Scripting 

Use

Scripting is used to make an agent at a call center aware of particular events or situations. Scripting can also be used to provide a basic reminder script, which the agent executes by having a conversation with a customer.

The scripting text can be displayed as folows:

·        Display as text only

¡        No formatting options

¡        Caller cannot personalize the text

¡        Successive display of sub-texts without headers

Components in the framework: HIDDEN SCRPT, SCRIPT_DISP

·        Display as an HTML page in the Navigation or Application Area

¡        All HTML formatting options

¡        Caller-specific text personalization

¡        No successive display of sub-texts without headers

Components in the framework: HIDDEN SCRPT, ISM_HSCRIPT

Components in the navigation or application area: ISM_SCRIPT

Prerequisites

To use Scripting, you must record a SAPscript text for each relevant activity in the CIC.

·        Select the activities in which you are interested from the list of available activities and assign this to a profile in Customizing under: SAP Media  ® Customer Service ® Customer Interaction Center (CIC) ® Component Configuration ® Assign Activities to Scripting Profile

·        You should then create the texts required in the SAP Easy Access menu under: Media Sales and Distribution ® Periodical Sales and Distribution or Advertising Management ® Sales ® Order ® Customer Interaction Center ® Administration ® Topic of Discussion and assign this to the respective activities.

The following SAPscript text symbols are available to you if you are using the HTML display:

SAPscript text	SAPscript text symbol
Business partner number	GPNR (or BPNR)
Caller number	ANI
Number dialed	DNIS
Simple order structure indicator	IS_SIMPLE (selected if only one item is displayed in the M/SD order overview)

Additional text symbols can be determined using the JYCIC001 enhancement, which are then available in the text.

Texts for the HTML display are recorded as SAPscript texts in the system. All text symbols are replaced by their values and all SAPscript commands are then executed prior to display in the HTML viewer in the CIC. The remaining pure HTML text is then displayed.

SAPscript texts in HTML format contain HTML tags. To maintain an overview of your texts in the SAPscript Editor, you should enbed HTML texts as links in SAPScript texts.

Links or forms with the SAPEVENT event can trigger the following actions in the CIC from the HTML display:

·        Trigger an OK code

Example: Trigger the ECNT OK code

<form action='SAPEVENT:OK_CODE?OK_CODE=ECNT' method='post'>

...

</form>

·        Trigger an action in the M/SD order overview

Example 1: Triggers the Suspension short dialog for the first item in the order list.

<form action='SAPEVENT:MSD_ORDERLIST?fcode=J_MSDORDERLIST_SUSP<(>&<)>index=1’ method='post'>

...

</form>

Example 2: Triggers the Suspension short dialog for the item specified in the order list.

<form action='SAPEVENT:MSD_ORDERLIST?fcode=J_MSDORDERLIST_SUSP<(>&<)>vbeln=0001350001<(>&<)>posnr=000001' method='post'>

...

</form>

·        Access an Action Box transaction

Example: Access the Action Box transaction XXXX

<form action='SAPEVENT:ACTIONBOX?TRX=XXXX' method='post'>

...

</form>