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1. E z on one of its buttons or fields If you want to leave this zone deployed click on the e button at the top of the zone The toolbar The toolbar allovvs you to add different kinds of objects on the active page VOCALCOM R E Ve Call Center Solutions A VOCA LC OM Web SHITEJ U ser Manual To add an object to your page simply click on the one you wish to add A LABEL Create a text area on the page abl TEXT BOX Create a text box EB TEXT AREA Create a text area sh BUTTON Create a command button HYPERLINK Define a HREF hyperlink IMAGE Create an image area DROPDOWNLIST Create a drop down list LIST BOX Create a multiple selection list CHECK BOX Create a checkbox RADIO BUTTON Create a multiple option button OBJECTIONS Create an objection list IFRAME Insert a page or URL in the active page DATAGRID Create a data table LITERAL Create a HTML content area Eome haea Be CALENDAR Insert the Web Agenda applet Web Scripter User Manual Page 39 of 167 VOCALCOM R _ e Call Center Solutions KA V O C AL CO M Web gt rip iter User Manual The Gontent Zone Ej Imagel Image k This zone gives you direct access to a page or an object on the active page The Properties Zone This zone looks different when the Expert Mode option is checked than when it is not Expert Mode checked Expert Mode unchecked VOCALCOM Be j
2. Internet E mail Address French Phone Mumber French Postal Code German Phone Number German Postal Code U S Phone Number U S ZIP Code OK No Validator Cancel see section Custom Formats help screen on page 52 Alert indicate the error message that appears when you click on the flickering i 8 symbol next to the field that causes the error Jtafda efgtdty I k This should b a word without space The data are added or updated physically in the destination table when you move from the active page to another one The data are also recorded when you click on enter on the active page VOCALCOF A Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual In this example the Submit button is only used to reach the current page of the script Pushing this button validates and records the data 6 1 14 Save and execute a script When your page is finished you have to save the script on the server You can also configure the application to perform an auto save every chosen delay In the Pages menu indicate which page is the first page of the script Once you ve finished and linked all pages the entire script is ready for test and execution Use the Generation function in the Script menu to verify if the generated code is correct The next window appears E Generation f Preview Generation type Production Integration 0 Developpement Plat
3. LI FFFFFF E Image NONE Less E Back type repeat z 88 onload NONE z D Script Script For MySite Object Page The main menu yellow striped zone The objects menu blue striped zone VOCALCOM R E Ve Call Center Solutions A VOcCA LC OM Web So 6 rip iter User Manual 4 1 1 The main menu scripts Jyjl Pages Jyjl Edition _ v _Template_ v __Modules _ Preferences v This zone allows access to the editor s basic functions Click on the buttons or on the arrows to open the drop down list of the menu Scripts Menu This menu gives access to the main functions of script management 8 New script Creation of a new script a Lair Open script Displays the company s list of scripts To open a script click on Load or double click on the name of the script x Delete script Delete one of your company s scripts Several scripts can be deleted in one action by holding the CTRL button for multiple selections E Lock script Allows blocking all access to your script consultations and modifications by other users A password is required and must be confirmed on the following dialog box Enter a password to lock the script Password Confirm password p Lock 7 r Lock and quit VOCALCOM R call Center Solutions A VOCA LC OM Web Soe rip ter User Manual Afterwards click on tok to confirm the protection or on bosin denj to confirm the
4. used to determine whether the command in question must be executed These criteria are built with the Criteria Builder screen See chapter Criteria Builder on page 140 If the criteria result is false then the related command will not be executed The checkbox in the Stop column allows indicating that the commands sequence can be stopped at this location if the criterion result is False The and buttons in the Order column can be used to change the commands execution order The x button can be used to remove a command from the action content When a command is highlighted its content is displayed on the right side of the screen VOCALCOM eh 4 cs er Call Center Solutions KA V O C AL CO M Web So 6 rip ter User Manual In the next example the command called CMD Valide is composed of a user function detailed in the zone Enter Javascript command see section Description of the possible commands on page 157 CMD Yalide Category i User Function T Commands Create Custom Function ae Enter a JavaScript command INDICE INDICE 1 O11 value INDICE Script Fields J Script Fields Script Variables J Script Variables Hep Description E Can contain variable variable Namej or form Field oForm Field Name Field written in bold are needed Web Scripter User Manual Page 156 of 167 VOCALCO mM Author Vocalcom Benelux Call Cent
5. Call Center Solutions XS VOCA LC OM Web gt 6 rip ter User Manual A Properties w i Names a Labelo Name Labelo Grouphame g oroupName 0 Appearance Properties T Text Label nee T Text Label fans H Align Left gue Back Mi pese noe Back saa E Color fans Ei Style EH width hy Text LI m CesClass aT tSize e Font B Bald d Behavior T Italic C Data Evaluate CI Layout 3 Connection NONE pse shi r 39 Table NONE penel Sy Text Col NONE e LabelFor Jana ExportOrder 1 Java If the expert mode is checked the When the expert mode is not active the properties are grouped by topic The object s main properties are displayed available topics depend on the selected object To open the properties of a certain topic click on the small icon VOCALCOF i Call Center Solutions 8 V O C ALCO M Web o gt 6 rip ter User Manual Certain properties require a configuration pop up or suggest help in entering the information to see the data entry pop up click on ses The different elements displayed in this zone are described in the next chapter in the section Property Overview on page 56 VOCALCOrM KE Call Center Solutions Z V OCALCOM Web So 6 rip ite tr User Manual 4 2 The Edition Zone E Hermes Net Scripter 3 0 Microsoft Internet Explorer provided by Yocalcom VVEB Scripter Editor Powered by Vocalcom Scripts y L Edition v Preferences Jv GJU
6. N V O CA L GO M VV e b KT ih ae ok E User Manual Kl Ja Appointm appointments fren lite a oinm appointments Indicates if the agent can delete pi a appointments 5 2 The Objects 5 2 1 PAGE Object As all editor objects the page itself has its own properties Description of Properties Name Category Title The title appears at the top of the browser window Example Title My Test Page 4 My Test Page Microsoft In Appearance Category Back Choose your page s background color Example Background FF0000 gt the page background will be red Click on the lil button to open the Pick a color window VOCALCOF eS fE Call Center Solutions V OCALCOM Web So rip it fr User Manual Pick a color Cancel The zone at the bottom indicates the current color The vertical ruler can be used to select the luminosity level of the whole palette from white to black Just click on the desired level and you will see that the whole palette is adapted Just click on the desired color within the palette and click on the Lox button to confirm your choice Click on the cancel button to cancel and restore the previous color Image Choose a background image for your page To select the background image click on the m icon and choose from the images available VOCALCOF TA Call Center Solutions v V OCALCOM Web So Yripiesr User Manual Select an i
7. V OCALCOM Web gt 6 rip ter User Manual 5 1 Property Overview Different object types have many properties in common Please find below a description of those common properties Expert HH Only accessible in Expert Mode LI Accessible in all modes Property Expert Description Objects Property involved format When you add an object to the All except editor the application page automatically creates a name for that object The name appears in the property Names gt Name The user can change the name but there are some restrictions on the number of characters Only alpha numerical characters VI and underscore are accepted The name must have at least 2 characters Al throughout the editor this name will refer to the object in question When you create a customer file from a script it is this name that will be used by default to name VOCALCOFT 12 V OC AL C OM U ser N E Call Center Solutions Web gt 6 rip ie tr Manual the customer table column 1 If an object belongs to a group All the property contains the name of the group To change a group except Text page name select all objects of the group and enter a new name To ungroup an object delete its group property by deleting the GroupNam e name of the group Title This property gives a title to the Page Text page of the browser Text that appears when the AlternateTe mous
8. And then click on the button Page Navigator This window allows reaching directly a page of the script In the list you will see the name of the generated pages Its also possible to choose an URL using the lower field and the button so VOCALCOr Call Center Solutions LA VOcCA LC OM Web So rip ter User Manual E Script Debugger Microsoft Internet Explorer provided by ocalcom Script Information Actions Information Script Editor P RSE s variable Inspector Paqe Inspector Select a page in the box below to navigate to ik M Use script redirect Enter an url Variable Inspector This window can be used to consult predefined script variables The variable type is displayed E Script Debugger Microsoft Internet Explorer provided by Yocalcom Script Information Actions Information jScript Editor Paqe Navigator DEGES Paqe Inspector Below is a list of the global variable set Mame Value Type PN INDICE 1 number RESULT string Session ount 4 number TELIH 0155373050 string ETELOLIT 0155373075 string T 1000 Jean Pierre Petit string FUSER string VARIABLE 1 Contenu de la variable string t seript action Current ctiorn string t srript action Currentstep 0 number script action Status IDLE string string script debugenabled el On this screen it s possible to modify the content of variables and to apply modifications so the
9. Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual V o ca lcom Web Scripter User Manual 09 06 2005 Vocalcom Benelux VOCALCOr R a Call Center Solutions XS VOCA LC OM Web gt 6 rip iter User Manual Index 1 INTRODUCTION 6 1 1 General Information 7 1 2 Who should read this documentation 7 1 3 Application domain 8 1 4 Operating Principles 8 2 SETUP 10 2 1 Prerequisites for the client station 11 2 2 How to improve client station performances 12 2 3 Launch 13 E el The applications selection window 16 3 SCRIPT MANAGER 18 3 1 Scripts List 19 3 2 Create a new script 22 3 3 Restore scripts 22 4 THE SCRIPT EDITOR 24 4 1 Editor menus 25 4 1 1 The main menu 26 4 1 2 The Objects Menu 37 4 2 The Edition Zone 43 4 2 1 Select an Object 44 4 2 2 Object Groups 45 4 2 3 Help dialog windows 47 4 3 Navigation Tabs 53 5 OBJECTS AND PROPERTIES 55 gel Property Overview 56 5 2 The Objects 67 Del PAGE Object 67 5 2 2 LABEL Object 71 siae TEXT Object TEXTBOX 78 5 2 4 TEXT Zone Object TEXTAREA 82 5 2 5 BUTTON Object BUTTON 84 5 2 6 LINK Object HYPERLINK 87 5 2 7 IMAGE Object 89 VOCALCOM Call Center Solutions Z V OCALCOM Web o gt 6 rip ter User Manual 5 2 8 DROP DOVVN LIST Object DROPDOVVNLIST 90 5 2 9 LIST Object LISTBOX 95 5 2 10 CHECKBOX Object 96 5 2 11 RADIO Object RADIOBUTTON 98 5 2 12 OBJECTION Object 99 5 2 13 The IFRAME Object 103 5 2 14 DATAGRID Object 104 5 215 The LITERAL O
10. Index ListeDeroulante14 Index Objection18 CX_FORMATION INDICE Index Radiol CX_FORMATION MaPage M CaseACochera MaPage A Labelo CX_FORMATION COORDONNEES COMMUNE MaPage Liste MaPage ListeDeroulantet MaPage Objection CX FORMATION COORDONNEES COMMUNE INDICE MaPage E Radioi0 Create new Column Name Type Allow Null Default Value Status 9 Objects have been automatically connected The View Page list allows direct displaying of objects on a specific page The checkbox Don t show Label Objects allows filtering objects and not displaying labels First columns on the links display the object name and page next columns Dataconnection DataTable DataTextTable DataValueField allow you to consult the values assigned in the same name properties of the objects In the Statut column you can check the object connection state Cc the object is already connected to a DB column a the application found an existing column in the DB with the same name than this object and suggests connecting it VOCALCOM R SS SO Call Center Solutions A VOCA LC OM Web So 6 rip ter User Manual The number of objects found is displayed in the status bar at the bottom of the window Status 9 Objects have been automatically connected NJ the use just add this connection which will be effective after he validates it The Modify button at the top righ
11. NewComp DE aj Constructor Constructor _Man The table Constructor within the DB NewComp DB has 3 fields INDICE Constructor Id and Constructor Name 3 variables have been created INDICE Constructor Id and Constructor Name Use the x button to delete a variable In all the languages there are reserved words that can not be used as variables In this case it s the JavaScript standard reserved words Scri e VOCALCOM a LES Call Center Solutions V O CA LC OM Web o 6 Yip ft r User Manual VOCALCOM d Call Center Solutions LA VOCA LC OM Web gt 6 rip iter User Manual 6 9 Examples of useful scripts 6 9 1 Greeting message according the time The goal of this example is to display a dynamic message on the first page of the script according the current time The result vvill be Goodmorning before 12h00 Goodafternoon between 12h00 and 17h00 Good evening after 17h00 1 Create a global variable salutation Type the text on the screen into a textbox and include salutation in this text 3 Create an action OnLoadPage composed of a command called SetSalutation Define the content of this command SetSalutation with tyoe User function Custom function Type the next code var mytime hh mytime new Date mytime g tHours 5 hh if hh lt 12 Ssalutation Goodmorning if hh gt 12 g hh lt 17 Ssalutation Goodafter
12. VOCALCOFT 2 Ta Call Center Solutions XS VOCA LC OM Web gt rip ie gt User Manual This action can be use to refresh LL Field value Description In this box the user can create a new action remove an existing one record modifications and comments and save an action as template for other users Place the mouse pointer on the symbol CI to see vvhere the current action or command is called Actions tip gives page name Commands tip give action name i Actions update i i Commands CMD update This Action is used in the Following pages This Command is used in the following actions Index Update If the symbol is red Wd the item is never used Don t hesitate to delete not used actions it allows increasing script execution time In the next zone you can view the content of the highlighted action a list of commands In the zone Select or Create a command it is possible to create a new command remove an existing one save modifications and add highlighted commands in the action content using the GJ button VOCALCOM ENA T Call Center Solutions V OCALCOM VV e b o gt 6 rip te 4 User Manual i commends cMO pete i The Command List zone allows viewing of the commands the highlighted action consists of ten Pj mt OOO o w ope Edit Per With the Edit button related to each command you can compose criteria that are
13. modified M Set as Start page Defines the active page as the first page of the script M Set as Search page Defines the active page as Search page M Share this page By checking this box you allow other users of your company to share a copy of your pages in their scripts through the menu Template gt Pages Print page Gives a print preview of the page and allows you to print Save page as Saves the active page under a different name Edition Menu This menu allows accessing the standard edition functions do Cut Cut the selected object s VOCALCOr Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Copy Copy the selected object s d Cut no connection Gut vvithout connection to the tables and delete the selected object s Copy no connection Copy the selected object s without connection to the tables es Paste as origin Paste the object s on the same X and Y coordinates as the original Paste Paste the object s near the original object i Paste under mouse To paste an object under the cursor right click on the editing zone where you want to paste then click Paste under mouse ta Apply style Apply the object s style to a selected object TE Apply size Apply the objects size to a selected object Set as default Style Allows defining the style font color of the selected object as default style it can be afterwards apply to other object
14. 1 if not found 3 Idem 2 beginning by the end of the string MyString lastIndexOf SearchString start Return the position of the first char of SearchString into MyString beginning by the end of the string Return 1 if not found 4 Return a string MyString substring indexA indexB Return char found between position indexA and position indexB VOCALCOr R H Ve Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Conversion Uppercase gt Lowercase MyString toLowerCase Lowercase gt Uppercase MyString toUpperCase Custom Formats help screen Example Meaning mean the mean the begin of line 0 of line d a Digits only d 0 to n events eae the preceding character meantheendofline 0 mean the end of line mean the Pre boot of line a zA Z a no case sensitive character _ a no case sensitive Pa ender ehe Characters only a zA Z O to n events Caas msn the preceding character mean the end of line 0 mean the end of line es 0 2 a Kod between 0 and 2 Begin with O 1or2 0 2 any character bonjour the hello word and a Contient le mot blank space hello hello bad bonjour only the hello word N n events of the preceding Ten digits only d 10 character Begin with one digit d a z d begin with a digit and finish with one VOCALCOF a On Call Center Solutions LA VO
15. First choose the connection string used to connect the right Web Scripter User Manual Page 101 of 167 Author Vocalcom Benelux database the result fields VOCALCOFT at Call Center Solutions XS VOcCA LC OM Web gt 6 rip iter User Manual retrieved by the SQL statement used to populate the object content objections text objections value and responses value and the SQL statement used to get data The button Hal can be used to open the Tables properties window see chapter Connection Link on page 142 i Select Dynamic Contents Connection String NewCompDB il Fill Objection text with D E Fill Objection value with foptionali Fill Response text with Request __Cancel_ Objection List allows you to define the static content of the objection list By clicking on the aaa button you get an input window with the different elements of the list jiii Enter the Objection list x Caption Jo s Objection Windows a Unix DOS zi Objections List t 0 5 Hardware Software OK Cancel VOCALCOM Call Center Solutions V O C AL CO M Web gt 6 rip iter User Manual A nevv element is created by entering the values in Caption and Objection and then clicking on the L button Use the W valid entry Use the Ku and Se buttons to change the position of an item VVith the x button you can delete the selected obje
16. displayed in the list an image must be loaded onto the server in the Upload Center An image can also function as a link thanks to its properties Link External URL and Target See chapter Link Builder on page 136 for information on defining links VOCALCOr eh A Sal Call Center Solutions V O C AL CO M Web So 6 risp iter User Manual You can also assign an action or command to an image See chapter Actions and Commands on page 152 for information on possible actions and commands An Iframe object allows you to integrate an external URL in the active page Example The picture hereunder shows objects during script edition a Iframe box containing the Vocalcom Web site URL and an image IFrame Ero aa vocalcomn com Powered By vo The next window shows the result Powered By YOCALCOM 54 another object on the page simply assign the desired URL to the variable lt name The URL contained in the Iframe can be determined dynamically in function of lframe gt src Example MylFrame src DropDown List value VOCALCOF R E a Call Center Solutions A VOcCA LC OM Web gt 6 rip ter User Manual 6 1 9 Checkboxes and radio buttons With these objects the user can create single and multiple choices on the screen in the form of checkboxes multiple choices and radio buttons single choice Their content is purely static and entered with the data entry window avai
17. version 5 5 Certain configurations might prevent the Web Scripter from starting up correctly on the client station PopUp killer applications Google bar Norton etc prevent pop ups to open within a browser thus they should be deactivated Certain anti virus Norton etc programs can be configured in a way that they prevent the execution of Java scripts in browsers As your browser must accept cookies go to your Internet Explorer s Options click on the Privacy tab and select the following options Internet Options General Securty Privacy Content Connections Programs Advanced Settings e Move the sliderto select a privacy setting for the Intemet gt zone Advanced Privacy Settings You can choose how cookies are handled in the Intemet a w zone This overides automatic cookie handling Cookies Override automatic cookie handling First party Cookies Third party Cookies Pop up Blocker Accept Accept Prevent mos revent mo O Block O Block C Block poi O Prompt O Prompt C Always allow session cookies VOCALCOM k ka i Call Center Solulions LS VOCA LC OM Web So 6 rip iter User Manual You may have to add your IIS server s address to the trusted sites of your browser In order to do so go to the Internet Options click on the Security tab and select the following options Internet Options General Securty Privacy Content Connec
18. Manual Description of Properties Name Category See object s LABEL Appearance Category See object TEXT Object TEXTBOX Font Category See object LABEL Behavior Category AccessKey See object LABEL TabIndex See object TEXT Object TEXTBOX Visible See object LABEL Evaluate See object LABEL ToolTip See object LABEL Enabled See object LABEL Test Format Define if the format of the data entered on the page must be tested or not If the box is unchecked the conditions encoded in the property Behavior gt Format of each field will not be tested Save Form Specify if the data entered on the page must be saved by clicking on the button Layout Category See object LABEL VOCALCOF j Call Center Solutions LA V O C AL CO M VV e b o gt 6 rip ter User Manual Action Category onClick See object s TEXT Object TEXTBOX onDbiClick Link an action to the event Double Click on the object OnMouseOut Link an action to the event Cursor outside of object zone OnMouseOver Link an action to the event Cursor over object zone See property onLoad of the Page object on page 70 to get details about the window Select an action Miscellaneous Category Link Specify a destination page when clicking on the object By clicking on the m button a window pops up and suggests the following destinations under PAGES a page of the scr
19. VO CA LC OM ser M anua Behavior Category AccessKey See object LABEL Object Visible See object LABEL Object ToolTip See object LABEL Object Test Format See object BUTTON Object BUTTON SaveForm See object BUTTON Object BUTTON Layout Category See object LABEL Object Action Category onClick See object BUTTON Object BUTTON onMouseOut See object BUTTON Object BUTTON onMouseOver See object BUTTON Object BUTTON Miscellaneous Category See object BUTTON Object BUTTON Tips amp Tricks 5 2 8 DROP DOWN LIST Object DROPDOWNLIST Ec VVith this object you can create a drop dovvn list vvith static or dynamic values VVeb Scripter User Manual Page 90 of 167 Author Vocalcom Benelux VOCALCOFT Call Center Solutions VOCA LC OM Web gt 6 rip ter User Manual Description of Properties Name Category See object LABEL Object Appearance Category Back See object LABEL Object CSS Class See object LABEL Object Font Category See object LABEL Object Behavior Category AccessKey See object LABEL Object TabIndex See object TEXT Object TEXTBOX Visible See object LABEL Object Enabled See object LABEL Object Data Category See object LABEL Object Value Col Defines the column whose content must be used as object value See LABEL Object to get details about the use of the Co
20. a script Before you can start creating scripts the administrator must create an entity Company Once this is done he can create accounts for each of the company s users who can then launch the Web Scripter application and log in 6 1 1 Create a new script Start creating your script in the script management window Create a new script to start a script from a blank screen Display Script List and hy Restore a script from a file allow you to open or restore an exported script see sections Scripts List and The functions Restore scripts on page 19 and 22 for more details Enter the name of your new script in the New script name field and a description New script name ae Description Ei Mew Script Mew Frameset H VOCALCOM a oo Call Center Solutions LA VOCA LC OM Web gt 6 rip ter User Manual New Script Click on to generate the script and launch the editor 6 1 2 How to manage script pages An empty page named Index appears It is created by default and defined as the first page of the script You can rename it duplicate it or create other empty pages You can also import pages that have been stored as templates in the Template menu thus adding predefined pages to your script See section Template Menu on page 29 for more information on the options To navigate between pages of your script click on navigation tabs displayed at the bot
21. by reloading them from the latest stored version of the page 6 5 Connection Link With the Connection Link you can immediately view all objects of the script and their links to databases VOCALCOrT j Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual It consists of 2 main paris The first part displays the properties Data Connection Data Table Data Text field and Data Value field as they were configured for each object its the Connection Auto Link window see section Connection Auto Link Start Customer File Connection on page 144 The second part allovvs displaying and generating nevv table columns based on script objects It s the s Connection Create Link window see section s Connection Create Link Start Customer File Creation on page 146 VOCALCOM 7 i Call Center Solutions V OCA LC OM Web So 6 rip ter User Manual 6 5 1 Connection Auto Link Start Customer File Connection This part of the application can be used to link script fields to existing table columns Z Connection Auto Link Microsoft Internet Explorer provided by Yocalcom WEB Scripter Connection Link Powered by Vocalcam iew Page Index Dont Show Label Object I _Modify J L Gose UJ Page Dbjet Dataonnectin DataTable DataTextField Datavalueficid Statut Index IM caseaCocher16 Index Combo22 Index A Label Index List23 Index Liste15
22. called update is assigned to the event onChange of the list and the action H Actions update is defined by the following personalized P onChange update function MyTextBox value MyListbox value Each time a user clicks on the company name in the list the ID of the client appears in the text field VOCALCOr Call Center Solutions VOCA LC OM Web gt 6 rip ter User Manual 6 1 13 Create the Client file Your script shows objects whose content can be used to populate a client file Make sure that the necessary fields are on your page and link them to your Client file using the following properties Data s Connection Ce FORMATION Sg Table BN fans Sy Text Col NOM s 33 value Col NONE It is essential that you respect the type of data to avoid conversion problems during script execution A number of necessary validations and checks can be done when the data are entered in the database on the level of the page You can also do a final validation and a validation when information is entered in each field with the following properties Allow Null check if a field has been left empty or not before going on to the next field Format associate the field with a predefined format from a list or by creating one if necessary VOCALCOM j i Call Center Solulions LS VOCA LC OM Web o gt rip ter User Manual Select a format Predefined Validator List
23. content 0 7 27 92M52 Label0 67 78 90 1 185514 72 e vous contacte pour vous proposer de r aliser d importantes conomies sur votre Facture t l phonique grace 4 quote 5oci t quote lt BR gt lt BR Yous m me MiMme quel op rateur de t l phonie fixe utilisez yous aujourd huit 80 754 40 true 44 10ph 41 7 27 9etee Labell ar s s 11 90 2 72 Pourtant savez vous que quote Soci t quote propose un tarit unique exceptionnel 4 1 centime TTE la lt BR minute partout en France Paste here the new content E Apply The zone Current Page Content displays the chain representing your actual page The Paste here the new content zone allows you to paste another chain recovered from another script or another page To apply the new chain to the active page click on Apply VOCALCOF R E Ve Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual With this method you can recover the content of a certain page and send it by e mail to another user you can even save pages in a text file that you can store on your hard drive x Delete page Allows you to select one or more pages to be deleted Use the CTRL button for multiple selections E Duplicate page Create a copy of the active page the name of the page is indexed under the running name Ex Page1 becomes Page1 1 Rename Change the name of a page Links using the renamed page are automatically
24. current index value The predefined variable INDICE can at any moment give you the number of the current record index An object s value is referenced with the syntax lt nom objet gt value In case of a list drop down list or objection the value property contains the choice and not the content of the list VOCALCOF Call Center Solutions LA N V OCALCOM Web gt 6 rip iter User Manual Lists Dropdown Lists Objections and Tables have a specific property that allows them to indicate an SQL request to be performed in real time during script execution In this example the superior list is complemented with the following parameters Connection String i Cx_FORMATION Fill text with Customername Fill value with foptional Customerld Request jarouT Select customerid customername From customers jiii Select Dynamic Contents Alfreds Futkerkiste Ana Trujillo Emparedados y helados Antonio Moreno Taqueria Berglunds snabbk p Connection String indicate the previously defined connection in the Connection Link window See chapter Connection Link on page 142 Fill text with indicate the name of a field selected by the request that serves to populate the list Fill value with indicate the name of a field used to provide the value of the list Request to edit the SQL request The text field underneath is dynamically completed with the following parameters An action
25. in one location VOCALCOF Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Users can deploy the application from any vvorkstation the Glient on the condition that they can connect the Server that houses the application Depending on the circumstances the user can connect through the company network or the Internet Because of its shared architecture all servers equipped with the Web Scripter application can communicate with each other through Web Services This functionality allows importing and exporting of scripts between machines This is valid for deployment both in Editing as well as in Production mode In the Editing mode the administrator creates his script through an Internet browser while all information and modifications are stored in real time on the Server In Production mode the agent browses the script with his application Web Agent M Hermes Tools or another application that can be integrated with Web Scripter by launching an Internet browser VOCALCOF R YI Call Center Solutions k V OCALCOM Web o gt 6 rip ter User Manual 2 SETUP This chapter provides general information vvith regard to the installation and start up of the application VOCALCOM i E Ta Call Center Solutions XS VOCA LC OM Web o gt 6 rip ter User Manual 2 1 Prerequisites for the client station The VVebScripter V3 application must be launched vvith Internet Explorer minimum
26. opening on page 148 for more details on connections check g Press this button to display the objects of the script linked to an action Let go to hide the objects This button can be used to rapidly detect objects using invalid action a flicking icon is visible in this case ul Click on this button to open the thumbnails window First select the display size in the list x 0 1 0 2 0 5 or 1 original size The thumbnails window is displayed vertically at the left of the screen and allows to reach a page of the script by clicking on the button Ci under the desired thumbnail S button allows viewing the final result of the page when you put the The E mouse over it VOCALCOrM V O C AL CO M VV e b gt 6 rip iter User Manual Click on this button to display the editor again This action will very rarely be used 4 1 2 The Objects Menu The object zone is on the left side of the screen It consists of an object toolbar a script content navigation zone and an object property display zone VOCALCOF E D Call Center Solutions V OCALCOM Web s rip ter User Manual ma Kogjo01 oe E Paqe MySite Script Properties Soe Back FFFFFF MA Image NONE Back type repeat FF onload NOME By default this zone is hidden and it can be shown using the vertical Toolbox button By clicking on it the zone is deployed and stays opened until the mouse is used
27. ser Manual Data Category See object DROP DOWN LIST Object DROPDOWNLIST Layout Category See object LABEL Object Action Category onClick See object BUTTON Object BUTTON Miscellaneous Category Static Items See object DROP DOWN LIST Object DROPDOWNLIST ExportOrder See object LABEL Object 5 2 11 RADIO Object RADIOBUTTON ro With this object you can create radio button boxes checkboxes these buttons can only be selected one by one Description of Properties linked to labels Contrary to Name Category See object LABEL Object Appearance Category Web Scripter User Manual Page 98 of 167 Author Vocalcom Benelux VOCALCOFT ali a ge Call Center Solutions bs V OCALCOM Web o gt 6 rip ter User Manual See object s CHECKBOX Object Font Category See object LABEL Object Behavior Category See object CHECKBOX Object Data Category See object DROP DOWN LIST Object DROPDOWNLIST Layout Category See object LABEL Object Action Category See object CHECKBOX Object Miscellaneous Category See object CHECKBOX Object 5 2 12 OBJECTION Object With this object you can create a list of objections defined with static or dynamic values This object differs from the other list object types in its setup an object of the drop down list type is associated with a text zone the content of this zone is adapted dynamicall
28. will be displayed at runtime Text objects allow you to display and enter text on one line You cannot insert more lines Text zones allovv you to display multiple lines of a p I can put more than one line of text in this area text By resizing the I can put mor than one line of text in this area zone or by entering text the text will adapt itself so that it Saje appears a E The Sial ba on ine right side will be enabled so that you can see the whole text The Dropdown list shows one visible element on a single line By cliking on the button you see the other ee eee heel ee ee possible items to choose from The value you choose is displayed on the single line that is shown when you close the list You can t enter text in the scroll list as the assignment of values is done in the data entry window that you see when clicking on el in front of the properties Dynamic List or Static Items Dynamic data come from a database table static data are entered directly in the entry field When you have defined the content you will see BINDED appearing in front of the property in question Before having defined the content this field indicated NONE See section DROP DOWN LIST Object DROPDOWNLIST on page 90 for more details VOCALCOr R E Ya Call Center Solutions A VOCA LC OM Web gt 6 rip ter User Manual A Listbox allows you to display several items the selection is do
29. wma E ooo o a a Gea a Oe eS VOCALCOF j Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Logical Operators Mathematical Return functions absolute value absolute value Math abs value of value Return the max value between value1 and Maximum Math maxf value1 value2 value2 Return the min value between value1 and Minimum Math min value1 value2 value2 Return a real between 0 and Return Conversions String gt Integer parselnt string SB functions String gt Float parseFloat string I User Functions help screen VOCALCOM Call Center Solutions LA N V O C ALCO M Web o gt 6 rip ter User Manual Conditional if condition action branch if condition action1 action2 If Condition action1 action2 else action3 vvhile condition action1 action2 for start value end value step action1 action2 Example VOCALCOM E 7 Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual for i 1 i lt 20 i sum si String 1 Look for a character manipulations MyString charAt num Return the char num of the string MyString 2 Look for the position of a string in another string MyString indexOf SearchString start Return the position of the first char of SearchString into MyString as from the position start Return
30. 1 content of VARIABLE1 Connection NONE aj Table Auto Create Yariables Statut OK Each variable is displayed on a line by a Name a Type and a content Value or DataBase Field To create a new variable click on the L button to show a new line Enter a name in the first column In the Type column select if the variable is a simple value Value or if it s linked to a database field Bind to database If you choose Value just enter the content in the 3 column Click on the W button to validate If you choose Bind to database the next fields are shown to select a connection a table and a column Bind To DataBase Ce CPAM SALLIE c13 cpamos ce INDICE z VOCALCOM Call Center Solutions LA VOcCA LC OM Web SHITEJ U ser Manual The button Auto Create Variables allovvs creating automatic variables linked to DB fielas Select a connection in the field Connection at the bottom of the dialog window Connection MOM k NOME Cx CP4M_ALLIER La POM Afterwards select a table within this database via the field Table Table c13_CPAMO3_CDS_01 I Ciideon ine Button Suto Create Fariables Each table field will be used to create a variable with the same name Example INDICE Attach la base Newlomp DE Constructor INDICE Constructor _Id Attach la base Mew Comp DE Constructor Constructor_Id IsConstructor Name Jattach dla base
31. C OM HM Text color of the selected line Selected Color Code FFFFFF Three Hexa values representing red green and blue YT tSize Select the text size Size in Points VV e b i di ae ak E User Manual Background color Ta alternated lines Ea Over Line color when cursor is placed on the line ao Background color of the table header hi Header Header Text color of the title of the title kodit oe Let A assigned to the datagrid Select the object s text font All except Text or PopUp ne Images font hi Text Select the text color Iframe Literal Color Text or PopUp Colors Pt Spt or Pixels Or PopUp font size E Bold Bold text CheckBox LiL a Text in italics Sen Overline StrikeOut VOCALCOFT Ne LEF Call Center Solutions V O C AL CO M Web So 6 rip iter User Manual a Underline Selected Datagrid line in bold CheckBox YES NO Selected a REHAVIOR Allow Null The data entry field can be left Textbox CheckBox blank TextArea YES NO Format Allow to define a mask to type PopUp Format text Opens the Popup format Check out the PopUp Format chapter Alert Defines the alert message to be Text displayed when the format is not respected AccessKey Define which button allows you to All except List of options access the object DataGrid IFrame Literal displayed as a password zone YES NO Tabindex Define the order of the object s All except N
32. CA LC OM Web So 6 rip ter User Manual character character 1 any alpha numeric character between the digit and the character Extra information are also available on an external web site accessible via the button More informations 4 3 Navigation Tabs At the bottom of the Web Scripter window tabs are displayed They allow reaching directly a page of the script by clicking on its name E Status In this example the script is composed of 7 pages When modifications have been done to the current page a mj symbol is displayed next to the modified page it allows knowing directly the saving state of the page Hja Exi Gi Status Do If you click on another page tab a dialog box asks if you vvant first to save or cancel the last modifications before the next page is displayed VOCALCOM Call Center Solutions KA V O C ALCO M Web So rip ier User Manual Q Save current page Yes No Cancel If you click Yes last modifications are saved before the new page is displayed If you click No last modifications are lost If you click Cancel this dialog box is closed and you stay on the current page VOCALCOF i 4 a Call Center Solutions XS VOCA LC OM Web o gt 6 rip ter User Manual 5 OBJECTS AND PROPERTIES This chapter explains all properties of the objects and the page used in the editing standard VOCALCOr i N L Call Center Solutions Z A
33. CA LC OM Web o gt 6 rip ter User Manual M Auto Save The Web Scripter offers you the possiblity to 13 min a 14 min automatically save your running page every defined delay Obviously this delay is put to zero after a save by the user The progression of the delay is shown in the left bottom corner Beware If two people are authorized to work on the same script you have to make sure that the auto save function does not erase the modifications entered by the other person 8 while he is not working on the script In fact the Auto Save function guarantees that The Auto Save function is very useful when a user leaves his browser open the client session is not lost on the server Iv Expert Mode Display all object properties If unchecked only the basic object properties are displayed and categorized by topic Main Menu Buttons These buttons allow showing useful objects information and also allow opening the thumbnails window Fam Press this button to display the grouped objects of the script Let go to hide the objects VOCALCOM Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual NEN Press this button to display the objects of the script linked to a table Let go to hide the objects This button can be used to rapidly detect objects using invalid connection a flicking icon is visible in this case see also section Invalid connections check at script
34. Call Center Solutions A VOcCA LC OM Web So 6 rip it 5 User Manual ExportOrder allows you to place objects in the generated page in a specific order One can directly indicate the order or click on the m button to open the window ExportOrder Management to define the order All fields are presented in the list in the export order and the Ka and KA buttons allow you to move the selected object up or down the list ExportOrder Managment Objects List TEXT_NAME LABEL_INFO Tips and tricks x Get or change the content of a Label object Example of JavaScript code that can be used into a custom command If the Label object is named My Label My_Variable My_Label innerHTML My_Label innerHTML My_Variable My_Label innerHTML Hi my name is x Use the Label object to create text zones VOCALCOr i he Ai Call Center Solutions Z V OCALCOM Web gt 6 rip ter User Manual Add a label object Enter a blank text in the Text property enter a space Resize the area Label Choose a background color Give it a solid 1px border Enter a Z Index property of 1 Then place the objects in the new zone Do not forget that the objects placed in this zone must have a Z Index higher than 1 5 2 3 TEXT Object TEXTBOX bl Fi With this object you can display and enter text Description of Properties Name Category See object LABEL Appearance Category Text Se
35. DB field to the value field of a list object The same button m Can be used to create a new column difie The symbol NJ appears in the Status column until the button Moditier is used 6 5 2 Connection Create Link Start Customer File Creation With this application you can create a database table based on the objects found within the script pages The View Page list allows direct display of objects on a specific page With the checkbox Don t show Label Objects you can filter objects and decide not to display labels VOCALCOM Call Center Solutions Z V OCALCOM Web gt 6 rip ier User Manual Z Connection Create Link Microsoft Internet Explorer provided by ocalcom WEB Scripter Connection Link KU Powered by Vocalcom View Page Index Don t Show Label Object I Don t Show Connected Object 1 Modify ese Connection CX_FORMATION z Table CUSTOMER CASEACOCHER16 varchar true 100 1 sj Index M caseaCocheri 6 a CASEACOCHER16_ AL varchar true 100 1 sat COMBO22 varchar true 100 1 Index Combo22 a COMBO22_ AL varchar true 100 1 Index A Labels a LABEL8 varchar true 100 1 LIST23 varchar true 100 1 Index List23 a LIST23_ AL varchar true 100 1 LISTE15 varchar true 100 1 Index Liste15 a LISTE15_YAL varchar true 100 1 a LISTEDEROULANTE14 varchar true 100 1 Index ListeDeroulante14 A LISTEDEROULANTE14_ AL varc
36. Index See object TEXT Object TEXTBOX Visible See object LABEL Evaluate See object LABEL ReadOnly See object LABEL ToolTip See object LABEL Enabled See object LABEL Data Category See object LABEL Layout Category See object LABEL Wrap Indicate if the text should automatically go to the next line if larger than the field size Action Category onChange See object TEXT Object TEXTBOX onSelect See object TEXT Object TEXTBOX onKeyPress See object TEXT Object TEXTBOX VOCALCOr w Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual See property onLoad of the Page object on page 70 to get details about the vvindovv Select an action Miscellaneous Category Columns See object TEXT Object TEXTBOX Rows Replace the Height property in pixels of the text area object by a height in number of lines ExportOrder See object LABEL Tips and Tricks x Recover or modify the content of a Textarea object If the TextArea object is named My_ Text My_Variable My_ Text value My_Text value My_Variable My_ Text value Hi my name is 5 2 5 BUTTON Object BUTTON This object allows you to launch actions such as going from one page to another displaying a message or launching an action VOCALCOr Call Center Solutions VOCA LC OM Web o gt 6 rip ter User
37. Internet Explorer 8 Automatically O Never Temporary Internet files folder Current location C Documents and Settings p vanderauwera VOCALCOM Lc Settings Temporary Internet Files Amount of disk space to use Em ve MET y You can obtain improved performances if you deactivate the Check Java script option of your anti virus system 2 3 Launch The Web Scripter is launched through an Internet browser so launching your Internet Explorer and typing in the correct URL is sufficient to start the application VOCALCOF i Call Center Solutions k V OCALCOM Web o gt 6 rip ter User Manual Example of a URL to be launched in LAN Local Area Network mode http name_iis_server web_scripter Example of a URL to be launched in WAN World Area Network mode http ip_public_tis_server web_scripter Add to your favorites or Internet shortcuts on the desktop FA Hermes NET Microsoft Internet Explorer provided by Yocalcom Hermes Net Powered by vocalcom welcome to Hermes Net Select your language Language English M Please enter your identification User ID 1000 E Login Password X Close Station 2255 Version 1 0 20050112 The window used to identify the user appears The drop down list Language allows you to select the editing language of your choice The XK cose button can be used to close in one step all the opened Hermes Ne
38. J LAJ i N A Texte9 EXERCICE 4 Textell IFrame object Use Display the IFrame content using the content of the combobox _ The property is IFrame src Properties tas Back _ FFFFFF E Image NONE nes Back type repeat Gi 8 onLoad INONEJ Fana MYFRAME Textel Go to HOME 4 ea ted Les exe INTRO ai Status Done 1893m5 Script formation 231204 Object Page This zone yellow striped is in the middle of the screen and displays the script page as it would look during execution All objects are visible and can be selected by clicking on them The properties visible on the left side and the main menu are adapted in function of the style of the chosen object VOCALCOF Cer lt lt Sad SS Call Center Solutions VOCA LC OM Web gt 6 rip iter User Manual 4 2 1 Select an Object When an object is selected its appearance changes in order to provide the user with the following information and functionalities F 5 k Move object Lei Make object part of a group Link object to a table ar Let object launch an action Give object a name E Delete object gn i Resize object t ae 4 available a flicking red square is displayed in the properties of the object see next When an object linked to the DB is selected and the connection is not picture VOCALCOr ua Call Center Solutions Z V OCALCOM Web o gt 6 rip
39. O RELE PE RRERO RELE PE REERO RELE PE RLE RORE RERE RORE LE PORE RO See vene e eed Upload selected files Browse The Eross button lets you launch an explorer window and choose elements from your workstation that can be put at the disposal of others on the server Once selected locally the element s name appears in the field of the left column VOCALCOM i E sa Call Center Solutions LA VOCA LC OM Web so 6 rip te 3 User Manual Upload selected files button to transfer the selected elements Then click on the on the server When they appear in the Uploaded area they are available to the other USETS VVith the Delete selected fles button you can delete files from the server Listen file With the View file item selected from the list or button you can preview or hear the All elements in the Uploaded list are accessible during the edition phase of the script through the following functions Load from the Template menu the properties Image and CSS Class or when editing specific commands and actions 6 3 Link Builder The window in which you can define links allows you to create predefined links that are used in the script with the Link property of buttons links or images You can determine the link s destination in function of certain conditions VOCALCOM F Call Center Solutions V OCALCOM Web so 6 rip iter User M anua l A http www vocalcom com Web Editor Li
40. OM Web o gt 6 rip ter User Manual 5 2 16 The CALENDAR Object j Allows you to insert a calendar Description of Properties Name Category See object LABEL Object Behavior Category DisplayType Define whether the data in the calendar should be displayed by week work day or day Planning Define the planning assigned to the calendar at startup The list proposes all the plannings defined on the system Commercial Name of the default commercial assigned to the calendar at startup It can be a text or a variable Subjet Default subject assigned to appointments created into the calendar at startup It can be a text or a variable Note Default note assigned to appointments created into the calendar at startup It can be a text or a variable Data Category All the fields listed here concern the contact of the current appointment and can be filled using text or variable LastName FirstName Adr1 VOCALCOM a TZ Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Adr2 Cp City Country Prof Phone Mob Phone Assi Phone Prof Fax Prof Email Perso Emain Assi Email Company Function VIP AutoCreate If this field is 1 the contact assigned to the appointment is automatically stored into the Agenda database If it s 0 the agent must add himself the contact into the database If these data are not defined at the startup of the Agenda object they can be entered b
41. ROP DOWN LIST Object DROPDOWNLIST Layout Category See object LABEL Object Action Category See object DROP DOWN LIST Object DROPDOWNLIST Miscellaneous Category DynamicList See object DROP DOWN LIST Object DROPDOWNLIST Static Items See object DROP DOWN LIST Object DROPDOWNLIST Rows Indicates the number of lines displayed in the list ExportOrder See object LABEL Object 5 2 10 CHECKBOX Object Web Scripter User Manual Page 96 of 167 Author Vocalcom Benelux VOCALCOFT E Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Ua VVith this object you can create checkboxes linked to labels You can select multiple boxes at once contrary to the radio buttons described in the next paragraph Description of Properties Name Category See object LABEL Object Appearance Category Alignment See object LABEL Object Back See object LABEL Object Color See object LABEL Object Style See object LABEL Object Width See object LABEL Object CSS Class See object LABEL Object Font Category See object LABEL Object Behavior Category AccessKey See object LABEL Object TabIndex See object TEXT Object TEXTBOX Visible See object LABEL Object ToolTip See object LABEL Object Enabled See object LABEL Object VOCALCOrM Call Cen VV e b Scripter U fer Solutions V O C AL GO M
42. Scripts List T Hermes Net Scripter Select a Script or create a new one Microsoft Internet Explorer provided by Yocalcom WEB Scripter Editor Powered by Vocalcom D MySite EHEH How to start the editor 1024 x 768 Script Name a Type Owner Y Modified Created Used Edit View Export Del Script For MySite En EH EH 01 28 2005 01 11 2005 E Create a new script L Restore a script from a file Exit Dil V3 0 6 25206 JS 21 01 2005 16 36 30 Remember When installing your system the administrator created a company to which you belong and an account for each user of your company All throughout this documentation you will see that it is possible to share information between different users of the same company 1024 x 768 Full screen How to start che editor 024 x 768 oolBar Web Scripter User Manual Page 19 of 167 1152 x 864 Author Vocalcom Benelux a ToolBar 1280 x 960 ToolBar Mo Resizing Call Center Solutions LA VOCA LC OM Web gt 6 rip ter User Manual How to start the editor The Web Scripter allows you to select the editing interface in the resolution of our choice Simply select the screen resolution you wish to use from the list You can also choose to display or hide the browser toolbar The selected value will be associated with each startup Display Script List In this list you will see all the scripts created by y
43. TEST Alert Enter a Custom format based on the regular expressions see section Help dialog windows on page 47 Use the field Test Zone and the West button to check if your custom format is correct The Alert field can be used to indicate the error message to be shown when you click on i I the flicking symbol close to the erroneous field Word with spaces I This is not a word without space If the page is validated and the text format does not correspond to the format defined the message in the Error property will display an exclamation mark next to the object in question Alert This property allovvs you to enter the error message that vvill appear vvhen the specified format for the field is not respected AccessKey See object LABEL TextMode Choose the display type of the text zone SingleLine or password In function of the browsers the characters of a field with a password are replaced by the reference mark or bullets Tabindex See object LABEL VOCALCOr E Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Visible See object s LABEL Evaluate See object LABEL ReadOnly Prevent entries in the field ToolTip See object LABEL Enabled See object LABEL Data Category See object LABEL Layout Category See object LABEL Action Category onClick Link an action to the event Click on the object onChange Li
44. User Manual Auto the scroll bars are displayed in function of the content No the scroll bars are not displayed Yes the scroll bars are always displayed DisplayTyp Allows you to define the default Agenda List of options e agenda settings Month week and day Planning Allows you to choose on which agenda campaign the script can be opened Commerc Allows assigning a commercial to al the agenda at startup Defines agenda subject Mote eae kie a default note Format fields Href Link YES NO Ej J database the left side of the object the top border of the object VOCALCOM eS Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Header header line Defines the document s left Page LeftMargin margin Defines the document s top or margin Z i Defines the object s Z position All Number i Each object is positioned on a plan This property defines on which plan the object is placed eet the space between each DataGrid Number ee of the table Te pn table cell Pees borders Wrap Defines if the text displayed or TextArea so entered in the object should fit so NO the window size Defines the object s left internal Iframe Number MarginWidt margin h MarginHeig margin ht Baal DE oe Connection populate the object Link Button VVeb Scripter User Manual Paqe 63 of 167 e VOCALCOM eS Call Center Solutions VOCA LC OM Web o gt 6 rip ter Use
45. ages groups or action models at the disposal of all users These can be particular template pages that can serve as examples Public templates can be accessed by all users of the Web Scripter platform Private templates can only be accessed by users of the same company When you authorize a page to be shared with others in the Pages menu see section Pages Menu on page 27 or when you save an action as a template all other users of your company have access to the elements Groups created by a user are automatically shared and accessible in the template pages VOCALCOr R E a Call Center Solutions A VOCA LC OM Web o gt 6 rip ter User Manual The original templates can not be changed by the user that loads them Once loaded pages and actions can be used as if they were created in the script themselves Modules Menu This menu gives you immediate access to the different annex applications available in the Web Scripter Start Upload Center This application is used to transfer files from your client station to your private repertory on the server This application is mainly used to transfer images from your station to the server in order to include them in your scripts As we will explain later the upload function allows you to download many other file types as well For more information check out the Upload Center chapter Start Link builder Use this application to create conditional chain links be
46. and Teshvalue name Criteria Parameters Mame Value COMMUN sale To Test m T2 The upper left list displays all the actions defined in the script The right list displays commands that compose the selected action When an action and a command are selected the parameters of the command are displayed in the next part named Command Information The names of the used variables are displayed in the part named Parameters The button can be used to test a specific command at every time The button can be used to test execution conditions VOCALCOr Call Center Solutions LA VOcCA LC OM Web So 6 rip ite tr User Manual Script Editor The upper part of the window can be used to type JavaScript code Example the command out lt variable gt can be used to display the content of a global variable or a script object Ej Script Debugger Microsoft Internet Explorer provided by ocalcom Script Information Actions Information igen Page Navigator Variable Inspector Page Inspector Enter a script expression below and click run script mote use ouk exces to print result in the lower text box Lex oot fi dile E clear output Just click on the button to execute the entered code and to see the result in the lower zone The button L_ 223 SUte4t_ can be used to clear the lower zone Its also possible to assign a value to a variable via this window using the next syntax Variable Hello World
47. ands In this part of the application you can create actions composed of commands which will be used in the script to execute Basic test functions Calculation CRM actions record injection appointment reverse annuary record suppression SQL data access Navigation actions Go to URL Go to script page Telephony functions dial a number change a status hang up treat next call put in queue play a message play DTMF record conversation call IVR script show or hide buttons transfer call send location to CTI User JavaScript functions VMC actions send e mail SMS or fax perform print and document merge VOCALCOM TA z en Call Center Solutions VOC ALC OM Web Scripter User Manual When you decide to load an action template you can choose one or more commands that make up the action J Web Scripter Action Microsoft Internet Explorer provided by Yocalcom WEB Scripter Action Builder Na Powered by Vocalcom CMD update Category fuser Function E Commands J Create Custom Function v Description Enter a JavaScript command Texte9 yalue LL value E Script Fields Script Fields kd I Script Yariables Script Variables Description A Can contain variable ariable_Name or Form field Form_Field oe Name Field written in bold are needed In the Select or Create an Action zone you can manage different actions
48. ated with the L button by entering the values in the follovving columns Value indicates the value to be saved and associated with the selected field and Text to display indicating what will appear in the drop down list on the screen Use the PI and KA buttons to change the position of an item Use the Es button to delete the selected suggestion The selection buttons in front of each line allow you to define which item is selected and visible by default in the list when displayed on the screen Click on D Mottem to delete all other items shown in the window ExportOrder See object LABEL Object Tips and Tricks VOCALCOM A Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual x Cascade lists content defined by the selected item in an other list Example Car Mark volkswagen E The list of models depends on a car mark and equipment depends on a model Model We will use the DynamicList property to define lists content Equipment Connection String NewComp DE Fill text with Constructor_Name Fill value with optional Constructor _Id Request select From Constructor First list content The content of the 2 other lists will be defined using a query containing a global variable This variable is updated with the content of the previous list Models List query Select from Model where Constructor Id constructor Series List query Select from S
49. bject 108 5 2 16 The CALENDAR Object 109 6 COMPOSITION OF A SCRIPT 112 6 1 How to generate a script 113 6 1 1 Create a new script 113 6 1 2 How to manage script pages 114 6 1 3 Page layout 115 6 1 4 Create objects on the script page 115 6 1 5 Text format via cascading style sheet Ve 6 1 6 Text zones and lists 117 6 lst Links and buttons 120 6 1 8 Images and IFrames 120 6 1 9 Checkboxes and radio buttons 122 6 1 10 Datagrid 122 6 1 11 The calendar 123 6 1 12 Create connections with databases 124 6 1 13 Create the Client file 126 6 1 14 Save and execute a script 128 6 1 15 Debug Window 129 6 2 Upload Center 135 6 3 Link Builder 136 6 4 Criteria Builder 140 6 5 Connection Link 142 6 5 1 Connection Auto Link Start Customer File Connection 144 6 5 2 Connection Create Link Start Customer File Creation 146 6 3 93 Invalid connections check at script opening 148 6 6 Connection Viewer 149 6 7 Connection Builder and Checking 150 6 8 Actions and Commands 152 6 8 1 Description of the possible commands 157 6 8 2 Objects References 160 VOCALCOF Call Center Solutions Z V OCALCOM Web o gt 6 rip ter User Manual 6 8 3 Definition of global variables 160 6 9 Examples of useful scripts 164 6 9 1 Greeting message according the time 164 6 9 2 Use agent identification information 165 6 9 3 Change the mouse pointer 166 VOCALCOM a Call Center Solutions LA VOCA LC OM Web gt 6 rip ter User Manual LEGAL STATEMENT This docum
50. cording to script objects Connection Defines which connection must be used Table Defines the table in which the chosen column resides Text Col Defines the column of which the content must be displayed in the object VOCALCOM Call Center Solutions LA VOcCA LC OM Web So 6 risp ter User Manual Click on the button to open the dialog box Select a Connection Hii Select a Connection DataConnection DataTable DataTextField aj OK No Connection Cancel imi The existing connections are proposed in the list DataConnection Once selected tables detected within this database are proposed in the lists DataTable and DataTextField The I button can be used to open the Manage Connections screen See chapter Connection Vievver on page 149 Layout Category Left Choose the position of the objects left border in pixels Top Choose the position of the object s top border in pixels Width Choose the object s width in pixels Height Choose the object s height in pixels Z Index Choose the object s plan An object with a low Z Index value will be recovered by an object with a higher Z Index Miscellaneous Category LabelFor Assign a label to a data entry field NOM CHAMP Ro Mom If the property LabelFor of the NOM object is linked to CHAMP_NOM a click on the text Nom 7 will access the field CHAMP_NOM VOCALCOF i E
51. ction Click on cae to cancel the last modifications and close the window ExportOrder See object LABEL Object 5 2 13 The IFRAME Object With this object you can create an Internet navigation zone on the screen called IFrame Description of Properties Name Category See object LABEL Object Appearance Category FrameBorder Indicate whether the border of the Iframe is visible or not CssClass See object LABEL Object Behavior Category VOCALCOFT Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual TabIndex See object s TEXT Object TEXTBOX Scrolling Indicate if the Iframe object s scroll bars are displayed or not Auto the scroll bars are displayed in function of the content No the scroll bars are not displayed Yes the scroll bars are always displayed Layout Category See object LABEL Object Margin Width defines the width of the window s left margin Margin Height defines the height of the window s top margin Miscellaneous Category URL indicates the URL of the Web page that will be displayed in the Iframe window Click on the Ll button to open an input dialog box ExportOrder See object LABEL Object 5 2 14 DATAGRID Object Ga With this object you can create a table the content of which will be the result of a request on the database Description of Properties Name Category See object LABEL Object VOCALCOF a aoe Call Ce
52. d at the server level although dynamic query is build at client level when the page is displayed That means that the query is not yet known at the moment of the data retrieval the variable used to build the query is not yet initialized The solution is to create another page set as first script page and to set an action on the OnLoad event of this page This action will be composed of 2 commands the first one builds the query the second one navigates to the page containing the datagrid x References of the datagrid in JavaScript code The variable lt DataGridName gt line contains the content of the selected datagrid line and lt DataGridName gt row contains the number of the selected line VOCALCOM a 2 Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual 5 2 15 The LITERAL Object EJ With this object you can create a text zone of the Literal type this is a text area with HTML content that is interpreted at execution You can use this object to insert an ActiveX component in the screen Description of Properties Name Category See object LABEL Object Appearance Category Text Contains the HTML code that will be interpreted and shown on the screen Behavior Category Scrolling See object The IFRAME Layout Category See object LABEL Object Miscellaneous Category ExportOrder See object LABEL Object VOCALCOM Call Center Solutions VOCA LC
53. e b gt rip ter User Manual Name Category See object LABEL Object Appearance Category See object TEXT Object TEXTBOX Font Category See object LABEL Behavior Category See object LABEL Object Test Format See object BUTTON Object BUTTON Save Data See object BUTTON Object BUTTON Layout Category See object LABEL Action Category onClick See object BUTTON Object BUTTON OnMouseOut See object BUTTON Object BUTTON OnMouseOver See object BUTTON Object BUTTON Miscellaneous Category See object BUTTON Object BUTTON Tips and Tricks VOCALCOrM l a PB 4 VWs Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual 5 2 7 IMAGE Object kil VVith this object you can display an image on the screen Description of Properties Name Category See object LABEL Object Appearance Category AlternateText indicate the text to be displayed instead of the image when it is not loaded as well as the text displayed on mouse over Powered By VOC neers vocalcom Product In this example AlternateText is Vocalcom Product Back See object LABEL Object Color See object LABEL Object Style See object LABEL Object Width See object LABEL Object Image See object LABEL Object CSS Class See object LABEL Object VOCALCOF Call Cen Web Scripter U ter Solutions
54. e object LABEL H Align See object LABEL Back See object LABEL Color See object LABEL VOCALCOF Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Style See object LABEL Width See object LABEL CssClass See object LABEL Font Category See object LABEL Behavior Category Allow Null This property allows you to define if an agent can leave a field empty If the page is authorized with a blank field the message specified in the Alert property will be displayed with an exclamation mark next to the object in question Format With this property you can specify an entry format for the object For more information on formats check out chapter Text format via cascading style sheet If you click on the button mi you will open the Select a format window jii Select a format Predefined Custom alidator List Internet E mail Address French Phone Number French Postal Code German Phone Number German Postal Code U S Phone Number U S ZIF Code Time Alert OK Mo validator Cancel VOCALCOr i aS Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual This vvindovv allovvs assigning a predefined format e mail address phone numer zip code to the current field You can also create a new format using the custom 4 button Custom Format Test fone
55. e points over the image and xt instead of the image before it Is displayed Allows you to enter the text to be displayed in the object For a text object the property contains the HTML code to be included in the text area Allows you to choose the text alignment inside the object Object fill color Label Textbox TextArea Href Link Button Literal Label TextBox TextArea Button DataGrid CheckBox RadioBox Objection Label Texbox TextArea Button List of options Code Color Color VOCALCOM Call Center Solutions bs V OCALCOM Web o gt 6 rip ter User Manual HrefLink Image Combo ListBox CheckBox RadioBox Objection MI Object line color Label Texbox Color Coder TextArea or Color PopUp E Line width Button Href Link Image CheckBox RadioBox Objection DataGrid Image Image to be displayed in the DataGrid List of options background of the DataGrid or Image page the page Iframe border visible or not Iframe CheckBox YES NO CSS Class Selection of the style type All except Text P present in the CSS File Check Literal Agenda out the section Upload Center to and page find out how to upload a Css File aa Height of the text displayed in the E DataGrid Color Code borders Or PopUp Background color of the Colors Alternate alternated lines VOCALCOF i t i E er Call Center Solutions k V OCA L
56. e screen zone These objects are treated similarly as the others VOCALCOM R Call Center Solutions A VOCA LC OM Web o gt 6 rip ter User Manual 4 2 3 Help dialog vvindovvs Several help dialog vvindovvs can be displayed during edition of a script in order to get syntax information to build the next expressions Custom Calcul expressions on the Action Builder screen category Calcul see chapter Actions and Commands on page 152 User functions defined on the Action Builder screen category User Function see chapter Actions and Commands on page 152 Custom formats see property Format of objects containing text H The 2 first dialog windows are reached using the button J at the bottom of the Action Builder screen the 3 one is accessible via the button in the title bar of the dialog box Select a Format related to the Format property Custom Calculs help screen a E ee e E Li i Increase Increase i add 1 toi Operators Decrease I i subtract 1 to i Assignation Affectation 0 Operators Ka a X 2 ee to assignation X X 2 Web Scripter User Manual Page 47 of 167 e N Call Center Solutions ssi VOCA LC OM Web o gt 6 rip ter User Manual Subtraction and assignation pi o Division Modulo and Binary AND and e ee Binary OR and ee es ee ena exclusive OR e Comparison equal ee ee ee ee pes C a sra Je JT prese aren po e
57. entation is protected by national and international copyright laws The VOCALCOM name and its logo are registered trademarks of VOCALCOM S A vvith its corporate head office at 7 rue de Tilsitt 75017 Paris France The HERMES PRO name is protected by national and international usage rights for a trade name and more generally by national and international software protection legislation The other names brands and trade names mentioned belong to their respective owners Reproducing all or part of this documentation on any media whatsoever is forbidden without the express prior approval of the publisher art L122 4 and L122 5 of the French Intellectual Property Code The publisher cannot accept liability for any typographical errors picture printing errors or any other symbol error nor can it accept liability for consequences arising from the incorrect use of this documentation The sole purpose of this documentation is to educate and train individuals It cannot in any way be interpreted as a contract agreement including sui generis an advertising and or promotional media in any form whatsoever 2000 2005 VOCALCOM S A All Rights Reserved VOCALCOF i E a Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual 1 INTRODUCTION Vocalcom Web ScripteriM is a client server solution that enables call center administrators to develop and generate scripts As it was specifically developed for f
58. er Solutions LA VOCA LC OM Web gt 6 rip ter User Manual At the bottom of the screen a Description zone allovvs typing in a description for the command 6 8 1 Description of the possible commands Commanas are grouped in several categories Each category suggests predefined operations and for each operation a specific instruction screen Basic Function This category allows executing a basic test on a specific value according to a format You can also enter a warning message to inform the user that his data were not formatted correctly Calcul calculate In this category you can type in formulas using object values and global variables Create custom calcul or you can call a JavaScript function Select Template Calcul CRM Perform basic actions on customer records including Record re injection Appointment Reverse Annuary Clear record to remove the current customer record Data Access VOCALCOF Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual In this category you can define SQL queries on a specific connection Select update delete insert save data form You can type in SQL query content in a specific area Navigation This category allows you to perform the following actions Go to page Go to URL Go to page in a pop up with a defined size Go to URL in a pop up with a defined size Telephony function This category allows performing basic te
59. erie where Model Id model The 2 variables constructor and model must be initialized at the first loading of the page Synchronization of the lists First we create an action linked to the onChange event of the first list This action is composed of 2 commands The first is a custom function VOCALCOF a ne Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual constructor MarkList value And the second command goes back to the same script page in order to refresh its content Afterwards we create an action linked to the onChange event of the second list This action is composed of 2 similar commands The first is a custom function model ModelList value And the second goes back to the same script page x How to get the text of an item from a list OLisiName options OListName Selectedindex text 5 2 9 LIST Object LISTBOX With this object you can create a list of values that are defined to be static or dynamic Description of Properities Name Category See object LABEL Object Appearance Category See object DROP DOWN LIST Object DROPDOWNLIST VOCALCOM VV e b Scripter U Call Center Solutions V O C AL GO M ser Manual Font Category See object LABEL Object Behavior Category See object DROP DOWN LIST Object DROPDOWNLIST SelectionMode Indicates if multiple choices are allowed Data Category See object D
60. ervision These applications are available or not according to the rights access assigned to the identified user If only one application is available it s automatically launched If more are available the user must use the Launch button in front of the application he wants open At the bottom of the screen the named of the user is showed The E lon bagig button can be used to come back on the previous window and change login information Only the Web Scripter application is described in this document Please use other specific documents to get information about other applications Please note that your ID is stored in a cookie on the client station without the password The dropdown list close to the application name can be used to select a specific site script VOCALCOM eh i walle T Gall Center Solutions LS VOCA LC OM VV e b o gt 6 rip ter User Manual 3 SCRIPT MANAGER This chapter describes how to create a new script or how to identify and select an existing script on the script management screen It also contains information on how to restore a script from a file Scripts available here belong to the user site company dil and other file names are on the bottom of the screen please write down this information when you call the Hotline DI S 0 5 28657 JS 03 12 2004 17 58 59 VOCALCOM ee en Call Center Solutions VOcCA LC OM VV e b Scripter User Manual 3 1
61. form Local Options Test indice it Control mode P Only this page Dey Ony 7 Generate Preview First you have to choose the generation type Production Integration or Developpement In the case of the script should already be used by real agents in a production environment its recommended to first generate and test the script in the Dev environment Dev version VOCALCOF Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual VVe can also choose the Platform to run the script A test step can also be useful use the Integration type When it s correct it can be generated in the production environment Run version in order to replace the script used by the agents In the Options part you can select the Test Indice default is 1 Vv Control mode It is reserved for advanced users Checking this box allows showing the debug window during the execution of the script or during the preview see section Debug Window on page 129 to read details about debug possibilities n Only this page Dev only allows testing only the current page and not the whole script This is only possible in development mode Generate This button starts compilation and generation of the script Once it s ready its executed Lo Preview this button executes the result of the last script generation 6 1 15 Debug Window During script execution its possible to consu
62. h a request to a database For Objections more information check out the Objection object Dynamic Allows filling combo or drop Combo Dyn List down list content with a request ListBox List to the database For more information check out the Combo and Drop down list objects VOCALCOr pe d Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual E e oo JE List Objections Static Defines the static content of j Combo PopUp Static Items objects ListBox List CheckBox RadioButton E Defines the destination page Button Href ivhen clicking on objects Link Image E Allows referring the script to an Text External external URL URL URL Oo Configures the URL in the object g If an external URL is configured Button Href List of options Target this property allows you to define Link Image or display that URL Columns Defines the number of TextBox Number characters displayed per line TextArea This property inhibits the object s ize properties This property allows you to link a Label Name of an Labelfor label with a data entry object Object of the TextBox TextArea etc page Indocates if the agent can change Change CheckBox Add Indicates if the agent cana dd VOCALCOr Defines the number of lines TextArea Number displayed by the object This ListBox property inhibits the object s height properties Call Center Solutions LA
63. har true 100 1 Index Objection18 E zi i i Tel zi Status First columns on the links display the object name and page Next columns FieldName Type AllowNull Default Length allow you to consult the properties of the DB field related to the object With the ToCreate column you can check if the connection already exists el the column already exists and is connected to this object A the application suggests to create the column with the next validation and to link this object Properties values are suggested by the application by default together with a field name based on the existing object name By selecting a line on the screen the ToCreate column shows a checkbox where you can indicate if you want to create this DB field or not VOCALCOF i Call Center Solutions V OCALCOM Web gt 6 rip iter User Manual Objects already linked to a DB field also display this checkbox meaning that you can add a supplementary DB field linked to this object The application suggests default values for the new field to be created For Listbox Dropdown List or Objection objects the line is composed of 2 rows the first of which contains the text used to fill the displayed list and the second contains the LISTE1S value associated to this object EB Listel5 OO LISTEISYAL NAL The Occurrences column indicates the number of identical fields to be created in the DB based on this object 6 5 3 Invalid connecti
64. he text displayed in or on the object you have to change the value of the Text attribute in the sub menu Appearance You can also change an object s look by changing its properties with regard to color border text shape and content 6 1 5 Text format via cascading style sheet You can use a cascading style sheet to simplify giving the object the desired look It allows you to define how the objects will look on the screen thanks to a style sheet external to the script You can easily change the look of your objects by changing the external style sheet rather than having to change each page and object separately A cascading style sheet can be integrated in the script with the load function from the Upload Center Once integrated you merely need to link the name of the style sheet with the object in question through the CssClass attribute See chapter Upload Center on page 135 6 1 6 Text zones and lists The object types that allow you to display text on the screen contain the following properties and must be chosen in function of what you wish to see on the screen Labels are used to display permanent text on the screen A label can be linked to another object with the property Text for simply click on the label to get to the linked VOCALCOFT R Ya Call Center Solutions LA VOCA LC OM Web gt 6 rip ter User Manual object Also we can specify the name of a global variable as content its content
65. his function must first be uploaded using the Upload Center see chapter Upload Center on page 129 Select Template Function VMC Vocalcom Media Center VOCALCOM i Call Center Solutions LA VOCA LC OM Web So 6 rip ter User Manual VVith this category you can use different communication media such as e mail SMS fax or document print and merge According to the selected channel the screen indicates the fields required to compose the content of the message and the connection to be used for the document merge 6 8 2 Objects References All script objects can be added to code or to content of other objects using reference lt object name gt value For Listbox DropDownList or Objection objects this formula gives the content value rather than the displayed text The content of a Label object is referred to by the formula lt label name gt innerHTML The background color of a page is referred to by the formula document body bgColor For example document body bgColor FF0000 The page title is referred to by the formula document title For example document title My Test Page 6 8 3 Definition of global variables In the Modules menu the function Set Global Variables can be used to open the following dialog window VOCALCOF R E Call Center Solutions XS V OCA LC OM Web Seripter User Manual i Set or modify Global Yariables zix Name Type value or DataBase Field VORTABLE
66. ined during the script edition but can also be chosen by the agent during script execution Access rights to the Agenda object are defined during the script edition It is so possible to avoid an agent changing the agenda planning or to add modify move or remove appointments within the agenda It is also possible to link actions to events generated by this object events are appointment creation update or suppression VOCALCOF i Oo Center Solutions KA V O C AL CO M Web o gt 6 rip iter User Manual 6 1 12 Create connections with databases Certain objects can be populated by specific data coming from databases This means that when the script is executed a link to the database is created and gets in real time values from the table to populate script objects A link between an object and a database is defined with the following properties Data gj Connection Cx FORMATION aes g Table ENY Sy Text col NOM m Sy value Col INDICE m Connection indicate the connection previously defined in the Connection Link window See chapter Connection Link on page 142 Table indicate the name of the table that is being used to extract data Text Col indicate the column from which the value is extracted Value Col For objections drop down and other lists you can indicate the column from which the value is extracted The data used during the script execution are always related to the
67. ipt Index the L Select a link Ta the button a specific link created with the Link Builder application DK No Link Cancel specific links check out the chapter Link Builder For more information on creating External URL Specify an Internet address to be loaded when clicking on the object Click on the button to open the input dialog box Target If the property External Url is used select the place where you want to display the chosen Internet pages VOCALCOr R Da Call Center Solutions XS VOCA LC OM Web gt 6 rip ter User Manual jiii Select a value List of jg Target _blank _ Blank Opens the page in a new IE window arent a _ Parent Opens the page in the IE window that self i E Lop called for the Script application Search Opens the page in the IE search window _ Self Opens the page in the actual window _Top Opens the page in the main IE window OK Cancel ExportOrder See object LABEL Tips and Tricks x Recover or modify the text displayed on a button If the object Button is named My_ Button My_Variable My_ Button value My_Button value My_ Variable My_ Button value Hi my name is 5 2 6 LINK Object HYPERLINK AJ VVith this object you can display a text that serves as hypertext link Description of Properties VOCALCOM Call Center Solutions V O C AL CO M VV
68. isible on each page If the total number of lines is more than the number of lines defined here a page chooser and navigation arrows will appear under the table ToolTip See object LABEL Object Enabled See object LABEL Object Allow Sort Indicates if the displayed columns of a table can be sorted with a mouse click on the columns header Data Category Connection See object LABEL Object Request Allows you to define a request to the database the result of which will be used in the table See chapter s Connection Link on page 142 for detailed information Layout Category See object LABEL Object Header defines the height in pixels of the table s header line Line defines the height in pixels of the table s other lines CellSpacing defines the spacing in pixels between each cell CellPadding defines the padding in pixels of the table s header cells Border size defines the table s border size in pixels Action Category onSelect Link an action to the event selection on one of the table s lines VOCALCOr a Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Miscellaneous Category ExportOrder See object LABEL Object Tips and Tricks x DataGrid populated by a dynamic query on the script first page This specific case needs a special setting because the next problem occurs Data used to populate a datagrid are retrieved and calculate
69. ities 1 2 Who should read this documentation This documentation is aimed at all Web Scripter users so basically contact center administrators who have to develop scripts We enlarge upon all aspects that are useful for generating scripts VOCALCOF a Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Among the key elements of this documentation are creating visual attractive looking pages creating simple and complex links between pages creating commands and actions and linking scripts with your databases 1 3 Application domain Although the Web Scripter can be used to create any kind of screen script some of its integrated functions and commands make it perfect for usage in combination with Vocalcom Hermes Tools or Vocalcom Hermes Pro Thanks to its fully web enabled character the Web Scripter can easily be integrated with any application type as it merely requires an Internet browser to be operational It can be accessed through a specific URL One of the major advantages of the web based solution is its use in delocalized or multiple sites through a thin client such as a LAN Local Area Network or a WAN World Area Network 1 4 Operating Principles The Web Scripter is based on so called Client Server technology Both the application and all information with regard to data registered by its users reside on a single machine the Server thus centralizing everything
70. ject created is of the Label type It will be named Labelo VOCALCOr Call Center Solutions VOCA LC OM Web So 6 rip iter User Manual El Layout Put it mete desired place by holding the mouse PE A si G on the button and by changing the defined L E ca Gl values for the attributes Left and Top in the E a D Layout sub menu F Height D Change the size with the small arrows around the object or by changing the values of the Width and Height attributes For more details check out the section Select an Object on page 44 You can also change the order of the objects through the main menu By default the object last created comes on top of the ones previously created and align them To perform these changes on several objects at once you can select them all by framing them with the mouse or by clicking on each individual object while holding down the cm key Once you have selected them you can create a group of objects with the Group objects function in the Edition menu This simplifies all further changes you want to execute for a group of objects The properties in the left menu are adapted in function of the type of object selected In case of multiple selection changing a common attribute causes to change it in all the objects that contain this particular quality VOCALCOM i Call Center Solutions LA VOCA LC OM Web So 6 rip ter User Manual In order to change the context of t
71. lable when clicking on the kel button See sections CHECKBOX Object and RADIO Object RADIOBUTTON on page 96 and 98 for more details 6 1 10 Datagrid With the Datagrid object you can display structured data resulting from SQL requests Both its layout and colors can be customized and you can link an action to the selection of a cell in the table In the Request property you can indicate the name of a global variable that contains a dynamically created SQL request Example Datagrid filled by a query Donn es g Connexion CX DEMO voj ke Sa Requ te select indice nor k Hii Entrez un texte EA select indice nom adresse From client where indice lt 10 gt Result VOCALCOM i E Call Center Solutions LS V O C AL CO M VV e b o 6 rip ie 3 User Manual indice nom adresse 1 ABADIE JEAMNMEttEEE 1 RUE DES EBISOIRES ABAYACHOL MOHAMED 10 RUE DU PORTUGAL ABBOU MOHAMMEC jes RUE DES EBISOIRES ABDELKADER DJILALI 15 RUE DU PETIT BONTEMPS ABDELKADER MOUSSA 15 RUE DU PETIT BONTEMPS ABDEREMANE YOUSSOUF Jese RUE ABEL SUYET ABDERRASAK MOHAMED 1 ALLEE SAINT JUST ABDERRAZAK LATIFA E ALLEE SAINT JUST ABDESLEM EL MOSSLIH E ALLEE SAINT JUST hh 6 1 11 The calendar With the calendar object you can display a dynamic agenda on the screen for managing commercial appointments and contacts The agenda initialization parameters planning commercial can be def
72. layed on the screen Select the script file Browse Restore gt Select the script file by clicking on the _ Browse button an exploration window opens and allows selecting a local file ce Once selected the _Restore gt button generates a script based on the content of this file this file can be first exported using the export function If a script already exists with the same name the application adds a unique numeric identifier at the end of the new script The button Exit can be used to close the application VOCALCOrM RI Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual 4 THE SCRIPT EDITOR The Web Scripter application suggests working with either one of the following two scripts Pages Scripts and frames Scripts This document describes the first editor type the Web Scripter Editor REN while another document provides more details F on the second editor type the Web Scripter FrameSet Editor mH This chapter contains a detailed description of the different menus of the Objects Zone and the Editing Zone VOCALCOF all Center Solutions VOC ALC OM VV e b Scripter User Manual 4 1 Editor menus The application commands have been regrouped in 2 main zones E Hermes Net Scripter 3 0 Microsoft Internet Explorer provided by ocalcom WEB Scripter Editor Powered by Vocalcom dition Jyj Template Ty E a Ee Ud ee
73. lephony tasks Dial a number Change a status and indicate whether the call was argued positively Hang up Treat the next call Put the current call on hold waiting queue Play an audio file see chapter Upload Center on page 135 Play DTMF keys Start recording the current communication Call an IVR script Show or hide agent toolbar buttons Transfer call Send location to CTI User function VOCALCOF a e Call Center Solutions bs V OCALCOM Web gt 6 rip ter User Manual This category allows to type in JavaScript code using object values and global variables Create Custom Function The two lists under the input zone let you select an object reference or a variable name to append it to the code see sections Objects References and Definition of global variables on page 160 and 160 Script Fields MaPage Boutonl DBLink Tableaul a m Index 1 Label Script Variables Index Lienlz Index j Imaqel3 Index ListeDeroulantel4 Index Listel5 Index j Case Cocherl Index Radiol Index Objection 15 Index IFramel2 es The first list Script Fields gives the objects name and location page When an object is selected from this list its reference is attached to the code displayed in the zone above The global variable can be added to the code using the second list Script Variables We can also indicate the name of an existing JavaScript function T
74. lt the debug window to check variables content This is possible only if you checked the Control Mode box on the Generation Preview window In the upper left corner of the script window a symbol T is shown If you click on it a separate debug window appears VOCALCOM Om 2 i Call Center Solutions V OCALCOM Web gt 6 Yrissp tt ef User Manual i Script Debugger Microsoft Internet Explorer provided by ocalcom E ej jes Sele Actions Information Script Editor Paqe Navigator variable Inspector Page Inspector Runtime Script Sonor kernon 1 Revision 1 5 Serie 149 Acton Version Revision 1 6 Export date 18 01 2005 11 22 57 Debug version First Page 1 318 aspx It allows accessing the next functionalities via the tabs Script Information This window displays general information line script version and revision number Actions Information This window is very useful because you can access all the commands and actions defined into the current script to consult actions parameters and to execute it separately VOCALCOM a I aii i i Call Center Solutions LA VOcCA LC OM Web So 6 rip ter User M anual ZA Script Debugger Microsoft Internet Explorer provided by Vocalconi laj x Script Information Fane Glin Script Editor Page Navigator Variable Inspector Paqe Inspector Actions Commands select an action below ADOTIDH TEST Command Information Comm
75. mage Personal Images bullet 1 bmp laposte jpg Global Images Sdsnow2 gif Lo nomas tri 1 e Two types of images are available personal and global images Global images are part of the scripter personal images belong to your company and can be added with the Upload file module see chapter Upload Center on page 135 This module can also be reached using the button at the bottom of the dialog box To delete an image from the background simply open the image popup el and choose NO IMAGE Back Type Choose the display type of the background image Repeat the image is repeated on the whole page No repeat the image is placed on the top left side of the page Layout Category Width Defines the width of the page in pixels Height Defines the height of the page in pixels LeftMargin Defines the page s left margin in pixels TopMargin Defines the page s top margin in pixels Action Category VOCALCOr SE 2 A Call Center Solutions v V OCALCOM Web gt 6 rip ter User Manual onLoad Allows you to choose an action to be executed when loading a page Click on the lil button to open the dialog box Select an Action i Select an Action iimas Actions List OK No Action I Cancel eA The list of existing actions is displayed you have to select the right action and to assigne it to the action using the KI button If you wan
76. must be respected VOCALCOr sA Al E Call Center Solutions V O C ALCO M Web o gt 6 rip ter User Manual Reark 2 previous versions of the scripter don t use all the same predefined variables NAME replace previous TV Be sure you are using the right documentation and variables version 6 9 3 Change the mouse pointer Just like in HTML it s possible to adapt the mouse pointer when it is over a specific text part Into the text add the next tags lt font style cursor help gt and lt font gt arround this specific text Example The text hereunder shows the help cursor lt font style cursor help gt HELP CURSOR lt font gt Result The available cursors are cursor crosshair cursor pointer cursor move cursor text cursor wait cursor help VOCALCOF l iO E 2 Call Center Solutions VOCA LC OM Web So rip ter User Manual cursor e resize cursor w resize cursor n resize cursor s resize cursor ne resize cursor nw resize cursor se resize cursor sw resize cursor defaut 6 9 4 Set objects invisible or enabled Using a customized function with the next code an object can be hidden or shown To hide lt object name gt style display none To show lt object name gt style display inline A button can be set disabled using lt button name gt disabled true Or enabled lt button name gt disabled false VOCALCOM
77. n s Column Name INDICE NOM FACT Primary key M AUTRE Allow Null 7 Counter 7 Type fint X INGRAM_VENDU_CLIENT Size I MATABLECLIENT Default I Delete this table New Table Name Primary Key Column name INDICE Add new table Delete this column Add new column Status First you choose the connection in the Connection list at the top of the screen This connection defines which DB to connect with login ID and password The Test Connection Time Out allows defining the maximal waiting time before CHECK ALL considering the connection as unsuccessful With the button you can check if the DB is available at any moment The left hand list shows existing tables within the DB Delete this table a The button allows deletion of the highlighted table VOCALCOF Call Center Solutions LA VOCA LC OM Web So 6 rip ter User Manual With the input fields New Table name Primary Key Column Name and the Add tabl or Add new tabe button you can create a new table and define its primary key column The Existing Columns zone shows the existing columns found in the selected table Delete this col oap The Pelete this column button can be used to remove the highlighted column from the table The right part of the screen lets you create new columns in the highlighted table Just specify in properties type size default value and click on the Add 6 8 Actions and Comm
78. ne by clicking on the desired item You can select multiple lines simultaneously contrary to the Dropdown List lis content is similarly defined with dynamic or static data following the same principle as the drop down list With its Lines property you can define the height in terms of numbers of lines not in pixels An object of the Literal type is a text zone in which you can copy HTML code It will be executed upon display of the page The content of all these fields can be linked to database by defining the link and executing a SQL request VOCALCOM E all Center Solutions XS VOCA LC OM Web o gt 6 rip ter User Manual The value of an object is referenced with the syntax lt name object gt value You can insert a reference in a field by checking the Evaluate box in the properties of the field to see how the content will be interoreted when executed 6 1 7 Links and buttons These 2 objects can be added to the screen to allow browsing to another page or to an external URL See chapter Link Builder on page 136 for information on defining links Click here to open Vocalcom Web site Mert Previous They also present on the screen a so called action launcher object See chapter Actions and Commands on page 152 for more information on actions and commands 6 1 8 Images and IFrames An Image object allows you to insert an image from a private or global image list To be
79. ne of this field in number of lines SS E E Cabell Cette documentation presente les Example LineHeight 1 fonctionnalit s du Web Scripter Y3 Tous ahell2 Cette documentation pr sente les fonctionnalit s du Web Scripter w3 Tous Example LineHeight 2 I I les exemples peuvent tre reproduits i LI Ree eee ss SS SS SS Sh SS SP SS SS SS SS S ee Font Category FontName Choose the font type in which to display the label s content Text Define the color of the text to be displayed tSize Define the text size Bold Indicate vvhether the text should be displayed in bold VOCALCOM a Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Italic Indicate whether the text should be displayed in italics Overline Indicate whether there should be a line above the text StrikeOut Indicate if the text should be struck out Underline Indicate whether the text should be underlined Behavior Category AccessKey Assign an access key to the object If the AccessKey property has the value E the operator can access the object by pushing simultaneously on ALT E Visible Display or hide the object Evaluate If this box is checked the Text content of the object is evaluated before being displayed meaning that the Text property of the object can contain global variables or names of the page fields Important Global variables of
80. nk PREVIOUS created link is shown in the list PAGES Once defined the newly displayed by the application when you define the Link property In this window the button allows you to open the Link Builder window VOCALCOFT Ae 2 i Call Center Solutions V OCALCOM Web o gt 6 rip iter User Manual At the bottom of the Link Builder screen a status line lets you verify the validity of the links Status OK Tip and Tricks How to do a conditionnal branch via the Link Builder It s recommended to use links definition instead of actions to do a conditional branch On the Link Builder create a link composed of several destinations and for each destination define a condition When the condition result is true then the script branches to the involved destination Links L aj nd Type i External URL k URL www vocalcom com fadresse is equal Yocalcom Type Previous ki Edit In this example the link called LINK_VAR is composed of 2 destinations The external URL www vocalcom com will be used as destination if the variable adresse equals to the value Vocalcom The script comes back on the previous page if the variable adresse in not equal to Vocalcom VOCALCOM i fa Ne E Call Center Solutions KA V O C AL CO M Web So 6 rip ter User Manual On the other side a conditional branch using actions can meet the next problem a condition with resul
81. nk Management Microsoft Internet Explorer provided by Vocalcom Powered by Vocalcom Encode a link name in the Links zone and click on the Lo button A default criterion appears in the inferior list Choose a primary destination select a link type in the Type list Previous go to the previously displayed page Page script refer to an active script page External URL refer to an Internet site Page Script PopUp indicate a page script that will be displayed in a dialog box of a specific size on top of the active page External URL PopUp refer to a URL whose content will be displayed in a dialog box of a specific size on top of the active page Encode the address in case of an external URL VOCALCOF SE A at all Center Solutions XS VOCA LC OM Web o gt 6 rip ter User Manual Then use the button to launch the criteria editor See chapter Criteria Builder on page 140 These criteria allow you to define the conditions to be evaluated in order to determine the link s destination Once a criterion has been defined moving Edit the cursor over the button results in the display of the condition Links fiinkt Type External Url PopUp a Width Jiso Height 150 Full D ListeDeroulanteb is equal 5 AND CaseACocherS 0 is checked Use the EA button to delete a destination and its condition Use the E button to add another destination and condition Select a li
82. nk an action to the event Modify on the object If the text is modified onSelect Link an action to the event Selection on the object If part of the text is selected onKeyPress Link an action to the event press on the object If a button is pressed in the text zone See property onLoad of the Page object on page 70 to get details about the window Select an action Miscellaneous Category Columns Replace the property Width in pixels of the textbox object by a width in number of characters ExportOrder See object LABEL VOCALCOr E 7 Call Center Solutions V OCALCOM Web o gt 6 rip ter User Manual Tips and Tricks x Recover or change the content of a TextBox If the object TextBox is named My_ Text My_Variable My_ Text value My_Text value My_Variable My_ Text value Hi my name is 5 2 4 TEXT Zone Object TEXTAREA Hi le With this object you can display and enter text in a multiple line area Description of Properties Name Category See object LABEL Appearance Category See object TEXT Object TEXTBOX Font Category See object LABEL VOCALCOM E 7 Call Center Solutions V OCALCOM Web o gt 6 rip ter User Manual Behavior Category Allow Null See object s TEXT Object TEXTBOX Format See object TEXT Object TEXTBOX Alert See object TEXT Object TEXTBOX AccessKey See object LABEL Tab
83. nnections dialog window Layout Category Left See object LABEL Object VOCALCOF a O Call Center Solutions LA VOCA LC OM Web gt 6 rip ter User Manual Top See object LABEL Object VVidth See object LABEL Object Z Index See object LABEL Object Action Category OnChange See object TEXT Object TEXTBOX Miscellaneous Category DynamicList Allows you to define a request on a database and to use the result to populate a drop down list By clicking on the less button you get the window to define the connection iiis Select Dynamic Contents EJ Connection String NewComp DB k Fill text with JConstructor Mame Fill value with foptional Constructor Id Request select Fram Constructor OK Mo Dynamic Contents Cancel imi You must choose the connection chain that defines the database in use the field retrieved by the query to populate the list text and value and the SQL query used to select the records The button iri can be used to open the Connection Link screen See chapter Connection Link on page 142 for more details VOCALCOM SE 2 A Call Center Solutions XS VOCA LC OM Web So 6 rip ter User Manual Static Items Define static list content By clicking on the m button you get an input window where you can list items Enter Items for selected listbox Text to display Selected A new item can be cre
84. noon if hh gt 17 salutation Good evening This function extracts the hour from the current date time value and according to this hour set the content of salutation 4 Assign the action OnLoadPage to the event OnLoad of the page VOCALCOF pe d Call Center Solutions LA VOCA LC OM Web gt 6 rip iter User Manual 6 9 2 Use agent identification information The predefined variable NAME contains the firstname the name and the station identification of the agent with the next format lt Firstname gt lt Name gt lt Station gt Example Jean Pierre Petit Station On the page the textbox is defined SNAME Only the name of the agent SAgentName Only the firstname of the agent SAgentFirstname The next code can be used to extract the name and firstname SAgentName SNAME substring 0 SNAME indexOf SAgentFirstname SAgentName substring 0 SAgentName indexof Explanation The variable AgentName contains the part of the NAME content found before the comma the firstname and the name The variable AgentFirstname contains the part of the AgentName content found before the space the firstname The result is Jean Pierre Petit Station Only the name of the agent Jean Pierre Petit Only the Firstname of the agent Jean Pierre Remark 1 cases of the variables names and functions names substring indexOf are important and
85. nter Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Appearance Category TextAlign Indicates the alignment of the text in each of the table s cells left right centered Color See object LABEL Object Style See object LABEL Object Width See object LABEL Object CSS Class See object LABEL Object Image image to display in the background of the table BgColor background color of the table cells Alternate background color of the cells for one out of two lines in the table Selected background color of the selected line Over color of the line when the cursor moves over it Header color of the table s header line Selected color of the text on the selected line Header color of the text on the header line of the table GridStyle name of the defined style assigned to datagrid Font Category FontName See object LABEL Object Text See object LABEL Object tSize See object LABEL Object Bold See object LABEL Object Italic See object LABEL Object Underline See object LABEL Object Selected Indicate whether the text of the selected line must be displayed in bold VOCALCOr Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Behavior Category Visible See object LABEL Object ShowHeader Indicates if the table s header is visible as the rest of the table Pagesize Indicate how many lines of the table are v
86. ons check at script opening When the user opens a script connections known on the Web Scripter server are checked and when a connection can not be established a pop up called Connection Errors Report appears VOCALCOM A Call Center Solutions LA VOCA LC OM Web So 6 rip iter User Manual Connection Errors Report This pop up allows to see all the known cx north venot I f I connections and to identify directly the E oe ia invalid ones N ose O DE pemco O vocalcom OO es recommended to ask to the wl NinebhiWind zi o administrator to correct parameters or to If all the connections are not correctly delete erroneous connections configured the system can get problem Please contact your system administrator to correct these error or to delete these connections 6 6 Connection Viewer With this part of the application you can quickly display the content of a DB table Start with selecting a connection in the Select a connection list then select a table in the Select a table list VOCALCOF ew Call Center Solutions VOCA LC OM VV e b gt 6 rip iter User Manual gt Connection Test Microsoft Internet Explorer provided by Vocalcom WEB Scripter Connection Test Powered by Vocalcom Select a connection Northwind websry X J Select a table Customers X IEW TABLE CONTENT CustomerID CompanyName ContactName ContactTitle Address City Region PostalCode Co
87. ourself or someone else of your company By default the list is sorted by modification date the most recent at the top Its possible to sort the scripts on name or modification descending or ascending order Script name Identifier of the script Type RE Page Scripts scripts created with the standard editor Frame scripts created with the FrameSet Editor Owner Name of the person that did on the script last modifications Modified Date of the latest modification Created Date when the script was created Used Indicates whether another user is already working on the script by means of a flickering In function of the Web Scripter s Utilise E B configuration you can prohibit opening a script that is already in use by U i someone else For more information check out the chapter VOCALCOM Call Center Solutions LA VOCA LC OM Web gt 6 rip ter User Manual Administrator Mode Configuration files of the administrator manual Once displayed the script in use by multiple simultaneous users is indicated by the following on screen reminder f eric TRAVAILLE SUR LA MEME PAGE When a script is opened by 2 users the last modifications done overwrite the previous modifications done by the other user So to prevent loosing modifications it s hardly disadvised opening an already opened script It can be opened to consult only but don t forget to uncheck the A
88. protection and close the editor Edit When a script is locked a symbol is displayed on the scripts selection window in the Edit column All the accesses to this script will need introduction of the correct password in a box at the bottom of the screen Lara ai Enter a password to unlock the script Cancel bia Generation Allows you to test the scripts content Check out chapter How to generate a script on page 113 Properties Allows you to modify a scripts properties Name of the script Description of the script E Back to Home page Lets you go back to the script management screen Check out chapter Script Manager on page 18 Exit Quits the application after a control of the page s status Save or no save Pages Menu VOCALCOM oe 7 Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual VVith this menu you can manage the pages that compose the script New Page Creation of a new page in the active script Open Page Displays the list of pages in a script and allows selecting another page to open and edit L Reload original Loads the page as it was at its last save This action cancels all non saved changes to the page Copy Paste page content This function allows you to visualize the content of the page in Serial form this format is used to transfer data between the client and the server station ji Copy Paste page content Current page
89. r Manual ee hl Literal Table po J All except Href List of this object Link sho e object s content should be saved DataGrid Iframe Literal 33 Value Defines the column in which to Combo List of options Col import the object s value ListBox CheckBox RadioBox oe i Defines the request to be DataGrid Request executed to populate the object L3 LastNa Defines values of fields included me in the Agenda object see section FirstName The CALENDAR Object on gene L Adr 1 page 109 for the complete list E Pa PO Action when loading a page PopUp Actions OnLoad Pe Action when clicking on an object TextBox PopUp Actions OnClick TexArea Button Href Link Image CheckBox RadioButton Pe Action when changing an object s TextBox PopUp Actions content TextArea Combo ListBox VOCALCOF Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Pe Action when selecting a TextBox PopUp Actions OnSelect component of an object TextArea DataGrid Click object MouseOut outside the object zone Link Image MouseOver over the object Link Image KeyPress button TextArea Action when an appointment is Add added into the agenda PE Apoint Action when an appointment is updated into the agenda pal Da FF Apoint Action when an appointment is Del deleted Dynamic Allows filling the object s content Objection PopUp Contents wit
90. s and will be applied by default to all the new objects P Apply style to all Apply the default style to all the objects ce N Ky Reset default style Restore the original default style Lees Select all Select all objects on the active page 2 Unselect Deselect all selected objects i Group objects see section Object Groups on page 45 Ungroup objects ungroup objects that belong to a selected group VOCALCOM R 2S Call Center Solutions A VOCA LC OM Web o gt 6 rip ter User Manual tE Set backward Sends objects backward in a vertical plan This function is based on the Z Index property of the objects With each click Z Index Z Index 1 i Set forward Brings objects forward in a vertical plan This function is based on the Z Index property of the objects With each click Z Index Z Index 1 m a S S amp de Align These functions are only active when multiple objects are selected With these buttons you can perfectly align the selected objects An object or a group of objects can be pasted on another page of the script or even in another script only if the user change the edited script using the Open a script function from the Scripts menu and not using the Scripts List window Template Menu This menu allows access to the different templates created on the server ia Public templates Private templates The administrator of the Web Scripter platform can put p
91. selected page in the first list the content of the suggested lists has changed the first list Chain can be used to link several conditions The second list Mode VOCALCOFT ae Ob Call Center Solutions LA VOcCA LC OM Web So 6 risp iter User Manual can be used to switch from Standard to Expert mode The standard mode is described hereunder and the Expert mode shows a single edition zone where the developer can type its code The third list shows the current page objects Choose an Object The list right underneath shows the defined variables defined in the script With these 2 lists you can put together the first part of the expression Value Standart X TextBox2 lis equal x Jorext ox3 I TextBox2 X TextBox3 X Choose a variable v Choose a Variable The central Condition list asks you to select an agent relative to the type and state of the selected object The next zone Value2 allows you to select the rest of the expression a directly entered value an object or a global variable Thanks to the H button the information is registered and displayed in the lower zone of the screen Generated Criteria Click once on a criteria line to edit fields When the information is recorded the button E can be used to add a new condition linked to operator OR or AND With the x button you can delete a criterion The Reload Object button allows you to update the content of the object lists and variables
92. splayed properties style parameters events ster Scone nage tees VOCALCO M R E Ve Call Center Solutions XS VOCA LC OM Web o gt 6 rip ter User Manual When you click on the H symbol you open the tree with the complete list of the current object components The button can be used to load and refresh the page 6 2 Upload Center The Upload Center screen allows you to manage and use elements shared with other users from the same company These can be images style sheets actions audio files HTML and ASP pages E http www vocalcom com Upload Images Styles sheet Actions Microsoft Internet Explorer provided by Vocalcom WEB Scripter Upload Center Powered by Vocalc Select an IMAGE GIF JPEG Uploaded Images 07 Delete selected files FrameLaPoste jpg a mun og PostLogo 1 gif venfie J Select a STYLE SHEET CSS Uploaded Style sheets files Delete selected Style rensie Select an ACTION 3S Uploaded Action files Delete selected JS rensie Select an AUDIO FILE WAV MP3 Delete selected WAV Select a HTML ASP PAGE HTM HTML ASP ASPX Uploaded Pages Delete selected PAGE _Wew fie_ Quit e REEPO RERE REOPOREPOPERLEORELEPE RERE RE PORE PRER RELE PE RLERO RELE RE ELE ORE TERE PRERE RELE RE RLERO RELE PE REERO RELE RE RLE RORE LERE RERE RELE RE RRERO RELE PE REEEO RERE RE REE RORE RORE RLERO RELE RE eee RELE PE REER
93. t applications together with this window VOCALCOF Call Center Solutions VOCA LC OM Web gt 6 rip ter User Manual Once the information is encoded the user can press Enter or click on the Login button The system checks login information If the login exists and the password is correct the next window appears the Applications selection window Remark if you add this URL in the list of trusted sites in the I E options of the computer the status bar at the bottom of the screen won t appear anymore VOCALCOrM Call Center Solutions KA V O C AL CO M Web So 6 rip iter User Manual 2 3 1 The applications selection window Aj Hermes NET Microsoft Internet Explorer provided by Vocalconi loj x Hermes Net Powered by vfocalcom Welcome to Hermes Net Choose application to launch K Administration aunch KD Scripter scripter site EdqeCal J _taunch_ TP Planning Aagenda site Edgecal J _ Launch KD Reporting Rerin Stench lt D Supervision Supervision z _ Launch Select your language Language fengish Please enter your identification User ID EH T Lon Password station 2255 Status version 1 0 20050112 This window allows launching one of the next applications cD Administration VOCALCOr R Dha Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual cd Web Scripter QO Agenda QO Reporting QO Sup
94. t create a new action launch the Action Builder module using the kA button See chapter Actions and Commands on page 152 to get details about actions and commands creation Tips and tricks Change the background color of a page to red via a custom action document body bgColor FF0000 Change the title of the active page via a custom action document title My test page l VOCALCOM A Call Center Solutions V OCALCOM Web o gt 6 rip ter User Manual 5 2 2 LABEL Object Al VVith this object you can display text on the screen in different formats Description of Properties Name Category Name This property allows you to name the object Each object of a page must have a unique name If the name is not unique the editor will display a warning GroupName This property represents the name of the group to which the object belongs For more information on groups check out the chapter Object Groups on page 45 Appearance Category Text Enter text directly in the zone or click on lua to display the data entry popup and enter your text Carriage return characters are accepted in the popup Text If carriage return characters are entered in the popup text they are replaced by the lt BR gt mark in the text zone of the property The same way other HTML tags will be replaced for example to put text in bold characters H Align Choose the text alignment type in the object zone Different t
95. t false cancels the execution of one command and not the other ones Example tn ere cent OOOO oa O Bomm OOOO g NUMCL is equal 1 In this example the first condition gives a true result then the script goes to the Previous page Once on this page the next command is executed but she is also linked to a condition using the NUMCL object value This object doesn t exist on the current page and a script error happens 6 4 Criteria Builder In this window you can determine the conditions to be used in the Link Builder and Action Builder screens VOCALCOF x Pi Call Center Solutions V OCALCOM Web oS rip ier User Manual gt Web Editor Criteria Builder Microsoft Internet Explorer provided by ocalcom WEB Scripter Criteria Builder Powered by Vocalcom Delete and Close Criteria Apply and Close Criteria Values appearing on red are not present on this page Standart I TextBox2 lis equal X TextBox3 TextBox2 x TextBox3 x Choose a Variable kd J choose a Variable kd I return valueIsEqual TextBox2Z TextBox3 value The description of the link in question is displayed on the top line With the Delete and Close Criteria button you can cancel the latest unregistered modifications and go back to the previous screen The L BP and Close Criteria button allows you to register the latest modifications and go back to the previous screen According to the
96. ter User Manual Concurrent See also section Invalid connections check at script opening on page 148 to get information about invalid connections The same way when an object linked to an invalid action for example missing after an importation a flicking red square appears in the object properties 4 2 2 Object Groups This is a time saving option if you want to execute actions on a group of objects on the same page You can execute the action once for all objects that belong to the group rather than for each object individually VOCALCOF Call Center Solutions XS V OCA LC OM Web gt 6 rip iter User Manual Group name Upper hanner Create Group Create amp save Group If you want to group objects there are two ways to process You can create a group only on the active page for instance if you want to move objects together Simply click on Create a group in the Edition menu then Create Group after entering the name of the group You can create a group on the active page and save it in your templates To do so click Create amp save Group on on the dialog box Your object group will be available for all users of your company Note on the Edition Zone The screen zone zone displayed with the grid represents the size of the window in which the script will be launched The zone does not limit the placement of objects one can put objects outside of th
97. the script are referenced with a and page objects with a Example In this example a TEXTBOX object with the name TEXT NAME has been populated with the text ScripterR V3 its content can be used in the script thanks to the reference s TEXT_NAME value A global variable VAR1 was created and initialized to the value 1 TEXT _ NAME Scripter Y3 My text TESTE NAME content is TEXT_MNAME value and my global variable VARI content is w AR 1 i VOCALCOM a Call Center Solutions LA VOcCA LC OM Web o gt 6 rip ter User Manual Another text object carrying the name LABEL INFO is populated with the text above If the property Evaluate is checked on the object LABEL INFO the two values OTEXT NAME value and VAR1 will be replaced when the page is displayed When the page is generated the result will be Scripter Wo My text TEXTE NAME content is Scripter Y3 and my global variable VARI content is 1 Tooltip Define the text displayed in the object s SIPTER V2 T E oj variable ii EE I cn f Tooltip E Enabled Allows you to inhibit the object The This is a label object s functions click Load Color etc are ignored Data Category In this category you can define how to connect objects to your databases We will see further on in this document that it is possible to automatically link all script fields to an existing table or even to automatically create a table ac
98. tions Programs Advanced Select a Web content zone to specify fs securty settings gje 0 Intemet can intranet Trusted sites Restricted sites Trusted sites This zong a trust not t AALA ELETE EEI ears data Security level fq You can add and remove Web sites from this zone All Web sites in this zone will use the zone s security settings Cust Cus tj Add this Web site to the zone oe Require server verification https for all sites in this zone Enter your web server s address for instance http My_ Server Then put the cursor Security Level on low 2 2 How to improve client station performances The WebScripter V3 0 application requires 512Mo ram minimum to function properly You can improve the application s performances by changing the size of your Internet files folder Go to the Internet Explorer Options menu click on the General tab gt Temporary Internet Files gt Settings and select the following options VOCALCOFT i a a Call Center Solutions VOCA LC OM Web So 6 rip ter User Manual Internet Options Home page lA You can change which page to use for your home page Address http www vocalcom com Temporary Intemet files Pages you view on the Intemet for quick viewing later Settings Check for newer versions of stored pages Every visit to the page Every time you start
99. tom of the screen i Status i Done 101im5 Or via the objects list just under the toolbar Pj page 0 Boutoni Button Lieni9 HyperLink Imagez0 Image ListeDeroulantez1 DropDownList Listez z ListBox CasedCocher23 CheckBox Radioz4 RadioButton Tablesuzr DataGrid In the next step you will change the page layout and add different objects VOCALCOr i a sa Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual 6 1 3 Page layout You can change the page layout vvith attributes such as title size color and more You can even put an image in the background of your page See chapter s PAGE Object on page 67 for more information on changing the look of your script page Thanks to the onLoad property you can initiate actions when it is started up See chapter Actions and Commands and Description of the possible commands on page 152 and 157 for more information on creating and managing actions 6 1 4 Create objects on the script page In this phase you will add objects to the displayed page and change their attributes to get the desired result To add an object use the toolbar in the object zone The list of objects is available in chapter The Objects on page 67 By clicking on the button of the object you wish to add it is loaded onto your page and given a default name and number in line with its type and creation order For example the first ob
100. ts of the window enables you to validate the new connections It is thus possible to use this screen to modify add or remove links between script objects and DB columns It is not necessary to open and modify each script page and object Connect an object to a DB column First select an object line in the list Index FE TextBox foe O am When a line is highlighted new lists appear in the columns and allow selecting next fields DataConnection shows the list of defined connections Select the connection to link the right DB DataTable shows the list of all the selected DB tables Select the table where the field to link is DataTextField shows the list of all the columns detected in the selected table Select the column to be linked to the field The button can be used to create a new column into the current table The parameters of this column are displayed at the bottom of the window Create new Column for table C13 CPAMO3 CDS 01 in connection CX_CPAM_ALLIER Name TextBox4 Type varchar B V Allow Null Default Value Size 100 Add Cancel VOCALCOM j Call Center Solutions LA VOCA LC OM Web gt 6 rip t er User Manual Add Once all the parameters are set click on the button to validate and register modification The modification will be physically applied to the database when the button Modify will be used The same way DataValueField can be used to link a
101. tween pages For more information check out the Link Builder chapter P Start Action builder VOCALCOM A Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual VVith this application you can create actions and commands The actions can then be linked to events on certain objects For more information check out the chapter on Action Builder s Start Customer File Connection This application allovvs you to link your scripter objects vvith columns of existing tables For more information check out the Connection Link section Connection Auto Link on page 144 F Start Customer File creation With this application you can create your data files from fields on the script For more information check out the Connection Link section Connection Create Link on page 146 tal Start Connection Vievver During script creation it can be useful to know the content of the tables used in a script The Connection Viewer application displays the content of the selected table and the first 10 records For more information check out the chapter Connection on page 149 Start Connection Builder amp Connection checking With this application you can create modify and manage the content of your connections tables field types default values For more information check out the chapter Connection Viewer on page 149 VOCALCOF a Call Center Sol
102. ull Web usage it can be deployed in independent call centers as well as in ASP mode All the Web Scripter s functionalities can be accessed through an Internet browser thus not requiring installation of an Active X component Its web enabled character renders the solution extremely user friendly flexible and scalable VOCALCOM a Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual 1 1 General Information The Web Scripter has a user friendly interface that contains all necessary elements to develop entire script pages that can easily be configured in a minimum of time Its two different user modes basic and advanced allow a gradual evolution to mastering the product s most advanced features The Web Scripter allows you to link your script to your databases either by creating a database with the editor or by linking fields to your existing databases The different pages of your script can be enriched with contextual connections automatic actions or actions that are launched upon specific events The Web Scripter FrameSet Editor is independent from the main editor and enables you to create pages of the FrameSet type You can organize your frames fast and with ease of use thanks to its very graphical nature thus creating complex and structured script pages without any difficulty In short the abundant and graphical features of the Web Scripter provide unrivaled ergonomics and functional
103. umber or tabulation Enter a number Label Href PopUp between land nb Objects Link Image Tabulation DataGrid IFrame Literal Selection Define whether multiple items ListBox List of options Mode can be selected from a list Multiple selections are done by click CTRL VOCALCOF Ky pe d Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual kall Displays or hides the objects AI except j CheckBox IFrame YES NO hall This property is explained in Label TextBox CheckBox more detail in the chapters about TextArea YES NO objects It allows the application in preview mode to verify if the text zone text property contains a global variable or a form field If yes the variable will be replaced by its content ReadOnly If this property is checked the Texbox CheckBox field can only be displayed not TextArea YES NO modified i on ee eee DataGrid CheckBox heading YES NO ee Define the maximum number of o_o lines per page to be displayed in the table be sorted Er NO ToolTip Displays the text when the cursor All except Text IS placed on the object DataGrid IFrame Literal page Enabled Choose if an object is active or All except CheckBox not Image Iframe YES NO Objections Literal Scrolling Displays the scroll bars of the List of options Iframe object VOCALCOF Call Center Solutions V OCALCOM Web Le E eee eee
104. untry Phone Fax Sales 030 030 ALFKI Alfreds Futterkiste Maria Anders Representative Obere Str 57 Berlin 12209 Germany 0074321 0076545 Ana Trujillo Avda de la ee A ANATR Emparedados y Ana Trujillo Owner Constituci n mexico 05021 Mexico 5 555 5 555 D F 4729 3745 helados 2222 Antonio Moreno Mataderos M xico 5 555 ANTON Taqueria Antonio Moreno Owner 2312 D F 05023 Mexico 3932 Sales 120 Hanover 171 555 171 555 AROLIT Around the Horn Thomas Hardy Representative Sq London WA11DP UK 7788 6750 Berglunds Christina Order Berguvsy qen 0921 12 34 0921 12 34 BERGS snabbk p Berglund Administrator 8 Lule 5822 Sweden 65 67 BLAUS Blauer See Sales Forsterstr 57 Mannheim 68306 Germany 0621 08460 0621 08924 vej Nelikateccen Renrecentative Hanna Moos u The content is displayed in a scrolling datagrid 6 7 Connection Builder and Checking With this part of the application you can manage table structures within the database author Vocacom Beret MOCALCOPM gt E Call Center Solutions V OCALCOM Web Scripter User Manual E Web Scripter Connection Microsoft Internet Explorer provided by Yocalcom 5 x ___WEB Scripter Connection I 7 Powered by Vocalcom je EDIT CREATE DELETE Tables Columns on connection Connection JCX FORMATION z Test Connection Time Out 10sec J CHECKALL Existing Table s Existing Colum
105. utions LA VOcCA LC OM Web o gt 6 rip ter User Manual KI Disconnect all connections Allovvs you to delete all connections vvith databases of the active script i Replace script connections Allows you to swap connections used in the active script Sh Set global variables Lets you define and or initialize the global variables used in the active script For more information check out the chapter Actions and commands Preferences Menu With this menu you can define the default parameters of your editor interface All information entered in this menu is stored for each of the Web Scripter s users Vv Show grid Displays or hides the editor s positioning grids ia Grid spacing Defines the size of the grid in pixels Ex 5 10 20 50 IA Snap to grid Allovvs automatic alignments of objects on the grid M Light Grid amp Text When using a rather dark font it is recommended to use a grid of a lighter color for better contrast and readability g Display object names Display or hide object names in the editor g Select group by click If multiple objects are grouped the user can choose how to select the group If the option is checked a simple click on one of the objects will select the whole group if the option is unchecked only the object itself is selected The object group can be selected with ALT click on one of the objects in the group VOCALCOF sail m i Call Center Solutions XS VOc
106. uto Save option See section Preferences Menu on page 34 Edit Click on this icon to open the selected script To open a script from the list you can also double click on its name J View Click on this icon to execute the script in another window I Export Click on this button to export the selected script Once exported the next message is shown at the top of the scripts list Script saved successtully 2218 75 ms Click here to download the File Click on the hyperlink Click here to download the file to open a file download popup and select a location to store the file with extension wss locally VOCALCOr i a Va Call Center Solutions LA VOCA LC OM Web So 6 rip ter User Manual Ea Del Click on this icon to delete the selected script 3 2 Create a new script Create a new script By clicking on the command bar an entry area appears and allows you to enter the name and a description of the new script you wish to create Mew script name ah Description zi New Script New Frameset New Script Click on to create a Pages Script i Click on Mew brameset to create a Frame Script 3 3 Restore scripts The Web Scripter V3 allows you to restore scripts from a file VOCALCOr i E Va Call Center Solutions LA VOcCA LC OM Web So 6 rip iter User Manual H Restore a script from a file By clicking on the command bar a new field is disp
107. y the agent via the Agenda interface within the script Layout Category See object LABEL Object Actions Category VOCALCOr fe y Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Apoint Add Indicates action to be called when an appointment is added into the agenda Apoint Upd Indicates action to be called when an appointment is updated into the agenda Apoint Del Indicates action to be called vvhen a appointment is removed from the agenda Miscellaneous Category Change Planning indicates if the agent can change the planning during execution Add Appointm indicates if the agent can add appointment into the planning during execution Move Appointm indicates if the agent can move appointment into the planning during execution Edit Appointm indicates if the agent can edit appointment within the planning during execution Del Appointm indicates if the agent can remove appointment from the planning during execution ExportOrder See object LABEL Object VOCALCOF E os Call Center Solutions A VOCA LC OM Web o gt 6 rip ter User Manual 6 COMPOSITION OF A SCRIPT In this chapter we discuss the main stages in the creation and configuration of a script and we provide an overview of user screens and the application s major functionalities VOCALCOM j Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual 6 1 How to generate
108. y are directly taken into account in the running scrip RESULT arai string ster Scone e VOCALCO M Call Center Solutions LA A V OCALCOM Web So 6 risp ter User Manual A modified variable is displayed in pink you can use the button to apply the new value Use the button to load and refresh the current content of the script variables Page Inspector This window shows graphical overview of the objects existing on the current script page It can be used to view directly properties linked to an object E Script Debugger Microsoft Internet Explorer provided by Yocalcom Script Information Actions Information jScript Editor Faqe Navigator Variable Inspector SH i list of the objects on the page El ScriptForm Fi Ej object Information Ween INPUT H jes Properties J Boutoniz INPUT accept 0 pi Labeli3 LABEL E accesskey J lieni4 4 Jalign t ETI INPUT es all Lobject NET INPUT Jaki DET INPUT E attributes object E debug b stdout SPAN a behawiorLrns Lobject border 0 _ yeanHaveChildren False pcanHaveHTML False I Jehecked False jes childModes Lobject esi children Lobject E classhHame C On the left side under ScriptForm all the objects are displayed On the right side under Object Information all the properties of the selected object are di
109. y in function of the value selected in the first list VOCALCOr Call Center Solutions VOCA LC OM Web o gt 6 rip ter User Manual Description of Properties Name Category See object LABEL Object Appearance Category Alignment Applied to the Objection object the alignment allows you to choose the presentation of the two fields that compose the object A vertical alignment shows the fields on top of one another Winds Liha yy pe A horizontal alignment shows the fields next to one another Winds Hardware Application Winzooo VOCALCOFT Call Cen Web Scripter U Color See object LABEL Object Style See object LABEL Object Width See object LABEL Object CSS Class See object LABEL Object fer Solutions e VOCA LCGOM ser M anua Font Category See object LABEL Object Behavior Category AccessKey See object LABEL Object TabIndex See object TEXT Object TEXTBOX Visible See object LABEL Object ToolTip See object LABEL Object Data Category See object DROP DOWN LIST Object DROPDOWNLIST Layout Category See object LABEL Object Miscellaneous Category DynamicContents Allows you to define a request on a database the result of which will be used in the objection list See chapter Connection Link on page 142 for more details The lil button can be used to open the window Select Dynamic Contents
110. ypes of alignment VOCALCOr Call Center Solutions VOcCA LC OM Web So 6 risp ter User Manual Left pr p fonctionnalit s du Web Scripter Y3 Tous les exemples peuvent tre reproduits Cette zone sert montrer les diff rents types d alignements Right tE P oa e Es Cette documentation pr sente les Fonctionnalit s du Web Scripter Y3 Tous les exemples peuvent tre reproduits Cette zone sert montrer les diff rents nter e Sen Th E E a Qette documentation pr sente les fonctionnalit s du Web Scripter Y3 Tous les exemples peuvent tre reproduits Justif e rN EEEE EERE i oie Labelt Eg Cette documentation pr sente les fonctionnalit s du Web Scripter Y3 Tous les exemples peuvent tre reproduits Cette zone sert 4 montrer les diff rents Back See PAGE Object Color Choose the object s border color Style Choose the object s border style VOCALCOM Call Center Solutions LA VOCA LC OM Web o gt 6 rip ter User Manual Ce ee dl dl i i li e i OO e OO EEE EE Pointill e e dh e e e dh sh sh e i sh sl aaa i sh sh th HO h Trait d union Solide Double Ligne en creux Ligne en relief Incrust Texte Width Choose the width of the object s border CSS Class Choose the style to apply to the object The style must belong to the styles loaded in the Upload Center module LineHeight Specify here the height of each text li

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