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
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:
You should then create the texts required in the SAP
or 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 |
|
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>