1. AACC: Introduction to Scripting and Call Flow Design
Vicki Bowlin
Chrysalis Software

2. Agenda What are Scripts? Software Tools – Service Creation Environment
Elements of Scripting
Actions Performed in Scripts
Sample Script
Advanced Script Functionality
Best Practices
Closing

3. What are Scripts?
A script is a set of instructions for calls to follow when they arrive in the system.
Scripts have long been the method of defining call flow on Nortel systems. The Avaya equivalent to a script is a vector.
Scripts serve the following functions:
Define the call flow path and treatment
Define reporting entities – Applications

4. Service Creation Environment
Administer applications using SCE (Service Creation Environment).
Applications can be constructed in text-based or flowchart formats.

5. SCE (Service Creation Environment)

6. Text-based Applications (Scripts)

7. Flow-based Applications

8. Types of Scripts
Master Script The first stop for all incoming calls, it filters the call to the appropriate primary script.
Primary Script Queues calls and plays messages and music. Optionally, may just assign values to be used, then pass the call over to a secondary script. Establishes an Application for reporting purposes.
Secondary Script Any script that is referenced by a primary script. This is usually done when multiple scripts have the same call treatment.
Network Script Used in a networked environment where NCC is involved. Handles treatment for calls that arrive at the destination, but the reserved agent has become unavailable.

9. Filtering Calls to Primary Scripts
Master Script can look at different parameters to filter the call to the correct primary script.
DNIS
CDN
CLID (Full or
Partial)

10. Script Variables Benefits Types
Reference a value from multiple scripts
Allow users to modify certain settings
Variable changes are faster and easier than script changes.
Types
Global - These store static values like business hours, holidays, call priorities.
Call – Dynamic values that may be changed within the script (using the ASSIGN TO command) and apply only to that call.
Wild – Call variables that can be changed by one call and referenced by another call (using the READVAR/SAVEVAR command).

11. Application Writing Process
Excerpt from Avaya technical documentation “AACC Configuration - SCE Application Development”

12. Checking for Closures
First in most applications, various checks are performed to identify closures.
Holidays
Business Hours
Emergency/
Evacuation
Training/Meetings
Skillset Out of
Service

13. Getting the Call Answered
Options for getting a call to an agent include:
QUEUE TO SKILLSET [<skillset>, <skillsetlist>]
This targets a group of agents; any who have the specified skillset assigned. May also specify a list of skillsets.
QUEUE TO AGENT [<agentID, <agentIDlist>]
This targets a specific agent or list of agents.
With either command, call priority can be specified:
WITH PRIORITY [1-10]
Determines the call’s priority in comparison to other calls that an available agent is eligible to handle.

14. Announcement Sources Sources
CallPilot – unified messaging system with ports dedicated to AACC
RAN (Recorded Announcement) – MIRAN or third-party announcement device
MAS (Media Application Server) – used with SIP contact center implementations, including the UC Platform (Communication Manager)
Third-party IVR – other IVR or voice messaging systems may be used, but separate ports must be dedicated per announcement

15. Playing Announcements
GIVE RAN – plays an announcement from MIRAN or a third- party announcement device (no digit collection)
GIVE IVR – plays an announcement from MAS, CallPilot, or third-party IVR (with digit collection)
GIVE CONTROLLED BROADCAST ANNOUNCEMENT – plays an announcement to up to 50 callers on a single CallPilot port (no digit collection)
OPEN VOICE SESSION – plays an
announcement to a single caller
on a single CallPilot port (with
digit collection)

16. Setting Caller Expectations
Expected Wait Time
Minute Specific
General
High Volume Notification
Position in Queue
Position Specific
Variables that Effect Accuracy
Logged In Agents
Call Priorities
Variation in Traffic Patterns

17. Sample Script – Slide 1 of 3
This series of slides will show a very basic sample script. First, we perform checks…

18. Sample Script – Slide 2 of 3
Queue the call, consider the out-of-service condition, and begin playing music…

19. Sample Script – Slide 3 of 3
Repeat treatment in a wait loop…

20. Using Secondary Scripts
Primary Script assigns values to call variables then hands off to a secondary script that performs call treatment.
The secondary script references the call variables in place of a skillset name and priority.

21. Interacting with Callers
Menus
Prompt callers to select an
option from a menu to get them
to the right place.
Prompt for Identification Information
Ask the caller to enter an account number or other personal identification number for use in database queries and/or screen pops.
Prompt for Routing Information
Allow the caller to enter their party’s extension or an agent’s ID number to direct their call.

22. Menus Menus can be played in scripts using either of these commands:
OPEN VOICE SESSION (CallPilot)
All menu logic is contained in the script
GIVE IVR (CallPilot, MAS, or Third-Party IVR)
Menu logic is stored external to the script
When the resource disconnects the port, control returns to the script
Types of Menus
Up-front menus to direct the caller to the right skillset
In-queue menus to allow the caller to opt out to voice mail, a different language, backup agents, etc.

23. Collecting Information
Why prompt the caller for their account number, ticket number, or other information?
Return account information and
play back balance, status, etc.
Return account status that can be
used to route the call appropriately.
(Send overdue accounts to
Collections, for example)
Validate the caller, attach the data
to the call, and use that data to
populate a screen pop.
Populate a screen pop without
validating the caller against a database.

24. Database Queries
Configure SQL or Stored Procedure on the CCMS using the DIW (Database Integration Wizard)
Write script with HDX (Host Data Exchange) commands to perform query and attach data to the call:

25. Best Practices
Plan scripts/applications with reporting in mind. Determine requirements for application, skillset, and CDN reports before developing scripts.
Conduct review and approval process with contact center management. Get them involved in testing.
Focus on getting calls to the best qualified agent as soon as possible.
Only play EWT or PIQ once at the start
of the call.

26. Best Practices, continued…
Include checks in your wait loops! Make sure the call is still queued and agents are still logged in.
Use comments often to explain what is happening in your script/application.
Keep menus to 5-6 options and no more than 2 levels deep to avoid frustrating the caller.
Make changes in Local view first, then synchronize with Contact Center view.
Make sure to save backup copies of your scripts on a regular basis.

27. What Else? Topics we didn’t cover: Scripting for Multimedia Contacts
Scripting for the SIP Contact Center
Advanced Menu Configuration and Error Handling

28. Chrysalis Services
For all of your scripting or AACC implementation needs, call on us!
We’re not just scripting experts, we also offer these services:
IVR / Self-Service
CTI / Screen-Pops
Outbound Notification
Contact us for a quote:
Steve Hoffman
(415)

29. Continue Learning In the U.S.: www.globalknowledge.com
Read the Avaya technical document “AACC Configuration – SCE Application Development” (NN )
Request additional training from Chrysalis Software. We provide training on all aspects of AACC from the agent level to the administrator level.
Take the AACC: Service Creation Environment course (search for course 3610) from:
In the U.S.:
Outside the U.S.: