callshaper outbound software manual 3 building a script

MANUAL 3 – BUILDING A SCRIPT

MANAGE TRAINING MANUAL

Updated 9/7/2016


CALLSHAPER

Contents

Scripting ..................................................................................................................................... 2

Script Screen ............................................................................................................................. 3

Show Inactive Scripts ............................................................................................................. 3

Add Script ............................................................................................................................... 3

Add Script Screen ............................................................................................................... 4

External URL Script ................................................................................................................ 4

Editable Script ........................................................................................................................ 5

Orange Functions Buttons .................................................................................................. 5

Page Title............................................................................................................................ 6

Blue Functions Buttons ....................................................................................................... 6

Toolbar ............................................................................................................................... 6

Script Pages ....................................................................................................................... 7

Rebuttals............................................................................................................................. 8

Script Action Screen .................................................................................................................. 9

External URL .......................................................................................................................... 9

Editable Script ........................................................................................................................ 9

Editing A Script ..................................................................................................................10

Copying A Script ................................................................................................................10

Deactivating A Script ..........................................................................................................10

Preview A Script .................................................................................................................10

Publishing A Script .............................................................................................................11

Renaming A Script .............................................................................................................11

Script Version ....................................................................................................................11


CALLSHAPER

Script Features..........................................................................................................................12

Formatting .............................................................................................................................12

Data Fields ............................................................................................................................12

Edit Data Field Screen .......................................................................................................12

Uneditable Field ....................................................................................................................13

Editable Field ........................................................................................................................13

Field Type .............................................................................................................................13

Validation Type .....................................................................................................................15

Navigation Buttons ................................................................................................................16

Edit Navigation Button Screen ...........................................................................................16

Lead Search ..........................................................................................................................17

Edit Lead Search Screen ...................................................................................................17

Rebuttal .................................................................................................................................18

Global Rebuttal ..................................................................................................................18

Global Rebuttal Edit Page ..................................................................................................18

Rebuttal Group ..................................................................................................................18

Assigning A Rebuttal Group ...............................................................................................19

Page Tasks ...............................................................................................................................20

Creating A Page Task ...........................................................................................................21

Page Task Screen .............................................................................................................21

Automating A Conversion .....................................................................................................22

Starting Transfer ...................................................................................................................23

Cancel Transfer ....................................................................................................................24

Finish Transfer ......................................................................................................................24


CALLSHAPER

Play Sound ...........................................................................................................................25

Change Recording Mode ......................................................................................................26

Open Webpage ....................................................................................................................27

Page Task-logic ........................................................................................................................28

Creating The Page Task-logic ...............................................................................................29

Page Task Screen .............................................................................................................29

Compare ...............................................................................................................................30

Switch ...................................................................................................................................31

Goto Page ............................................................................................................................32

Set Field Value .....................................................................................................................32

Initialize Field Value ..............................................................................................................33

Hints On Commonly Used Features, Tasks and Logic. .............................................................34

Testing a script ......................................................................................................................34

Transferring to an extension ..................................................................................................34

Titling Pages..........................................................................................................................34

Publishing A Script ................................................................................................................34

Previewing A Script ...............................................................................................................34

Open Webpage Task .............................................................................................................34

Lead Searches ......................................................................................................................35

Adding Tasks and/or Logic ....................................................................................................35

Steps To Creating A New Task Or Logic ...............................................................................35

Examples ..................................................................................................................................37

Blind Transfer ........................................................................................................................37

Agent To Agent Transfer .......................................................................................................39

Three-Way Call To The Same Number ..................................................................................41

Three-Way Call To A Different Number .................................................................................43

Compare Example .................................................................................................................45

Switch Example .....................................................................................................................46


CALLSHAPER 1

Manual 3 Pre Work

In Manual 1, we set up your account by creating users, teams, DNC lists, media attributes,

scorecards, sounds, hold music and phone numbers.

In Manual 2, we created your campaign by adding lead files, reports, dispositions, conversions

and data fields. We also configured the settings for your voicemail, DNC lists, inbound

numbers, callbacks, dialer mode, leads, queue, schedule, skill level, wrap up and sounds.

In Manual 3, you will learn how to create a new script, use script functions, page tasks and

page logic. After the script has been created, we will review how to assign a script to a

campaign or an inbound phone number, preview scripts and publish them. We will also go

over how to edit, rename, copy, deactivate and reactivate existing scripts.

To prepare for this Manual, you will need (if applicable):

A copy of the script you will be using,

A copy of all rebuttals include in your script,

The link to any websites agents will access,

A list of phone numbers the agent will transfer to, and

Any client requirements.


CALLSHAPER 2

Scripting

Scripts provide agents with the information they will need to sell a product

or gather data from the lead. Scripts can be used for outbound calls,

inbound calls or both. They can perform tasks such as accessing

external webpage, transferring calls, adding conversions and dispositions,

playing sounds and making comparisons.

There are two types of scripts that can be created in CallShaper; editable and external URL’s.

The editable script is created within CallShaper and uses the data fields, sounds, conversions

and dispositions you have created.

The external URL script will send the agent to an external webpage containing the script they

will be using. You have the option to send variables (data fields) from your campaign to be

viewed by the agent and/or sent to your vendor.

When it’s time to create a script for the campaign, it is beneficial to plan out the flow of your

script. Below are some of the questions to ask yourself before you begin.

Will this be an editable script or will this be an external URL script?

What will the verbiage be?

What data fields will I need to include in the script?

What data will I need to collect during the phone call?

Will this script need transfer functionality?

Will the agents need to access an external webpage?

Will the script need rebuttals?

Will the script automatically choose a conversion/disposition or will the agent select one

at the end of the call?

Will the script play a sound?

Will the script perform comparisons (if/than)?

Will the script perform a switch (multiple if/than)?

Will data fields be automatically updated based on the information in the lead file or

information gathered during the phone call?


CALLSHAPER 3

Script Screen The Script screen will list the active scripts and give you the option to edit an existing script, add

a new script or view the list of inactive scripts

Buttons Section

Show Inactive Scripts

The button will list all of the inactive scripts within the campaign. This

screen will have the same options as the active Scripts screen.

When an inactive script is selected, you will be given the option to the script. If

reactivated, the script will automatically move to the active list. (Other options are available

based on the type of script. We will review the other options in the script action section of this

Manual)

Add Script

You are not limited to the number of scripts within a campaign. You could create one script

used for both inbound and outbound calls or, you could create a script for outbound calls

(assign to the general tab - campaign settings) and separate scripts for each inbound phone

number (assigned to the general tab - inbound number).

The button is used to add both an editable and external URL script.

Action buttons

List of all active scripts Script type


CALLSHAPER 4

Add Script Screen

On this screen you will name

the script and choose whether

the script will be editable or an

External URL.

Editable Script – The script will be created within CallShaper. You can insert data fields,

create transfers, access external webpages, add rebuttals and more.

External URL – The agent will take/make the call using CallShaper, when the call

connects, the script will open an external website. The external website can open within

the Agent Application or in an external browser.

External URL Script

The external URL script includes a variables section to use if you are passing data from

CallShaper to an external website (portal). The data must be loaded into CallShaper from your

lead file, have been previously added to your account or to your campaign such as; agent, call

or campaign information.

If the agent will complete the data field being passed during the phone call, create an editable

script and use the open webpage task. (covered on page 28)

Name of data field being passed to CallShaper data field name

Delete

Add variables (data fields) to be passed to the portal


CALLSHAPER 5

Editable Script

The Creating A Script screen has multiple sections, functions and features. First we will

become familiar with the sections, then we will review each of the sections features and/or

functions.

Orange Functions Buttons

Adding a new page - You are not limited to

the number of pages within a script. The pages

created can be visible and used by the

agent or not visible and only used as page

tasks or logic.

Pages can include text, navigation buttons, lead searches, rebuttals, tasks and/or logic.

All pages created will be listed in numeric or alpha order. We recommend using numbers

in the title to keep the pages in the order they will be used.

Add Rebuttal Group - Rebuttal groups are rebuttals that are assigned to one or

multiple pages of the script.

Save - The script should be saved often. If changes have been made to a script,

the page name will remain italicized until you have saved your changes.

Orange function buttons

Page title

Blue function buttons

Toolbars

Rebuttals Script pages

Script text


CALLSHAPER 6

Exit Script Editor - When all changes have been made and saved, use this button

to exit the script.

Page Title – The title of each script page will be listed in the Create a Script screen and the

Agent Application. In the Create a Script screen, you will also see icons to show the start page (

) and if there is a page task ( ) assigned to it.

Blue Functions Buttons

Start Page – This button is used to assign the start page.

Edit Page Name – This button is used to change the name of the script page.

Page Task – Within the script, there are multiple tasks you can assign to a page

such as adding a transfer function, playing a sound, comparisons, open a webpage,

etc. (covered on page 20).

Rebuttal Group – Rebuttal groups are created using the orange function buttons.

This button is used to assign a rebuttal group to a specific page.

Delete – This button is used to delete a script page.

Toolbar – These icons are used for formatting, adding links, adding tables, inserting navigation

buttons, data fields and lead searches.


CALLSHAPER 7

Script Pages - Each script will come with default script

pages that can include editable verbiage, navigation

buttons, page task and data fields. These pages were

created to help you get started. All features and

verbiage can be removed or changed.

The default pages are recommended but not required

to be part of the script.

A description of each default pages is

below.

Start Page – This start page will not be seen by the agents. It is programmed with a

page task that tells CallShaper, “If the call is inbound, start the script on the 100 Inbound

page”, “if the call is outbound, start the script on the 100 outbound page.”

Any page created in the script can be used as the start page and

programmed to be visible or not visible to the agent. The page designated

to be the start page in the script, will have the icon next to the page

name. Any page that has a page task or logic will have the icon next to

the page name.

100 Inbound Introduction – This page includes a lead search along with typical verbiage

and data fields used when taking an inbound call. The lead search is used to link an

incoming call to a lead that has been loaded into CallShaper. The navigation buttons on

this page will send the agent to the 110 Confirm Info page or the 999 Courtesy Close

page (navigation buttons are covered on page 16).

If a lead search is not used to connect an existing lead to an inbound call, the

agent will create a new lead. (lead search is covered on page 17)


CALLSHAPER 8

100 Outbound Introduction – This page has typical verbiage and data fields used to

introduce the agent who is making an outbound call. The navigation buttons on this

page will send the agent to the 110 Confirm Info page or the 999 Courtesy Close page.

You will notice a lead search is not included on this page. This is because in

this example, the dialer will always select the lead prior to making the call. If

any calls are made manually, you will need to include a lead search on this

page.

110 Confirm Info – This page includes lead demographic data fields used for both

inbound and outbound calls. The data fields on this page are editable, meaning any

information manually typed in these fields by the agent will update the leads information.

The navigation buttons on this page will send the agent to the 200 Close page or the 999

Courtesy Close page. (data fields are covered on page 12)

200 Close – This page contains typical verbiage and an uneditable data field used when

closing a call. There are no navigation buttons on this page. If the call has been

successful, this will be the last page the agent sees when ending the call.

999 Courtesy Close – This page contains typical verbiage and an uneditable data field

used when a lead is not interested or not qualified. There are no navigation buttons on

this page. If the call was not successful, this will be the last page the agent sees when

ending the call.

Rebuttals – Global rebuttals and rebuttal groups are both listed in this section.

Global rebuttals ( ) are visible to the

agents on all script pages. (covered on

page 18)

Rebuttal groups are assigned to specific

pages of the script. (covered on page 19)


CALLSHAPER 9

Script Action Screen

The Script Action screen is where you go to make changes, deactivate or copy your script. The

editable Script Action page will have the additional options to preview, publish and rename the

script.

External URL

The external URL Script Action page will list the URL and its variables.

Editable Script

The editable Script Action page will tell you the version of the script you are on, if the script is

active or in edit mode, who and when modified the script last and the pages included in the

script.

Script version

Editable or active status

List of script pages

Latest update

Action buttons

Action buttons

Variables sent

URL


CALLSHAPER 10

Button Section

The following buttons are available on both script types.

Editing A Script

The screen will provide the same options as the Add Script screen.

Copying A Script

Rather than start a script from scratch you can a script to the same or a

different campaign within your account.

If there are data fields in the script you are copying from that are not in the campaign

you are copying to, no need to worry. A missing required data fields message will

pop up stating:

“The script you are trying to copy references Data Fields which are not currently

available in the chosen destination Campaign:”

Clicking "Continue" below will cause these Data Fields to be automatically created

in the destination Campaign before the Script is copied. Once a Data Field has been

created it cannot be deleted.”

Deactivating A Script

When a script is no longer being used and is not assigned to a campaign or an inbound phone

number, you can it. Once deactivated, you can at any time.

The following buttons are only available in an editable script

Preview A Script

The button allows you to see how the script will perform from the agent’s

perspective and verifying the flow of the script by using the navigation buttons, typing into the

data fields, reading the text and ensuring the page tasks perform correctly.


CALLSHAPER 11

Publishing A Script

If changes are made to a script, the agents working that campaign will not see the changes until

you the script and assign it to the campaign (campaign settings – general tab).

Once published, the changes will reflect in the Agent Application on their next phone call.

When you click the publish button you will see a warning message stating,

“Publishing this version will make it permanently uneditable and will immediately

make it the active version. Are you sure you want to do this?”

This does not mean the script is not editable. You can edit the script at any

time, each time you edit and publish the script, you will create a new version.

Renaming A Script

The will allow you to change the name of the script.

You can rename an external URL script by using the edit button.

Script Version

Each time the script is published, a new version of the script is created. The

drop-down will list the status and the dates of the current and previous

versions.

The editable version of the script will have a next to it. The script that is currently published

will have a next to it. Versions that are not active (archived) will have a next to them.

The published and archived versions cannot be edited or renamed. To preview an archived

version, select it and click the preview button.

Now that you know how to add a script and where things are located. Let’s

learn how to use the script features.


CALLSHAPER 12

Script Features

Script features are used to make the script easy to read and user friendly for the agent. In this

section, will learn how to format text and add data fields, navigation buttons and lead searches

to a script page.

Formatting

Text is added free-form by simply placing your courser where you want the verbiage to go on

the script page and start typing. You can add links, images, tables, special character and

format text using the formatting icons and the drop-downs in the toolbar.

Data Fields

Data Fields can be added to a script as either editable or uneditable. Data

fields must be added to a campaign before they can be incorporated into a

script or reports. Data fields are covered in Manual 2.

Edit Data Field Screen

In this screen, you will choose the data field and whether or not the field will be editable. If the

field will be editable, you will select the field type, validation type and if the field is required.


CALLSHAPER 13

Uneditable Field

Uneditable data fields will show in the script as part of the text and look

similar to the example on the right. If the data field is uneditable, you

will not be given any formatting options.

Editable Field

Editable data fields can be viewed in different formats such as; text box, radio button, check

boxes, date selector or a drop-down list.

Field Type

Field type will provide a list of formatting options. This format is

how the agent will select or input the data in the Agent

Application. The options are:

Description from data field

Example from data field

Options if editable

If selected, the agent can’t move forward in the script until complete

Includes all data fields in campaign


CALLSHAPER 14

Single Line text – This will give the agent a one-line

text box they can type free form into. If this format is

chosen, you can size of the width of the text box.

Multiple Line Text – This will give the agent a

multiple line text box they can type free form into.

If this format is chosen, you can size the column

width and the row height.

Select Box – This field will give the agent a drop-down

list of data to select from. The agent can only select

one option in the select box.

Radio Buttons – Radio buttons will give the agent a

list of data to select from. The agent can only

select one of the radio button options. This format

will ask you to choose the layout of the options as

one line or each option on a separate line.

Checkboxes – Checkboxes will give the agent a list

of data to select from. The agent can select multiple

check box options. This format will ask you to

choose the layout of the options as one line or each

option on a separate line.

Date Selector – This option is used when the agent

needs to select a date and/or time. The agent will

click on the data field, a calendar will appear and

they will select the appropriate date or use the drop-

down list to select the appropriate time (depending

on the validation type selected).


CALLSHAPER 15

Validation Type

Validation type will describe the format the agent will use to enter

the data into the data field.

Free Form Text – This will allow the agent to type the

text free form using both alpha and numeric. If selected,

you will choose the max length of the field.

Phone Number – The phone number validation

will be 10 digits.

Email Address – Email validation will check for the @ symbol and the .com, .net, etc.

Number – This will only allow the agent to type numbers. Alpha will not be accepted in

this field. If selected, you will choose the number of decimal places, minimum value and

the maximum value of the field.

Date – This validation is used with the date selector field type. The format will be

mm/dd/yyyy.

Time – This validation is used with the date selector field type. The format will be hh: mm.

Date & Time – This validation is used with the date selector field type. The format will be

2014-06-30T15:00:00-0500.

Regular Expression – This is a sequence of characters that define a search pattern. If

selected, you will choose the maximum length of the field, the Regex and the error

message.

Fixed Value List – This validation will provide a list of options for the agent to select. The

options available are created using the select box, radio buttons or check box field type.


CALLSHAPER 16

Navigation Buttons

Navigation buttons send the agent to the next page in the script. When creating a

navigation button, you choose its label, the script page it appears on and the

script page it will take the agent to when selected.

Edit Navigation Button Screen

The button label is a free form field.

The label is what the agent will see on

the navigation button in the Agent

Application.

The (existing) script page is assigned

from the drop-down list.

Example:

Navigation buttons can also be thought of as save buttons. Meaning, if the agent

completes a data field, the information is not saved UNTIL the agent clicks the

navigation button taking them to the next page in the script.

What do you want the agent to see?

Where will this button take the agent in the script?


CALLSHAPER 17

Lead Search

A lead search is used to attach an inbound call or a manual outbound call to a

lead (not needed for outbound calls made by the dialer). If a call is not attached

to a lead, the agent will create a NEW lead in the campaign. This could result in

reporting discrepancies and calling leads that have been finalized with a

conversion or disposition or have already reached their max attempt limit.

Edit Lead Search Screen

Results Fields = The fields that will display

once the lead has been

selected.

Filter Fields = The fields the agent can

search by to find the lead.

Example of a completed lead search

To select a lead, the agent MUST click on the action arrows. If the agent does not

click the action arrows, the leads information will not be attached to the call and the

agent WILL create a new lead.


CALLSHAPER 18

Rebuttal

Rebuttals are created to give the agent a way to handle

rejections or objections during the call.

Rebuttals can be added as a global rebuttal, which will appear

on every page of the script, or as a rebuttal group that can be

assigned to an individual script page.

In the Agent Application, rebuttals will be located in the

top right hand corner of the script.

Global Rebuttal

Global rebuttals will be seen by the agent on each

page of the script. They are added by selecting

“Global” in the rebuttal section.

Global Rebuttal Edit Page

On the Global Rebuttals screen, there is a

button titled “add rebuttal”. Once you add a new rebuttal, you can delete it using the

button and open or collapse using the button.

Rebuttal Group

You are not limited to the number of rebuttals you can add to the script.

However, the agent’s screen can get crowded. In some cases, it may be

beneficial to add the rebuttals as a group so they only appear on specific pages

of the script.

Make title represent the objection.

Type free-form what you want the agent to see and/or say.


CALLSHAPER 19

Once rebuttal groups are created and named, they

are listed under the global rebuttals in the rebuttals

section. Select the rebuttal group to add

verbiage.

The Rebuttal Group Edit screen is similar to the Global Rebuttal Edit screen but with more blue

function buttons. In addition to the (add rebuttal group) button, there is also an (edit

group name) and (delete rebuttal group).

Assigning A Rebuttal Group

Once you have created a rebuttal group, you

can assign that group to a script page for the

agent to see by using the button and

selecting from the list in the rebuttal group

window.

Example of how the rebuttals look to the agent

We have talked a lot about page tasks, now let’s find out what they are.


CALLSHAPER 20

Page Tasks

Page tasks are functions completed behind the scenes within a script. The tasks

are triggered by lead file data or actions the agent performs during a call such as;

completing a data field or selecting a navigation button.

There are multiple page tasks available in the scripting. They are:

Add Conversion,

Set Disposition,

Start Transfer,

Cancel Transfer,

Finish Transfer,

Play Sound,

Change Recording Mode, and

Open Webpage.

After a task has been added, it is highly recommended that you:

Preview The Script - This will give you the opportunity to check the script for accuracy.

Publish The Script - When you have made the necessary changes, and have previewed

the script it can be published. However, before the script is released to the agents, the

script should be run in test mode.

Run In Test Mode - This step is highly recommended. This will give you the opportunity to

test the script from the Agent Application before the script is published and used by the

agents. (covered in Manual 2)

If the campaign is active, we suggest creating a test campaign where you can run

the script in test mode and not effect the agents who are currently working on the

campaign. Once the script has been tested, you can copy it into the active

campaign and assign it to the campaign settings or inbound number general tab.

https://callshaper.zendesk.com/hc/en-us/articles/217604317-Publishing-A-Script

https://callshaper.zendesk.com/hc/en-us/articles/215177558-Running-A-Campaign-In-Test-Mode


CALLSHAPER 21

Creating A Page Task

Within one page, you can have multiple tasks. They are added in the order you would like the

tasks to happen. For that reason, before adding a page task to the script, think about how the

script should flow. Where in the script will the task be initiated? Will the task be initiated by the

lead file data or an agent? Will the script return to the same page or move to a new page once

the task has been initiated or completed?

It is important to remember that data selected or input by the agent is not saved until the agent

moves to the next page of the script. Therefore, if a data field completed by the agent is

triggering the task, the data field and the task CANNOT be on the same page.

For example: The agent is going to ask the lead, what is your favorite type of fruit? If the lead

says kiwi, they are considered qualified and the page task will add the conversion, “qualified”.

In order for the conversion to be added, the agent will select the leads favorite fruit in the data

field and then click the navigation button, saving the data and directing them to the next page.

The next page in the script contains the page task that will add the conversion.

Page Task Screen

In the Page Task screen, you will have the ability to add, delete and change the order of the

tasks.

To change the order, click and hold the icon to move the task up or down.

Now let’s review the different types of page tasks available in the scripting.

Add additional tasks

Delete

Change order


CALLSHAPER 22

Adding A Conversion and Setting A Disposition

Automating a conversion or setting a disposition is

done when a specific action results in a conversion or

a disposition for example; data selection or going to a

specific page in the script.

Creating a page task will eliminate the need for

the agent to choose this conversion at the end of

the call.

When the conversion or disposition has been added to the call, the agent will see a message

telling them the name of the disposition or conversion that has been added

All conversions added to your campaign will be available in the drop-down list.

All dispositions in your campaign will be available in the drop-down list.

If you choose to automate a conversion or set a disposition, select “No” in the “Visible

To Agent” field of the Conversion or Disposition Edit screen. Otherwise, you may

end up with two of the same or multiple dispositions on the same call.

If conversions and/or dispositions will be automated, you may want to adjust the

wrap up time in the campaign settings. Keeping in mind the agent may need time to

schedule a callback or choose one of the “canned” dispositions such as; Do Not Call

or Voicemail.


CALLSHAPER 23

Transfer Tasks

With the transfer tasks, you can start, cancel or finish a

transfer. Transfers can be sent internally or externally

and can be blind or attended.

In addition to traditional transfers, the transfer tasks can

also be used to perform 3-way calls. Meaning, you

can make the call to a third party with the lead on the

line, end the call with the third party and continue your

conversation with the lead.

The start transfer task will always be

programmed in the scripting. The cancel

and finish transfer tasks can be

programmed in the scripting or, the agent

can use the buttons available in the

transfer (green) section of the Agent

Application. The transfer section is only

available when the “attended” start transfer

task begins.

Starting Transfer

All transfers and 3-way calls will begin with the start transfer task. This task can initiate the call

to the third party both internal and external.

If the transfer will be to the same number each time, put the 10-digit phone number

in the transfer number field. If the number could be different every time, create a

data field for the agent to type in the 10-digits phone number and type that data field

name into the transfer number field. Example: Lead.TransferCall.

Choose attended or blind

Can be a phone number or a data field


CALLSHAPER 24

Cancel Transfer

The cancel transfer tasks can be programmed in the scripting or, the agent can use the cancel

button available in the transfer (green) section of the Agent Application. The transfer section is

only available when the “attended” start transfer task begins.

Once an attended transfer has started, the cancel transfer task will stop the transfer (end the 3-

way call) and keep the lead on the line. This is commonly used when calling a third party to verify

information or using an external IVR.

The cancel transfer page task will not have any options; it will simply end the call initiated by the

start transfer task and keep the lead on the line.

Finish Transfer

The finish transfer tasks can be programmed in the scripting or, the agent can use the finish button

available in the transfer (green) section of the Agent Application. The transfer section is only

available when the “attended” start transfer task begins.

Once an “attended” (not needed for blind) transfer has started, the finish transfer task will end the

call by sending the lead to the third-party. The agent will no longer be connected to the lead or

the third-party. This task can be performed for internal and external phone numbers and is

typically used for upsells or if the lead was working with a specific agent.

The finish transfer page task will not have any options; it will simply end the call initiated by the

start transfer task.


CALLSHAPER 25

Play Sound

Sounds such as disclosures, disclaimers or

advertisements can be added to a script using the

play sound page task.

Playing a sound is done to ensure the agents are

providing consistent information to each lead.

All sounds that have been recorded in the sounds library will be available in the drop-down list.

Once a sound starts playing, it cannot be stopped from the Agent Application.


CALLSHAPER 26

Change Recording Mode

In the campaign recording settings, you can choose to

record or not record all calls and select whether or not the

agent can mute recordings.

If you choose to allow agents to mute recordings, the mute

button will appear above the dial pad in the Agent

Application during all calls.

If you choose not to allow the agent to mute the

recordings, you can control if and when the recordings

should be muted, stopped or started on specific script

pages by using the change recording mode task.

This task automates the recording setting, eliminating

the need to rely on the agent to perform the task

manually.

You can choose Muted, On or Off. When the agent moves to that specific page, the recording

status will change to what has been chosen. The recording status will remain that way for the

rest of the call unless another recording status task has been added on a later page.


CALLSHAPER 27

Open Webpage

The open webpage task can be programmed to open

in a separate browser or a tab within the Agent

Application.

This task is typically used when the agent needs to

complete data fields before passing information to a

client’s portal or if the agent needs to reference a

website for pricing, stock or directions, etc.

If the agent is collecting data to be passed to a portal, variables can be added to the URL.

If the agents script is on an external website, and the variables are not collected

by the agent, see instructions for creating an external URL script.

Now that you know how to add a page task, let’s try something a little more

challenging; Page Task – Logic.

Can contain variables

If not selected, webpage will open as a separate tab in the Agent Application


CALLSHAPER 28

Page Task-logic

Page task-logic is found in the page task list and are similar to page tasks as far

as being functions completed behind the scenes within a script. The logic is

triggered by lead file data or data fields completed by the agent.

There are multiple page logic options available in the scripting. They are:

Compare,

Switch,

Goto Page,

Set Field Value, and

Initialize Field Value.

After logic has been added, it is highly recommended that you:

Preview The Script - This will give you the opportunity to check the script for accuracy.

Publish The Script - When you have made the necessary changes, and have previewed

the script it can be published. However, before the script is released to the agents, the

script should be run in test mode.

Run In Test Mode - This step is highly recommended. This will give you the opportunity to

test the script from the Agent Application before the script is published and used by the

agents. (covered in Manual 2)

If the campaign is active, we suggest creating a test campaign where you can run

the script in test mode and not effect the agents who are currently working on the

campaign. Once the script has been tested, you can copy it into the active

campaign and assign it to the campaign settings or inbound number general tab.

https://callshaper.zendesk.com/hc/en-us/articles/217604317-Publishing-A-Script

https://callshaper.zendesk.com/hc/en-us/articles/215177558-Running-A-Campaign-In-Test-Mode


CALLSHAPER 29

Creating The Page Task-logic

The page task-logic (logic) is programed similar to the page task’s meaning; within one page,

you can program more than one type of logic. The logic is added in the order you would like

them to happen. Like a page task, if a data field is triggering the logic, the data field and the

logic CANNOT be on the same page.

Before adding logic to the script, think about how the script should flow; Where in the script will

the logic be initiated? Will the logic be initiated by the lead file data or an agent completing the

data? Will the script return to the same page or move to a new page once the logic has been

initiated or completed?

Page Task Screen

In this screen you will have the ability to add, delete and move tasks around.

In addition to the buttons listed above, you may see the

button. This button is used to delete the information within that

row.

Now let’s review the different types of logic available in the

scripting.

Add task

Add more of the same task

Change order

Delete


CALLSHAPER 30

Compare

The compare logic is used to program data field

values that tell CallShaper what to do if the statement

is true and/or false. You can assign one or more page

tasks/logic if the statement is true and/or assign

different page tasks/logic if the statement is false.

An example of compare logic is used on the start

page of each script. The page logic in the start page

tells the script, if the call is inbound (true), go to the

100 inbound introduction page, if the call is not

inbound (false), go to 100 outbound introduction page.

The data in the value field MUST match exactly for the compare to work properly.

If the values do not match, the task will not be activated.

Data field Add additional comparisons with the same true/false tasks

Add true/false tasks Equals, does not equal, starts with, ends with, greater than or equal, less than, less than or equal.


CALLSHAPER 31

Switch

The Switch logic is used when you have multiple

values for one data field resulting in different actions.

The data field used as the switch should have fixed

values (select box or radio buttons). If the values

do not match exactly, the task will not be

activated.

Field = Data Field

Case = The exact value of the data field

Each case will have a separate task associated with it. You can also have a default task if the

value does not match any of the cases.

Data field

Exact value in the data field

Task if the value in the data field matches the case

If the data field does not match any case listed above, perform this action (not required)

Add additional cases

Add task for the matching case


CALLSHAPER 32

Goto Page

The Goto Page logic is used to tell the script which

page the agent will see after a task has begun.

Once the initial task(s) has started, the Goto Page logic

will be added using the task menu as a second or third

(etc.) task and will take the agent to the

designated page.

Set Field Value

The set field value logic is used to populate a data

field with the same information each time. The set

field value will override any value already in the field.

For every lead involved, the data field selected will

change to what is listed as the value. If you do

not want the data to be overridden with the value

listed, use the initialize field value logic.

Data field All data in this field will equal this value


CALLSHAPER 33

Initialize Field Value

The initialize field value logic is used to populate a data

field with the same information if the data field is blank.

If the data field contains a value, the initialize field

value logic will not override the information.

All blank values will be changed. If the value in

the field should be overridden, use the set field

value page logic.

Well, that was it for scripting. We have covered it all.

On the next few pages we have provided a few examples along with hints

on commonly used features, tasks and logic.

Our scripting tool was designed to make the agents job as easy and

efficient as possible. We hope you enjoy using our scripting tool to create

your scripts. If you have any questions about any of the topics covered in

this Manual, or have suggestions on features or functions you would like

available in the scripting, please do not hesitate to reach out to our support

team.

Data field All blank data in this field will equal this value


CALLSHAPER 34

Hints On Commonly Used Features, Tasks and Logic.

Testing a script

CallShaper highly recommends that you create a test campaign in your account. This will give

you the opportunity to test scripts created before they are published to the agents. All scripts and

data fields used in the script can be copied into the campaign it will be assigned to once

completed.

Transferring to an extension

Extensions cannot be programmed into the transfer start task. If the agent needs to dial an

extension, create a start transfer task as attended, input the 10-digit phone number of the

campaign or third-party in the transfer number field. Once the agent is prompted, they can use

the dial pad in the Agent Application to dial the extension.

Titling Pages

All pages created will be listed in alpha or numerical order. We recommend using numbers in the

title to keep the pages in the order they will be used.

Publishing A Script

When all of the changes have been made to a script, it can be published. Once published, the

script must be assigned to either the campaign settings-general tab or an inbound number -

general tab, before the agent will see the changes and can use the script.

Previewing A Script

When previewing a script, if the script will be used for both inbound and outbound calls, the

preview will always start as an inbound call. This will allow you to select a lead to ensure all of

the data fields and tasks/logic work properly.

Open Webpage Task

If the script is using the open webpage task, you can send variables of any data field you have in

your campaign. For example: If the script opens a web form, rather than the agent completing all

of the fields, you can pass the data fields from CallShaper to the data fields on the portal. If you

would like assistance with this process, please contact CallShaper support.


CALLSHAPER 35

Lead Searches

All scripts used for inbound calls and/or manual dialing should have a lead search on the first

page the agent will see when the call connects.

Remember, when using a lead search, the agent MUST click on the action arrows. If the agent

does not click the action arrows, the leads information will not be attached to the call and the

agent WILL create a new lead.

Adding Tasks and/or Logic

If a data field triggers the page task and/or logic, the data field and the task and/or logic

CANNOT be on the same page. Create the data field for the agent to either select or input the

data into. On that page, create a navigation button. The navigation button should direct the

script to the next page. On the next page of the script, add the page task and/or logic.

For best results, pages that contain tasks and/or logic should be on a page by themselves and

not seen by the agent. This will allow you to make changes to the scripting and not have to

worry if there are tasks and/or logic is on that page. However, you would still need to make sure

the navigation buttons and the Goto page logic directes the agent to the appropriate page.

Steps To Creating A New Task Or Logic

Before adding page task and/or logic to the script, it is important to understand how the script

should flow. Think about where in the script the task and/or logic would be initiated. Ask

yourself; Does the data come from the lead file or will an agent complete the data while on the

phone call? Will the script go back to the same page or move to a new page once the task

and/or logic has been initiated or completed?

Remember, when an agent completes a data field, the information is not saved UNTIL they

move to the next page of the script. When the script moves to the next page, CallShaper is

performing the task and/or logic in the background while the agent is following the directions or

reading the text.


CALLSHAPER 36

Creating page task and/or logic is a multi-step process. You will create a new page, add the

page task and/or logic to that page, if necessary create the navigation button that sends the

script to that page then save and check for accuracy.

Step 1 – Create a New Page .

Step 2 – Create the page task and/or logic - Once you have planned the flow of the

script, you can create a page task in the script by following the instructions below:

Click the (page task) button,

Click the (add task) button,

This will open a drop-down menu. Choose the task or logic,

Complete the information required within the task or logic,

Repeat this process for all of the tasks or logic you would like to add. If you are

creating this page for the task or logic only, it is important to remember to direct

the script where to go next with the Goto page task logic.

Once you have finished, click the button.

Step 3 - Save the script .

Step 4 – If needed, create a Navigation Button on the page the agent will initiate the task or

logic from.

Step 5 - Save the script , Exit the script .

Step 6 - Preview the script to check the script for accuracy.

Step 7 – If you are satisfied with the changes, publish the script. However, before the script is

released to the agents, the script should be run in test mode.

Step 8 - Run in Test Mode - This step is highly recommended. This will give you the

opportunity to test the script from the Agent Application before the script is published

and used by the agents.


CALLSHAPER 37

Examples

This next section contains examples of how you would combine different page tasks and logic to

perform common duties within scripting.

Blind Transfer

A blind transfer is set up when the agent will transfer the call to a third-party and not introduce

the caller. The agent will initiate the transfer and their call with the lead will end.

Only 10-digit phone numbers or data fields can be used to blind transfer the call,

the agent will not have an option to choose an extension. If the transfer includes

an extension, see example for agent to agent transfer.

To create a blind transfer, follow the steps below:

1. Create a new page,

2. Create a Start Transfer Page Task,

Type - Choose blind from the drop-down list.

Label – The label is only used for this page and the transfer tab of the Call Detail

Screen. It is not visible to the agent.

Transfer number – If the phone number will be the same every time, type the 10-digit

phone number into this field. If the phone number will be different every time, add the

data field name. See the instruction for adding a three-way call to different numbers.

Choose blind



CALLSHAPER 38

Extensions cannot be used in this field. If you are transferring to an extension, you

must set up an attended transfer. See example for the agent to agent transfer.

Caller ID – This will be the phone number displayed to the third-party. In this field, you

can type the 10-digit caller Id assigned to the campaign or, type the word “call” to see a

list of options available. You can select any of the options listed.

Conversion – If the transfer will result in a conversion, you can choose a conversion from

the drop-down list. This field is optional.

Step 3 – If the script will continue on this page, go to step 4. If the script will not continue on this

page, meaning this page is only intended to be used for the page task, add a Goto Page task-

logic to the task list.

Step 4 – Click and your changes.

Don't forget

To add navigation buttons directing the agents through the script. For instructions,

go to Create a Navigation Button,

To save the script as changes are made,

Preview The Script - This will give you an opportunity to check the script for

accuracy.

Publish The Script - When you have made the changes necessary, and

have previewed the script it can be published. However, before the script is released to

the agents, the script should be run in test mode.

Run In Test Mode - This step is highly recommended. This will give you the opportunity

to test the script from the Agent Application before the script is used by the agents.

If the campaign is active, we suggest creating a test campaign where you can run the script in

test mode and not effect the agents who are currently working on the campaign. Once the

script has been tested, you can copy it into the active campaign and assign it to the campaign

settings or inbound number general tab.


CALLSHAPER 39

Agent to Agent Transfer

The agent to agent transfer is programmed as an attended transfer, whether or not the caller will

be introduced. Regardless if the transfer is internal or external, you will always program a 10-

digit phone number or data field into the transfer number field.

For internal transfers, you would use the phone

number assigned to the queue. For external, you

would use the 3rd party’s phone number.

Once the call connects, the agent will use the

number pad in the Agent Application to get

through the IVR and type the extension when

prompted. When the agent is ready to

disconnect from the lead, they can use the Finish

button in the transfer section of the Agent

Application.

To create an agent to agent transfer, follow the

steps below.


2. Add the start transfer page task and Goto page logic,

Dial an Extension

Choose attended



CALLSHAPER 40

Type – Choose attended from the drop-down list. Attended will keep both the agent and

the customer/client on the phone until the agent is ready to “finish” the call.

Label – The label is only used for this page and the transfers tab in the Call Detail

screen. It is not visible to the agent.

Transfer number – If the phone number will be the same every time, type the 10-digit

phone number into this field. If the phone number will be different every time, see the

instruction for adding a three-way call to different numbers.

Extensions cannot be used in this field. The agent can use the number pad

in the Agent Application to dial the extension once the call is connected.

Caller ID – This will be the phone number displayed to the third-party. In this field, you

can type the 10-digit caller Id assigned to the campaign or, type the words “call”, "agent"

or "lead" to see a list of options available.


the drop-down list. Adding a conversion will eliminate the need for the agent to choose

one at the end of the call. Please note if a conversion is added in the start transfer page

task, a conversion will be added every time the agent selects this option. Meaning if the

first attempt is unsuccessful and the agent has to call again, two conversions will be

added to the call.

3. Create the navigation button on the page the agent will initiate the task from.

The instructions above assumed the agent would use the cancel and finish buttons in the Agent

Application to complete the agent to agent transfer. You may also program the cancel (in case

the 3rd party is unavailable) and finish transfer (to send the call through) within the scripting. To

do so, follow the same steps above but rather than using the start transfer, use the cancel

transfer and the finish transfer tasks.

If you did choose to add the cancel and finish transfer tasks, you will end up with three new

pages. Each page will contain both a transfer task and Goto page logic. You will also end up

with three navigation buttons to initiate the start, cancel and finish transfer tasks.


CALLSHAPER 41

Three-Way Call To The Same Number

A three-way call is programmed as an attended transfer. It is performed when the agent has the

lead on the phone and needs to contact a third party to get additional information or go through

an external IVR with the lead on the line. Once the information has been collected, the agent

can disconnect with the third-party and keep the lead on the line or send the lead to the third-

party.

The start transfer task will always be programmed in

the scripting. Once the call connects, the

agent can use the Cancel (in case the 3rd party is

unavailable) or the Finish button (to send the call

through) in the Agent Application. The transfer

section is only available when the attended start

transfer task begins.

To create a three-way call to the same number,

follow the instructions below.


2. Add the start transfer page task and Goto Page logic,


the lead on the phone to allow a three-way phone call. Blind will transfer the lead to the

third-party.

Choose attended or blind

The transfer number can only be a 10-digit number.

The Caller ID can be a number or data field.


CALLSHAPER 42

Label – The label is only used for this page and the transfer tab in the Call Detail


Transfer number – Type the 10-digit phone number into this field. If the phone number will

be different every time, see the instruction for adding a three-way call to different

numbers.

Extensions cannot be used in this field. The agent can use the number pad in

the Agent Application to dial the extension once the call is connected.

Caller ID – This will be the phone number displayed to the third-party. In this field, you can

type the 10-digit caller Id assigned to the campaign or, type the words “call”, "agent" or

"lead" to see a list of options available.





first attempt is unsuccessful and the agent has to call again, two conversions will be added

to the call.

3. Create the Navigation Button on the page the agent will initiate the task or logic from.









https://callshaper.zendesk.com/hc/en-us/articles/217831878-Three-Way-Call-To-A-Different-Number

https://callshaper.zendesk.com/hc/en-us/articles/217831878-Three-Way-Call-To-A-Different-Number


CALLSHAPER 43

Three-Way Call To A Different Number

A three-way call to different phone numbers is programmed as an attended transfer. It is

performed when the agent has the lead on the phone and they need to contact a third party to

get additional information with both parties on the line. Once the information has been collected,

the agent will disconnect with the third-party and keep the lead on the line.

The start transfer task will always be programmed in

the scripting. Once the call connects, the

agent can use the Cancel (in case the 3rd party is

unavailable) or the Finish button (to send the call

through) in the Agent Application. The transfer

section is only available when the attended start

transfer task begins.

To create a three-way call with a different number, follow the instructions below.

1. Create a data field (data field configuration setting button) that the agent will use in the

scripting to type the 3rd party’s phone number in.

2. In the script, insert the data field into the appropriate script page. The agent will type the

phone number they are calling into this field each time.


4. Add the start transfer page task as attended. In the transfer number field, type the word

“lead”. This will bring up all of the data fields created for the lead. Select the data field

you created for the 3rd party’s phone number.

Choose attended

The transfer number will be the data field created.

The Caller ID can be a number or data field.


CALLSHAPER 44


the lead on the phone to allow a three-way phone call. Blind will transfer the lead to the

third-party.

Label – The label is only used for this page and the transfer tab in the Call Detail


Transfer number – Type “lead” to add the proper data field

Extensions cannot be used in this field. The agent can use the number pad in

the Agent Application to dial the extension once the call is connected.

Caller ID – This will be the phone number displayed to the third-party. In this field, you can

type the 10-digit caller Id assigned to the campaign or, type the words “call”, "agent" or

"lead" to see a list of options available.





first attempt is unsuccessful and the agent has to call again, two conversions will be added

to the call.

4. Add Goto page logic to the same task list.

5. Create the Navigation Button on the page the agent will initiate the task or logic from.










CALLSHAPER 45

Compare Example

The compare task is an if/than statement that will look at one data field. It will tell CallShaper to

do this if the statement is true and that if the statement is false.

In this example, the Awesome Vacation Company is offering discounts on vacations. However;

they no longer offer ski vacation discounts.

You could use the compare logic to automate the change.

On page 105, the agents will ask “what type of vacation do you prefer. They will choose an

option in the data field “VacationType”. They can choose from; Beach, Vegas, Cruise, Skiing

and Camping. Once they make their choice, the agent clicks the navigation button that will take

them to the page with the task list below.

The compare statement should read; If the VacationType field equals Skiing, add the

conversion “Not Eligible” and go to page 999 Courtesy Close.

If the VacationType is not Skiing, they agent can continue the call and go to the 110 Confirm

Info page.


CALLSHAPER 46

Switch Example

A switch is used when you have one data field with multiple options and each option could have

a different result.

For example; I have a client who needs us to report the results using the codes they have in

their system rather than reporting the actual result (words). Their codes are:

Vegas = 1 Bahamas = 2 California = 3

For this request, you would use the switch logic to automate the changes.

For the switch to work, I created two data fields. The first data field is titled “VacationSpot”.

This data field has a set value list of Vegas, Bahamas, California and Not Interested. The

second data field created is titled Utility ID. This field contains the codes that will be sent to the

client.

On page 105 of the script, the agent will tell the lead about their wonderful timeshare opportunity

and mention the three locations they have available.

On that page, the agent will choose from the list of options available in the data field

VacationSpot. Once the agent has made the selection, they will click the navigation button

taking them to the page containing the task list.

The task list will tell CallShaper to look at the data field titled “VacationSpot” and do the

following:

If VacationSpot equals Vegas, put a 1 in the Utility ID data field,

If VacationSpot equals Bahamas, put a 2 in the Utility ID data field,

If VacationSpot equals California, put a 3 in the Utility ID data field,

If VacationSpot DOES NOT equal any of the above, put a 0 in the Utility ID data field.

See example on the next page.


CALLSHAPER 47

The set field value logic will ensure there is a value in the Utility ID field if the agent has selected

an option in the VacationSpot field.


CALLSHAPER 48

Notes

callshaper outbound software manual 3 building a script

Software