Nortel Meridian 1 PC Console Interface Unit User manual

Nortel Contact Center Manager
Scripting Guide for Communication Server 1000/Meridian 1
PBX
Product release 6.0 Standard 8.04 October 2007
297-2183-930

Nortel Contact Center Manager Scripting Guide for
Communication Server 1000/Meridian 1 PBX
Publication number: 297-2183-930
Product release: 6.0
Document release: Standard 8.04
Date: October 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 PBX and Contact
Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.
This page and the following page are considered the title page, and contain Nortel Networks and
third-party trademarks.
*Nortel Networks, Nortel, Nortel (Logo), the Globemark, CallPilot, IVR, Meridian, Meridian 1 PBX,
Meridian Mail, Optivity, Communication Server, and Symposium are trademarks of Nortel.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
MICROSOFT, MICROSOFT ACCESS, WINDOWS, WINDOWS NT, and WINDOWS XP are
trademarks of Microsoft Corporation.
SYBASE is a trademark of Sybase, Inc.

Scripting Guide for Communication Server 1000/Meridian 1 PBX v
Contents
1Getting started 13
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2Understanding and planning your scripts 25
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using scripts in your contact center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
How call routing and call treatment work . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Types of scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Script building blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Planning your scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Scripting tools and procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3Scripting rules and conventions 55
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Script formatting conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Script naming guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Script rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
General scriptwriting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Guidelines for providing feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Scriptwriting tips for specific commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Script example using formatting conventions and rules. . . . . . . . . . . . . . . . . 87
Opening the scripting tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
4Working with script variables 99
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Starting the Script Variables tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Types of variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Creating script variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

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Checking variables for referencing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Changing script variable properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Copying script variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Deleting script variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Printing script variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
5Creating and administering scripts 139
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Section A: Creating and editing scripts 141
Creating new scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Editing scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Adding script elements to scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Saving changes to scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Opening Web Scripts Editor in a new window. . . . . . . . . . . . . . . . . . . . . . . 158
Using text find and replace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using character count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Section B: Importing and exporting scripts 167
Importing scripts into Contact Center Manager . . . . . . . . . . . . . . . . . . . . . . 168
Exporting scripts to a remote location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Section C: Administering scripts 175
Validating scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Activating and deactivating scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Deactivating scripts with circular dependencies. . . . . . . . . . . . . . . . . . . . . . 186
Renaming scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Deleting scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
6Basic script commands 193
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Section A: Basic general commands 195
ASSIGN TO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
EXECUTE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
EXECUTE SCRIPT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
IF-THEN-END IF. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
IF-THEN-ELSE-END IF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
QUIT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
SECTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
WAIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

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Scripting Guide for Communication Server 1000/Meridian 1 PBX vii
Section B: Basic contact processing commands 209
CHANGE PRIORITY IN AGENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
CHANGE PRIORITY IN SKILLSET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
DISCONNECT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
GIVE BUSY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
GIVE MUSIC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
GIVE OVERFLOW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
GIVE RAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
GIVE RINGBACK. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
GIVE SILENCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
QUEUE TO AGENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
QUEUE TO SKILLSET. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
REMOVE FROM AGENT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
REMOVE FROM SKILLSET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
ROUTE CALL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
7Advanced script commands 245
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
EVENT HANDLER. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
LOG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
READVAR and SAVEVAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
WHERE-EQUALS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
8Networking commands 265
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Section A: Network ACD routing 275
CHANGE PRIORITY IN NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
QUEUE TO NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
REMOVE FROM NACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Section B: Network Skill-Based Routing 283
CHANGE PRIORITY IN NETWORK SKILLSET . . . . . . . . . . . . . . . . . . 284
QUEUE TO NETWORK SKILLSET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
REMOVE FROM NETWORK SKILLSET . . . . . . . . . . . . . . . . . . . . . . . . 288
9Voice processing commands 291
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Choosing the most efficient commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Section A: Basic IVR 299

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GIVE IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Section B: Voice session commands 303
COLLECT DIGITS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
OPEN VOICE SESSION and END VOICE SESSION . . . . . . . . . . . . . . . 307
PLAY PROMPT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Section C: Broadcast announcements 317
GIVE CONTROLLED BROADCAST ANNOUNCEMENT . . . . . . . . . . . 318
10 Host Data Exchange commands 325
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
SEND INFO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
SEND REQUEST. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
GET RESPONSE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
11 Intrinsics 341
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Examples of intrinsics use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Section A: Skillset intrinsics 347
Overview of skillset intrinsics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
ANSWERED COUNT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
AVERAGE SPEED ANSWER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
EXPECTED WAIT TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
IDLE AGENT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
IDLE AGENT COUNT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
LOGGED AGENT COUNT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
LOGGED OUT AGENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
LONGEST IDLE AGENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
MOST LOGGED AGENTS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
OLDEST. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
OUT OF SERVICE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
POSITION IN QUEUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
PRIORITY IN QUEUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
PRIORITY IN NETWORK QUEUE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
QUEUED COUNT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Section B: Time intrinsics 391
DAY OF WEEK. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
DATE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394

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DAY OF MONTH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
MONTH OF YEAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
TIME OF DAY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Section C: Traffic intrinsics 403
CALL RATE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
CONTACT RATE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
TOTAL ACTIVE CALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
TOTAL ACTIVE CONTACTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Section D: Call intrinsics 409
AGE OF CALL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
CALL FORWARD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
CALL FORWARD BUSY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
CALL FORWARD DO NOT DISTURB. . . . . . . . . . . . . . . . . . . . . . . . . . . 413
CALL FORWARD NO ANSWER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
CDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
CLID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
CONFERENCED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
DIALED DN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
Transferring calls with the dialed DN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
DIRECT CALL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
DNIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
INTERNATIONAL CALL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
LOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
NETWORK CALL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
NPA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
NXX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
NPANXX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
ON HOLD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
QUEUED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
ROUTE NUMBER. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
TRANSFERRED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
Section E: Open Queue Intrinsics 439
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
AGE OF CONTACT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
CONTACT DATA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
CONTACT TYPE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
ROUTE POINT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
URI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451

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12 Script expressions 453
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
Logical expressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455
Mathematical expressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
Relational expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Order of operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
13 Applications 465
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466
Applications and application thresholds. . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
14 Using sample scripts 477
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
Section A: Getting started with sample scripts 479
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480
Creating the initial scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
Editing the master script. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Section B: Common scripts 491
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
c_Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
c_Basic_Backup_Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
c_Emergency_Boolean. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
c_Emergency_Skillset_Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502
c_Excess_Call_Volume_Give_Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
c_Expected_Wait_Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
c_Forced_Announcement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
c_Holiday_Broadcast_Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
c_Priority_in_Queue_DNIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517
Section C: Network Skill-Based Routing scripts 521
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
c_NSBR_Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
c_NSBR_Primary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525
c_NSBR_Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
c_Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Section D: Nodal Routing examples 531
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
c_Master_Handles_Call_Transfers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
c_Master_with_Exception_Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535

October 2007 Contents
Scripting Guide for Communication Server 1000/Meridian 1 PBX xi
c_Master_with_Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
c_Primary_One. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
c_Primary_Two . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
c_Primary_Three . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
c_Primary_Four . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
c_Primary_Five. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
c_Common_Secondary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
ATroubleshooting 549
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
Script execution problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Voice processing problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554
Networking problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Phantom calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
Validation errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Validation option rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
BScripting keywords 581
Reserved keywords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 582
CUsing HDX 595
Using Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596
DScripting for Multimedia and Outbound 613
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
Using Multimedia Contact Intrinsics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
%AGENT%AGENT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616
%DATE%DATE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 618
%INTEGER%WAITTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620
%PRIORITY%PRIORITY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622
%SKILLSET%SKILLSET. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
%TIME%TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 624
CONTACTSUBTYPE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
CUSTOMERID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629
CUSTOMFIELD1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630
FROMADDRESS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631
NEXTYEAR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632
QUEUETYPE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 634
TOADDRESS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 639

xii Contact Center Manager
Contents Standard 8.04
Recommended scripts for Contact Center Multimedia. . . . . . . . . . . . . . . . . 641
Filtering Real Time Display statistics for rescheduled contacts. . . . . . . . . . 660
Modifying the multimedia scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
ESIP Contact Center 673
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 674
GIVE IVR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 677
Example usage scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 686
SIP intrinsics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 698
Configuration guidelines and general scripting considerations . . . . . . . . . . 703
Test script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
FScripting Reference 733
Commands and intrinsics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
Glossary 755
Index 795

Scripting Guide for Communication Server 1000/Meridian 1 PBX 13
Chapter 1
Getting started
In this chapter
New in this release 14
Overview 17
How to use this guide 20
Skills you need 20
Related documents 21
How to get help 23

14 Contact Center Manager
Getting started Standard 8.04
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
Scripting Guide for Communication Server 1000/Meridian 1 PBX (297-2183-
930) for release 8.04.
“Features” on page 14
“Other changes” on page 15
Features
See the following sections for information about feature changes:
“SIP-enabled Contact Center Manager Server” on page 14
“Script Variables window” on page 14
“Script Manager” on page 15
“New Script Editor window” on page 15
“Open Queue” on page 15
SIP-enabled Contact Center Manager Server
Modifications for scripting are required when using a SIP-enabled Contact
Center Manager Server. The SIP changes to scripting affects the following
sections:
“GIVE IVR” on page 677
“SIP intrinsics” on page 698
“Configuration guidelines and general scripting considerations” on page
703
Script Variables window
In the new Script Variables window, you can view all variables in both folder
and grid format, and perform many functions. The Script Variables window
description affects the following sections:
“Starting the Script Variables tool” on page 104
“Creating script variables” on page 109

Scripting Guide for Communication Server 1000/Meridian 1 PBX 15
October 2007 Getting started
“Checking variables for referencing scripts” on page 117
“Changing script variable properties” on page 119
Script Manager
The Script Manager lists all scripts in a table and provides a Last modified by
filter, which sorts by user name. The Script Manager is described in the
following sections:
“Scripting tools and procedures” on page 48
“Creating and editing scripts” on page 141
“Importing and exporting scripts” on page 167
“Administering scripts” on page 175
New Script Editor window
From the new script editor window, you can edit, validate, and activate scripts.
You can also perform the following tasks:
“Opening Web Scripts Editor in a new window” on page 158
Open Queue
The Open Queue is a licensed feature that provides seamless integration between
the Contact Center Manager Server, Contact Center Manager Administration,
Contact Center Multimedia, and Communication Control Toolkit products. It
provides workflow, queuing, routing, reporting, and management e-mail,
outbound, Web communications contacts. Open Queue provides a truly
integrated multimedia contact center. The Open Queue feature affects the
following sections:
“Open Queue Intrinsics” on page 439
Other changes
See the following sections for information about changes that are not feature-
related.
“Additional updates” on page 16

16 Contact Center Manager
Getting started Standard 8.04
Additional updates
Several intrinsics were changed to reflect the fact they now represent both voice
and video.
The number of call variables that can be defined is increased from 20 to 50.

Scripting Guide for Communication Server 1000/Meridian 1 PBX 17
October 2007 Getting started
Overview
The Nortel Contact Center Manager Scripting Guide for Communication Server
1000/Meridian 1 PBX provides an overview of the functions of contact center
scripts and explains the scripting process. The guide describes how to
plan the scripts used in your contact center
create, modify, and delete script variables
create, validate, activate, and delete contact center scripts
view applications, and change application thresholds
use sample scripts for your contact center
Throughout this guide, the term contact applies to both voice and non-voice
contacts.

18 Contact Center Manager
Getting started Standard 8.04
How to use this guide
This guide covers the following:
understanding and planning your scripts
scripting rules and conventions
working with script variables
creating and administering scripts
working with basic and advanced script commands
working with networking commands
working with voice processing commands
working with Host Data Exchange commands
working with intrinsics
using script expressions
script-related applications
using sample scripts
scripting in Contact Center Multimedia
scripting for SIP-enabled Contact Center
This guide includes a detailed table of contents and an index to help you find
specific information or procedures related to scripting. “Where to start in this
guide” on page 19 focuses only on the most common tasks. If the task you want
to perform is not listed, use the table of contents or index to find the information
you need.

Scripting Guide for Communication Server 1000/Meridian 1 PBX 19
October 2007 Getting started
Where to start in this guide
The following table describes where to start for common procedures.
If you want to do this Start here
Plan your scripts Chapter 2, “Understanding and
planning your scripts.”
Work with script variables Chapter 4, “Working with script
variables.”
Create or manage scripts Chapter 5, “Creating and
administering scripts.”
Use script related applications Chapter 13, “Applications.”
Use sample scripts Chapter 14, “Using sample scripts.”
Use scripting in Contact Center
Multimedia Appendix D, “Scripting for Multimedia and Outbound.”
Use scripting in SIP-enabled
Contact Centers Appendix E, “SIP Contact Center.”

20 Contact Center Manager
Getting started Standard 8.04
Skills you need
This guide is intended for individuals responsible for designing, writing, and
maintaining the scripts used in Contact Center Manager.
This section describes the skills and knowledge you need to use this guide
effectively.
Nortel product knowledge
Knowledge of, or experience with, the following Nortel products is helpful
when you create scripts for Contact Center Manager:
Contact Center Manager
Communication Server 1000 or Meridian 1 PBX
Unless otherwise specified, references in this guide to the Communication
Server 1000 are applicable also to the Meridian 1 PBX switch.
Communication Server 1000/MCS 5100 + Media Application Server
switch (For SIP-enabled contact centers only)
PC experience or knowledge
Knowledge of, or experience with Windows Server 2003 is helpful when you
administer Contact Center Manager.
Other experience or knowledge
Other experience or knowledge that can be of use include:
programming
flowcharting
analytical skills
contact center operations and contact-routing requirements