Call Scripts

Call scripts are used to provide agents with a script that will display in the softphone for inbound or outbound calls. The scripts can use markdown (a lightweight and easy-to-use syntax) to format the scripts so that they are easier to read. Additionally, the scripts can use variables that will be replaced with information from the call. Call scripts are associated to tracking numbers, so each tracking number can have its own script, or you can assign one script to multiple tracking numbers.

Creating Call Scripts

1. Navigate to Flows → Call Scripts.
2. In the upper right, click New Script.
3. Enter a name for the new script (this is the name you will use to select the script when associating it to a tracking number).
4. In the Script Text input box, type the script that you would like the agent to read or a script that will help guide them while answering or making a call.
5. Click Save Changes.

You can either assign this script to a Tracking Number on the same page by clicking the “Edit Assigned Tracking Numbers” button, or when you are editing a Tracking Number, there is an option to select a Call Script.

After the Call Script has been assigned to a Tracking Number, whenever an agent accepts an incoming call or makes an outgoing call using the assigned Tracking Number, the script will appear at the bottom of the browser phone.

Using Variables

You can use variables to replace elements of the call script so that information will be automatically filled in and you won’t have to create separate scripts for different call scenarios.  If a property you used in the script is not available for a particular call, it will show as blank in your script for that call.

For example, to show the Tracking Source, you would add {{source}} into your script where you want the name of the tracking source to appear.

Here is a list of property names that you can include in call scripts:

Caller ID Properties

• {{id}}: the call id
• {{account_id}}: the CTM account id
• {{name}}: the caller name
• {{cnam}}: the CNAM for the caller
• {{search}}: the keywords searched for or “(not provided)” if they were unavailable
• {{referrer}}: the referring URL of the visitor
• {{location}}: the landing URL of the visitor
• {{source}}: the tracking source of the caller
• {{email}}: the email of the caller
• {{street}}: the street address of the caller
• {{city}}: the city of the caller
• {{state}}: the state of the caller
• {{country}}: the country of the caller
• {{postal_code}}: the zip/postal code of the caller
• {{is_new_caller}}: first time caller? true/false
• {{caller.uid}}: the caller’s unique identifier
• {{caller.id}}: another caller id
• {{caller.account_id}}: the account id of the caller
• {{caller.agency_id}}: the agency of the caller
• {{caller.name}}: the caller name
• {{caller.email}}: the caller email
• {{caller.number}}: the caller’s E.164 phone number
• {{caller.alternative_number}}: the caller’s unformatted number, i.e. 8885551212
• {{caller.phone_type}}: the callers phone type, i.e. mobile, landline, voip, etc.
• {{caller.address.street}}: the street address of the caller
• {{caller.address.city}}: the city of the caller
• {{caller.address.state}}: the state of the caller
• {{caller.address.country}}: the country of code of the caller
• {{caller.address.postal_code}}: the postal code of the caller

Tracking Number Properties

• {{tracking_number}}: the tracking number in E.164 format (+1)
• {{tracking_number_format}}: the formatted tracking number, i.e. (NPA) NXX-1234
  {{tracking_number_bare}}: the unformatted tracking number NPANXX1234
• {{tracking_label}}: the label/name of the tracking number
• {{caller_number_format}}: the formatted number of the caller, i.e. [phone]
• {{alternative_number}}: the unformatted number of the caller, i.e. 8885551212
  {{caller_number}}: the E.164 formatted number of the caller, i.e. [phone]
• {{caller_number_complete}}: the E.164 formatted number of the caller, i.e. [phone]
• {{caller_number_bare}}: another unformatted number of the caller, i.e. 8884441212

Enhanced Caller ID Properties

• {{extended_lookup_on}}: whether or not extended lookup (Enhanced Caller ID) was enabled for the call
• {{extended_lookup.facebook}}: Facebook URL of the caller
• {{extended_lookup.linkedin}}: LinkedIn URL of the caller
• {{extended_lookup.twitter}}: Twitter @username of the caller
• {{extended_lookup.education}}: caller level of education, i.e. “Completed College”
• {{extended_lookup.language}}: spoken language of the caller, i.e. English, Spanish
• {{extended_lookup.carrier}}: carrier of the caller’s phone, i.e. “Verizon Wireless, AT&T, etc.”
• {{extended_lookup.age}}: age of the caller
• {{extended_lookup.high_net_worth}}: the caller has net worth > $1M US (Yes, No, blank)
• {{extended_lookup.home_owner_status}}: whether the caller owns or rents his/her home
• {{extended_lookup.household_income}}: range of income for caller’s household, i.e. “50k-75k”
• {{extended_lookup.marital_status}}: marital status of the caller, i.e. Married, Single
• {{extended_lookup.length_of_residence}}: time at current address, i.e. 1 Year, 4 Year, Less than 1 year, etc.
• {{extended_lookup.market_value}}: market value of the caller’s home, i.e. “150k-200k”
• {{extended_lookup.occupation}}: the occupation of the caller, i.e. Nurse, Professional, Part Time, etc.
• {{extended_lookup.presence_of_children}}: whether or not the caller has children (Yes, No, blank)

Carrier Properties

• {{carrier}}: the carrier of the call, i.e. Verizon Wireless, AT&T, etc.
• {{spam.risk}}: the SPAM category of the call (low, medium, high)
• {{spam.score}}: the SPAM score of the call (integer)