09-18-2023 02:29

    Yeah it is just another workaround!

    I'm hoping that when they integrate the WebRTC softphone into the agent workspace we might see some improvements around this...

    But your suggestion would be much better as it would allow agents to work in both worlds



    ------------------------------
    David
    ------------------------------

    Original Message


  • 10.  RE: Scripts within Scripts?

    Posted 09-18-2023 02:32
    Yeah, Agent Softphone looks promising, I'll need to do full testing before I'll call it a fundamental improvement on all counts.

    The concept of the "full XCaaS" stack needs more cohesion from my experience so far.





    Original Message


  • 11.  RE: Scripts within Scripts?

    Posted 09-18-2023 03:53

    Minor correction:

    1.) Please allow Queues to be copied from an existing queue like a script can.

    You can "Copy" a queue, I think if i remember correctly, i was hoping the "Copy from" option like a script was a possibility instead, or even better a bulk mechanism and/or csv upload to add/move/change would be helpful.



    ------------------------------
    Jonathan Lynn
    ------------------------------

    Original Message


  • 12.  RE: Scripts within Scripts?

    Level 2 Contributor
    Posted 09-18-2023 16:59

    XR-5150

    Be able to run Scripts within Scripts

    XR-5125

    Warm Transfer to Queue (like Warm Transfer to Agent)

    XR-5126

    Delegate "Monitor" Ability for training purposes without Supervisor Access



    ------------------------------
    Ben Fischer
    ------------------------------

    Original Message


  • 13.  RE: Scripts within Scripts?

    Posted 29 days ago

    I have done a version of this for customers by using variables and additional channel numbers. You can create a simple front-end script which sets a variable and then transfers to another script where you can evaluate the variable using the test variable option. 



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    Brandon Jenkins
    ------------------------------

    Original Message


  • 14.  RE: Scripts within Scripts?

    Posted 29 days ago

    I just wish there were private DID's available for this purpose.

    We've had spam calls hitting these DIDs in the past and had to move stuff around more than I'd like.



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    Jonathan Lynn
    ------------------------------

    Original Message


  • 15.  RE: Scripts within Scripts?

    Posted 29 days ago

    You can block the spam calls with pick list items

    https://support.8x8.com/contact-center/8x8-contact-center/settings/how-to-block-numbers-in-8x8-contact-center



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    Brandon Jenkins
    CBA Solutions
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    Original Message


  • 16.  RE: Scripts within Scripts?

    Level 2 Contributor
    Posted 27 days ago

    Brandon, do you have an example or screenie to show what you mean?

    Also, is it possible to pass variables to the Agent Workspace like you can with Exteral IVR? https://support.8x8.com/contact-center/8x8-contact-center/developers/8x8-contact-center-external-ivr-api

    Use case: I have an IVR which which has options to gauge customer intent, but the same queue handles multiple intents. It would be nice to have the one queue (for simplicity) but display to the agent what the user's intent was - such as



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    Ben Fischer
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    Original Message


  • 17.  RE: Scripts within Scripts?

    Posted 27 days ago

    Hi Ben,

    Setting a variable doesn't make the variable display for the agent. Regarding the script to script, just make sure you're enabling the same variables in each script. You will be able to read the variable set in the first script within the second script using the Test Variable option and then do something if true. 

    I am traveling but can pull a sanitized version of the script together later this week/weekend. 

    Brandon



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    Brandon Jenkins
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    Original Message