Blended Campaigns

When scripting blended campaigns, there will be multiple scripts. One script will handle inbound calls, but a separate script will handle the Dialer generated calls. The inbound script will not be launched by logging into a campaign. Rather the inbound script will either be launched manually or through an Interaction Scripter command line parameter. Use the /autologin switch to tell Interaction Scripter which script to launch at run time (as opposed to login time). /autologin may be used multiple times in one target path to launch multiple scripts.

Because the inbound script will not be working with Dialer generated calls, the IS_Actions will not allow for call control. Instead, the scripter object allows for manipulation of non-dialer calls, as well as queue management. The following Scripter functions will be used:

• scripter.MyQueue.objectAddedHandler

• scripter.CallObject.getAttribute

• scripter.CallObject.pickup

• scripter.CallObject.disconnect

When the inbound script loads, the scripter.MyQueue.objectAddedHandler function must be initialized. Simply assign the function to run when an object is added to "MyQueue" (from the perspective of the agent). In addition, two parameters are passed to the objectAddedHandler:

• TypeId - a numeric identifier of the type of object that entered the queue

• ObjectId - the unique id of the object

Once an object comes into the agent's queue, determine if that object is an inbound call. An ObjectId of 2 indicates that the object is an inbound call. Assign that object id to the scripter call object. This assignment will be valid throughout the lifespan of that scripter object.

Certainly, a script should not be associated with a family call or a lunch invitation from a coworker. In fact, the same script might not be associated for all work calls. If the object is an inbound call, then we need a mechanism by which to determine whether to associate a script with that call. This will be done by looking at a custom call attribute or through selective workgroup membership, similar to what was done for a finishing agent. In this way, a different script can be popped according to the specific workgroup or some other attribute linked to the call.

Once a decision has been made about which script to pop, but prior to actually moving to that script, it is important to reset the object added handler. Do so by setting its value to null. The conclusion of the inbound script should return to this decision making page. At that time, the object added handler will be reinitialized. If the script should not continue with this call, then reset the scripter call object's id. Set it to -1 to designate that it is not currently assigned to any call object. As the script continues, remember to use scripter call object functions, not IS_Action functions, to work with the interaction. In addition, recognize that there is not a Dialer record explicitly associated with this call. Therefore, any IS_Attr functions will not be available for database functions.

Be careful. It is possible to handle inbound and outbound calls through the same script. However, for the script to handle the Dialer generated outbound calls, it must be launched through the campaign login mechanism. Consequently, the script will be closed when the campaign is logged off or stops. Logging off or stopping a campaign would terminate the script, thus it could no longer handle inbound calls.