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Procedure documentationAssigning Scripts to Call Lists Locate this document in the navigation structure

 

You can use this procedure to assign scripts to call lists. Agents have easy access to assigned scripts when they work with call lists and campaigns.

Example Example

As an interaction center manager, Ms. Moore has created a script to guide her agents in consistently presenting and selling new magazines for the fall season. She wants to make the script easily accessible so that all the agents use it, so she assigns it to the Fall Subscription Drive call list.

End of the example.

Prerequisites

You have created the scripts and call lists that you want to link.

Procedure

  1. On the SAP Easy Access screen, choose   Interaction Center   Supporting Processes   Outbound Calling   Call List Maintenance  .

  2. Select the call list that you want to assign the script to.

  3. Choose Business Context.

  4. Choose Add IC WebClient Script.

    Dialog box Restrict Value Range appears.

  5. Enter search criteria for the script you want to assign to this call list and choose Start Search.

    The results list appears.

  6. Select a script and choose Copy.

    The script you selected appears as a link in the business context of this call list.

Result

The system displays the script you have assigned when agents select a call from the call list (before dialing). When agents dial or accept calls, the system also automatically starts the assigned script.