Softdial Scripter™ Designer

Default Step Library

Softdial Scripter™ Designer is loaded by default with the steps contained in Sytel.StepLibrary. Other step libraries may be imported as necessary.

Below is an index of these steps with a brief description and a link for more details.


Step Description
Agent Login Used to log an agent in to a campaign.
Agent Logout Used to log an agent out of a campaign.

Step Description
Conference from Preconference Used to transfer a call to another agent or queue. 2 agents will then be talking and the 3rd party is on hold.
End Call Transaction Used to end the call and send the specified outcome as the Agent Outcome parameter
End Call With Callback Used to end the call and send the outcome as the specified Agent Outcome Number and sets up a callback.
Callback Time specified as separate fields
End Call With Callback 2 Used to end the call and send the outcome as the specified Agent Outcome Number and sets up a callback.
Callback Time specified using the Current Date Time and Date Time Math steps
Follow On Call Used to make an ad-hoc call to number.
Hangup Call Used to end the current call.
Is Connected Used to check whether the call is still connected to the called party/ caller.
Play File Used to play a sound file that has a fully qualified file name.
Play File and Capture Used to play a sound file and capture digits entered by the caller using their touch tone telephone key pad.
Play Loop Used to play a recorded message that has been uploaded (via the Softdial Repository™ Sounds tab) in a continuous loop.
Play Loop File Used to play a sound file in a continuous loop.
Play Recording Used to play a recorded message that has been uploaded (via the Softdial Repository™ Sounds tab).
Play Recording and Capture Used to 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 Used to play a Text To Speech (TTS) message.
Play TTS and Capture Used to play a Text To Speech (TTS) Message and capture digits entered by the caller using their touch tone telephone key pad.
Preconference Add 3rd Party After a successful Conference from Preconference request, this step is used to bring the 3rd party back in to the conversation i.e. remove the 3rd party from Hold. This changes the call to a 3 party conference.
Set Endpoint Focus When working as part of the multimedia ASD, forces the endpoint focus to this session.
Set Tags Used to update the tags that will be inserted into the recording for the current call.
Start Mute Recording Used to mute the agent and called party voice inputs when recording a call.
Start Recording Used to start call recording.
Stop Mute Recording Used to resume recording the agent and called party voice inputs when a recording has previously been muted.
Stop Play Loop Used to stop playing a loop that was started with Play Loop.
Stop Recording Used to stop call recording.
Toggle Hold Used to request that a call to be either put on hold, or retrieved from hold
Toggle Mute Used to request that a call to be either muted (so that the agent cannot be heard by the customer), or unmuted
Wait Hangup Used to wait for the caller to hang up the call.

Step Description
Conference Makes a 3 party conference with the agent, customer and a 3rd party.
Conference Hold Used to put the primary call in a three party conference on hold.
Conference Release Hold Takes the 3rd party or customer off hold so that they can participate in the conference.
Pull Transfer Used to pull the call to this agent from the other party on a supervised transfer.
Push Transfer Used to push the call to the other party on a supervised transfer.
Requeue Used to transfer a call session to a queue for handling by agents in that queue.
Supervised Transfer Used to (screened) transfer a call.
Transfer Call Used to (blind) transfer a call
Wait Transfer Completion The maximum number of seconds to wait for the transfer to complete.

Step Description
Alert Monitor Sends a message to the Alert Monitor application when an alertable event occurs.
HTTP Request Retrieves content from a web server (HTTP GET request).
Send Mail Used to send email using a specified mailserver and email account.

Step Description
Credit Card Expiry Date Checks if a Credit Card Expiry date is valid.
Credit Card Start Date Checks if a Credit Card Start Date is valid.
Validate Card Checks if a credit card number is valid and determines the card type.

Step Description
Extract XML Used to extract XML into separate fields.
Get Number of Selections Used to get the number of selections from a collection control.
Get Selection at Index Used to get a selection key at a given index position. Used for multiple selections.
Get Single Selection Key Used to get a single selection key from the selection output of a collection control.
XSLT Transform Used to transform an XML document to another based on XSLT.

Step Description
CLI Record Lookup Used to look up a customer record within the campaign table by Caller Line Identification (CLI).
Data Query Used to execute a database query using SQL.
Execute SQL Select Used to execute an SQL SELECT statement using an ODBC Data Source.
Execute SQL Statement Used to execute an SQL statement using an ODBC Data Source. e.g. INSERT, UPDATE.
Extract SQL Output Used to extract XML into separate fields. Use with the output from the Execute SQL Select step.
Is Holiday Used to look up a specified date to check if it is a holiday.
Query Result Extract Used to extract the XML output of the Data Query step into separate fields.
Record Lookup Used to look up a customer record within the campaign table by any field.
Script Field Database Update Updates script field with the same name as database fields that were read in the Script Field Lookup step.
Script Field Lookup Performs a lookup on a table and if a unique row is found, sets script variables accordingly.

Step Description
Current Date Time Used to generate the current date and time in 'sortable date/ time pattern' format, e.g. 2008-04-10T06:30:00.
Date Time Math Used to perform addition and subtraction on date times.
Day of Week Used to get the current day of the week and specifies if it is a weekend.
Local Time to UTC Used to convert local time of machine where the Softdial Scripter™ service is running to universal time, e.g. 2008-04-10T06:30:00.
OLE Time to String Used to convert OLE time format (e.g. 41332.270833333) to OADate string format (e.g. 2013-02-27T06:30:00).

Step Description
Delete File Used to delete a file from the file system.
Read Text File Used to read the contents of a text file.
Write Text File Used to write text to a file.

From V10.7.1542 - For usage background, see In-Queue Scripting.

Step Description
Dispose Session In Queue Allows a call to be dispositioned if the caller hangs up.
Get Metrics for the current media session Extracts the metrics for a current session, which can be output to be variables.
Set Session Destination Hints Sets a destination hint agent/ user and/ or queue for the session.

Step Description
Add 1 to Number Used to perform a simple increment function.
Math Used to perform basic mathematical calculations (+, -, *, /).
Subtract 1 from Number Used to perform a simple decrement function.

Step Description
Begin Dial Used with Preview campaigns to initiate dialing.
Begin Dial And Wait Used with Preview campaigns to initiate dialing. An optional timeout can be set.
Client Shell Execute Used to execute a shell command on the Scripter Client process.
Don't Dial Used with Preview campaigns to skip the current session.

Step Description
Back Stop Used to prevent agents from navigating back past this point when using the BackButton Action in a screen step. It is normally used to avoid invalid script flow.
Compare Values Used to compare two values within the script.
Decision Branch Used to compare the value of the Input variable with the value of the Outcome Name.
Exit Script Indicates the end of the script.
Loop Over Values Used to iterate through a delimited string, e.g. "10, 20, 30" or "one; two; three".
Pause Used to pause a specified number of seconds.
Random Branch Randomly chooses one of a set of outcomes.
Set Field Used to assign a constant or variable value to a script variable (field).
Start Script The Start Script step is always the first step of a script or subscript.

Step Description
Compare String Length Used to compare the number of characters in an Input string with an integer and give an outcome.
Concatenate Used to concatenate two strings to produce a single string.
Find String Used to find an instance of a substring within the input string.
Find String Matching Regular Expression Used to find an instance of a substring within the input string that matches a particular regular expression pattern.
String Length Used to count the numbers of characters in a string.
String Modification Used to modify an existing string based on the modifications available.
String Substitute Used to replace characters within a string.
Substring Used to extract contiguous characters from a string and store them in a separate variable.

Step Description
Check User Permissions Used to check whether the user has the specified user permissions as configured in the Softdial Repository™ Users & Endpoints tab.