Customisations and Workshops
The Force 8 experts can build a customised workshop for Contact Centre engineers
Do you or your team need to get up to speed quickly with..
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ICM scripting?
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UCCX Scripting?
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CVP Scripting?
Here's a sample of what we can teach, and/or provide working examples:
Workshop 1 //
Playing Welcome messages
Playing back numbers, eg one thousand two hundred and thirty six
Playing back strings, eg one two three six a b c
Playing back ordinals, eg 1st 2nd 3rd
Playing back currencies, eg one hundred and twenty four dollars forty five cents
Playing back dates, eg Thursday, February 12th, Two thousand and thirteen
Playing back times, eg nine forty five AM
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Workshop 2 //
Menus and capturing of data
Getting Account numbers from the caller
Connecting to an external database using caller input
Retrieving data from the database
Connecting to an XML document using caller input
Retrieving data from an XML document
Checking for open/closed times
Checking for Public holidays
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Workshop 3 //
Looping and counting loops
Temporarily disabling the "Are you still there" and "Please try again" system messages
Displaying information about a caller on the agent desktop, eg Name, address etc
Putting editable comments on agent desktop that display when transferring to another agent
Version control of scripts
Modifying variables from outside a script
Difference between 'interruptible' and 'barge in'
Joining prompts together, eg your estimated wait time is approximately twelve minutes, you are third in queue
Automatic recording and uploading of prompts
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Workshop 4 //
Conditional prompts
Container prompts
Escalating Prompts
Random prompts
Using sessions to remember the previous caller and automatically placing them back into the previous queue/agent
Emergency management/shutting down the contact centre remotely
Call-back in queue
Automatic sending of emails based on queue conditions
Working with Speech Recognition Servers
Working with Text To Speech Servers
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