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inControl Basic Scripting and Development

inControl Basic Scripting and Development. Jason Lowe Technical Trainer. Internet Access. Passcode: PPP2 Network Name: SLCmarriott_meeting. Course Description. Not advanced inControl training Beginners are welcome No programming experience necessary No inContact experience necessary

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inControl Basic Scripting and Development

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  1. inControl Basic Scriptingand Development Jason Lowe Technical Trainer

  2. Internet Access Passcode: PPP2 Network Name: SLCmarriott_meeting

  3. Course Description • Not advanced inControl training • Beginners are welcome • No programming experience necessary • No inContact experience necessary • Specifically for those who have always wondered how inControl does what it does, but were always too scared to find out!

  4. What You Will Learn • What we man by “skill based routing” • What we mean by “IVR / ACD integration” • Brief overview of Agent, inTouch / CallDetail, webManager / Central and inControl • How to find your way around inControl • How to build a basic script complete with an IVR and ACD routing built in • What events are and how they work • Some advanced stuff – neat things like variables, loops, and more (time permitting) • Putting it all together: testing & debugging

  5. Housekeeping Items • Breaks! • 15 - 20 minutes at 10:00 am • 1 hour for lunch at 12:00 p.m.(Boxed lunches provided.) • 15 – 20 minutes at 2:45 p.m. • Restrooms • Cell phones – vibrate or silence • Laptops, Workstations, and Business Units

  6. Skill Based Routing Concepts Question: What are the two mainjustifications for skill based routing? • Contact routing – getting the contact to the agent that can help them • Reporting –skill-specific statistical contact reports

  7. Customer calls a toll-free number that points to inContact, and hears the IVR. The Default Skill is applied to the contact. Agent with Sales Skill Skill = Default Customer

  8. Customer calls a toll-free number that points to inContact, and hears the IVR. Customer enters a selection to indicate they want to talk to a Sales Agent. Contact is Re-Skilled to “Sales”, and the ACD searches for an Agent with that Skill. The Default Skill is applied to the contact. Agent with Sales Skill Skill = Sales Skill = Default Customer

  9. Customer enters a selection to indicate they want to talk to a Sales Agent. Contact is Re-Skilled to “Sales”, and the ACD searches for an Agent with that Skill. Once an Agent is found, the ACD connects the two together. The customer is then speaking with the Agent. Agent with Sales Skill Skill = Sales Customer

  10. SAAS IVR/ACD Mechanics “What was two has now become one.” - Paul Jarman Chief Executive Officer, inContact • “And it was good. And there was much rejoicing.” • Frank Maylett • Executive VP of Sales and Marketing, inContact

  11. inContact Suite Overview

  12. inContact Suite Overview

  13. webManager / inContact Central Workflow • Campaigns • Skills • Points of Contact Workforce • Teams • Agents • Stations

  14. How the pieces fit together

  15. inControl IDE • Three Windows • Toolbar • Properties • Workspace • Tabs • Actions • Menus • Properties • Buttons

  16. Getting Help • Help Menu and Help Buttons • Help Contents • Context Help • Advanced Features Remember: “F1 is my friend!”

  17. Actions and Links • Selecting and Placing Actions • Properties Tab • Creating Links • Auto-Link • Deleting Links • “Upstream” and “Downstream” • Inserting Actions between Linked Actions

  18. Using the Clipboard • Edit Menu • Copying, Cutting, Pasting Actions • Affect Links? • “Select All” feature

  19. Demonstration • Building a Basic IVR • Integrating the ACD • Events • Advanced Objects • Loops • Variables • Testing Scripts – The Debug Tool

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