Common data > Customer relation > Marketing > Call script running 

The call scripts are an extremely important form of assistance to employees for use during a telephone call covering many business areas:

  • Facilitates the collection of information,
  • Assisted entry to the BP and Contacts database,
  • Access to specialized questionnaires.

These call scripts are preferably used within the framework of call campaigns, but it is also possible to use a script whilst carrying out a personalized call.

This function is used both to create new scripts and to modify existing scripts in a way that is independent of the call campaign assistant.

Prerequisite

SEEREFERTTO Refer to documentation Implementation

Screen management

The call script function is used to display the list of all the scripts already defined in the application. For each of these, it is possible to view the questions that comprise the script as well as the name of its author and its creation date. All the scripts existing in the application will be displayed, whether active or inactive.

Reminder: During the definition of a question it is strongly advised to respect the following entry code:

  • Enter the name of the question
  • Define the response type
  • Define the storage characteristics for the response outside of the questionnaire.
  • Define the different routing conditions possible

SEEINFO Only save a question after the entry of the different routing conditions.

Access to the next question

A contextual menu Next question is available for each routing condition leading to a new question.
A click on this menu loads all the characteristics for the question associated with the selected routing condition.

Access to the previous question

The Question no. field contains a contextual menu "Previous question". A click on this menu is used to view the characteristics of one of the questions that is used to access the current question.

Header

Fields

The following fields are present on this tab :

 

  • Script code (field SCPNUM)

 

  • Active (field ACTIF)

To activate a script, just check the Active box in the current script.

SEEINFO It is also possible to double click on the "Active" column for the chosen script to obtain the same result.

The deactivation of a script is used either to save an obsolete script where the user wishes to save the responses in the database, or to prevent the use of a complex script being developed by the organization's employees.
A deactivated script will not appear in either the selection list of scripts that can be used in a call record, nor in the list of scripts that can be used in call campaigns.
On the other hand, it remains possible to make an inactive script appear from a call record where this script has already been executed for this call record. This is used in effect to inquire the responses provided by the telephone conversation at a later date.

  • Description (field SCPNAM)

 

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Tab Call Script

Fields

The following fields are present on this tab :

Technical

Question

  • Code (field QSTNUM)

 

  • First question (field STRQST)

 

  • Question (field QST)

 

  • Response type (field QSTTYP)

 

Grid Conditions

  • Condition (field CND)

 

  • Next question (field NEXQST)

 

Grid Alphanumeric conditions

  • Alphanumeric condition (field ALHCND)

 

Numeric

  • Condition (field NUMCND5)

 

Numeric interval

  • Mini (field NUMCNDMIN6)

 

  • Maxi (field NUMCNDMAX6)

 

Date

  • Condition (field DATCND7)

 

Date interval

  • Mini (field DATCNDMIN8)

 

  • Maxi (field DATCNDMAX8)

 

Response storage

  • Table (field ASWTAB)

 

  • Fields (field ASWFIE)

 

  • Key (field ASWKEY)

 

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Action icon

Enter questions

The function Enter questions is used to quickly access the modification of the current question.

 

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Specific Buttons

A click on the button [New] is used to define a new question.
The fieldCode is automatically loaded with the first available question code. If no question has previously been defined for the script, the box First question is ticked. All the other fields are empty.

The button [Enter questions] is used to modify the current questions.
The simple entry of an existing question number loads the characteristics of the question. All its characteristics can be modified with the exception of the question code.
In this case, the button [Save] is active in order for the modifications to be taken into account.
On the field Code, a "Selection" contextual menu is used to open a question selection window. It is possible to directly access a specific question, irrespective of its position in the script. For example, for a script containing five questions, it is possible to access the fourth question to carryout a modification. This selection window is also used to view the number of questions that make up the script along with the text making up the question.

Once a script is defined, the [Simulation] button is used to test the functioning of the different routing conditions entered.
The script is executed in the same way as with actual conditions. However, no response is stored in simulation mode. In this way, the user can advance, back up, enter the numerous different possibilities in order to test the correct functioning of all the branches of the script.
In addition to the possibility to simulate the execution of a script, this functionality takes care of the execution of a certain number of verification checks destined to ensure the correct design of a script.
These verifications are used to detect the following problems or phenomena:

  • The existence of loops in the script,
  • The existence routing conditions that do not contain a destination question code,
  • The absence of exit questions for a script (routing condition type Quit),
  • The existence of isolated questions (an isolated question is a question that cannot be accessed by any routing condition),
  • The presence of routing conditions pointing to a non-existent question

The user can quit the script definition by a simple click on the [End] button. In fact, the saving of the script is carried out between each question. As a consequence this necessitates no previous additional save operation.

It is possible to delete a question under two conditions:

  • The script must never have been executed from a telephone call. Another way of saying this is that no response must have been recorded for the associated question.
  • The question itself must not be in the process of development. In other words, the [Save] button must be greyed out.

To delete a question, it is sufficient to click on the contextual menu Delete the question associated with theQuestion no. field or click on the [Delete] button.

Error messages

In addition to the generic error messages, the following messages can appear during the entry :

Error during the saving of the conditions.

This message appears when the system has not been able to proceed with saving the different routing conditions.

Error when loading the next question.

This message appears when the system has not been able to load the description of the question specified in the routing condition.

This field has not been defined in the selected table. Entry refused.

This message appears when the user has entered the name of a storage field in the database that does not exist in the table specified.

Tables used

SEEREFERTTO Refer to documentation Implementation