Agent Script Actions

Configuring the action step in the agent script requires you to do two things:

  1. Select the action type from a list of predefined actions.
  2. Specify a recipient for the action.  The list of recipients presented in the drop down will depend on what type of action has been selected.  If it a 'Text' action, then all employees that have text numbers specified will show up in the drop down menu.  If it is an 'Email' action, then those with email addresses will show up, etc.  There is also a more generic option of 'Requested Employee' in the list of recipients.  When this is specified, the agent will have to pick the requested employee from a list on the operator screen.  For actions that do not require a transfer more than one employee can be selected as the recipient of the action.  You can also specify an On-Call List as the recipient of an action.

NOTE: In the descriptions below references to the 'message marked as delivered' mean that the message will require no further processing by the agent or dispatcher.

Transfer

The agent will be presented with the dial-out box.  Upons failure/ successful transfer, the operator is returned to the call screen to go on with the next step

Transfer (and DELIVER)

The agent will be presented with the dial-out box to perform a transfer.  If the transfer is successful, the call screen will be closed and the message is marked as 'delivered'.

Blind Transfer

The agent will be presented with the dial-out box as in a regular transfer except that the agent will know to patch the call without waiting for the end-user to answer the call.  Upon failure/ successful transfer, the operator is returned to the call screen to go on with the next step

Transfer (and DELIVER)

The agent will be presented with the dial-out box as in a regular transfer except that the agent will know to patch the call without waiting for the end-user to answer the call.  If the transfer is successful, the call screen will be closed and the message is marked as 'delivered'.

Transfer w/o announcement

Similar to Blind Transfer. 

Transfer (and DELIVER) without announcement

Similar to Blind Transfer.

Email

Email and stay on the call screen to execute the next step

Email (and DELIVER)

Email and mark the message as 'Delivered', at which time the call screen will close automatically.

Offer voicemail of

Agent will need to ask the user if they want to be transferred to voicemail.  If so, the agent will be presented with the dial-out box.

Offer voicemail of (and DELIVER)

Same as Offer voicemail of except mark the message as 'Delivered' if the transfer to voicemail is successful.

Offer voicemail of

Agent will need to ask the user if they want to be transferred to voicemail.  If so, the agent will be presented with the dial-out box.

Offer voicemail of (and DELIVER)

Same as Offer voicemail of except mark the message as 'Delivered' if the transfer to voicemail is successful.

Save & Hold

Some clients prefer all their messages to be held and sent out in group, instead of individually, through a message summary delivery.  This action will hold the message until the next message summary is due to be sent out.  Once the message summary is sent out, the message will be marked as 'delivered'.  Note that there has to be a valid message summary schedule specified for the account for the messages to go out.

Text to

Text the message and stay on the call screen to execute the next step

Text to (and DELIVER)

Text the message and mark the message as 'Delivered', at which time the call screen will close automatically.