Softdial Scripter™ Designer

In-Queue Scripting

From V10.7.1542 - In-queue scripting enables tasks to be performed on a voice call session while it is still in a queued state.

Tasks may be performed for all sessions, e.g.

Play a recording or Text-to-Speech, and capture a DTMF tone, e.g. “We are currently experiencing high call volume. If you would prefer to hang up and have an agent call you back, please press 1”
Reassign to a different queue after a specified time

Or performed based on the result of further processing, e.g.

Analysing the language within a chat or SMS using Natural Language Processing, e.g. does it contain words indicating dissatisfaction?
Using the session’s CLI, email address or chat identifier to query any external data held, e.g. age, purchase history, contact history, geographical region

By performing processing and actions in-queue, i.e. without dequeuing to either a live or virtual agent, proper statistics are retained for reporting purposes.

Setting up an in-queue script

The script is designed in Scripter Designer and published against a queue. The script will run against a session as soon as it enters the queue.

Designing the script

The script can be designed in the normal way, using a range of Scripter steps, as follows.

Show steps

Section	Step	Description
Call Control
	Play File	Play a sound file that has a fully qualified file name
	Play File and Capture	Play a sound file and capture digits entered by the caller using their touch tone telephone key pad
	Play Loop	Play a recorded message that has been uploaded (via the Softdial Repository™ Sounds tab) in a continuous loop
	Play Loop File	Play a sound file in a continuous loop.
	Play Recording	Play a recorded message that has been uploaded via the Softdial Repository™ Sounds tab
	Play Recording and Capture	Play a recorded message that has been uploaded via the Softdial Repository™ Sounds tab, and capture digits entered by the caller using their touch tone telephone key pad
	Play TTS	Play a Text To Speech (TTS) message
	Play TTS and Capture	Play a Text To Speech (TTS) Message and capture digits entered by the caller using their touch tone telephone key pad
	Stop Play Loop	Stop playing a loop that was started with Play Loop
Call Transfer and Conferencing
	Requeue	Transfer a call session to a queue for handling by agents in that queue
Database
	CLI Record Lookup	Look up a customer record within the campaign table by Caller Line Identification (CLI)
	Data Query	Execute a database query using SQL
	Record Lookup	Look up a customer record within the campaign table by any field
In-Queue IVR
	Dispose Session In Queue	Disposition the call if the caller hangs up
	Get Metrics for the current media session	Gets metrics for the current media session
	Set Session Destination Hints	Attach hints to individual sessions to alter inbound session destination queue and agent, as a result of (for example) an IVR data lookup