Scripts¶
The visual script editor is a tool for the supervisor (or administrator) to create and edit scripts that automatically handle certain parts of the system, especially communication to clients. You can create scripts of different models, e.g. IVR, IMR, ICR, WF, etc.
The editor can be found in the FrontStage administration, in specific in the list of editors, under .
Note
To use it, you need the EditScript role with the appropriate permission level.
The running editor displays a list of all scripts on the system that can be worked with.
In the upper right corner there are buttons for interacting with the scripts:
Export definitions - downloads the
jsonconfiguration of tagged scripts (if nothing was tagged, downloads the definition of all available scripts)Create script - displays a dialog for creating a script header
Click on a specific script to open the visual designer (used as an editor), which you use to define the internal logic, i.e. states, transitions, conditions, sequences, etc.
It contains function buttons for working with the script as a whole.
Create copy - displays a window for entering header parameters, where the currently edited script serves as a template
Switch to production - activates the script on your instance according to the header parameters, if this fails for some reason, an interactive warning message is displayed
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Creating a script header¶
Open the editor so that you can see the list of scripts. On this screen there are buttons for interaction, press Create script. In the window that pops up, fill in its header. It contains:
Model - what type of script it is, e.g. IVR, IMR, etc.
Name - name appearing in the list and other selections
Form - form for saving script data (i.e. inputs from customer), if not filled in no data is saved
Machine - identification of the device to run the script (ID in the
Devicedatabase table). For more information see. IVR scriptsDescription - possibility to insert any text, for better clarity
Group name - classification in the script group (categorization may also serve for diverting calls among the lines)
Note
The logic for AS7 is, that both IVR and Waiting queue can act as the same line. For cases, when you want to supervise the calls, but do not want to interfere with currently active IVR voice, it is possible to set the IVR scripts and devices the way, the call is diverted to the line, where you precisely know it’s already a Waiting queue. Diverting is realised by the synchronous service. More info can be obtained from Frontstage consultants.
Timeout - Maximum time [s] during which the IVR processes the call. When the limit is exceeded, the script is terminated and the IVR input is released.
Press Create script to return to the list, where the new header will already be present.
Script design¶
You create the internal logic and sequences in the visual designer. It consists of a panel with available logic elements [1], a “canvas” [2], and a panel with options for a specific element [3].
The elements are dragged with the mouse onto the canvas, where they can be arranged freely.
Available logic elements:
Start -
End
Mark
Delay
Switch
The elements have two types of nodes, input(white) and output(blue). You can connect the output to the input to create a sequence of information processing (direction matters, so the reverse is not possible). The connection is shown graphically by a connecting line.
To insert a connecting line, hover the cursor over the element’s output, press and hold the left mouse button and drag. In the move, hover the cursor over the input of the next element, where you release the button.
To delete a line, select it with the mouse (this is indicated by a blue shadow around it) and press Delete.
Element options¶
Clicking on a specific element will bring up its options on the right side, where you fill in its internal settings necessary for proper function. Each element has specific options.
Click on the canvas(besides any item) to display the header options you have set in the previous steps.