Working with Call Control Scripts

A call control script defines how a call is handled when it arrives at an entry point or queue. The Control Scripts page in the Routing Strategy module displays a list of call control scripts and provides authorized users with an interface for creating and editing control scripts.

After you create a control script, you can associate it with a routing strategy for an entry point or queue and specify values for any configurable parameters that are in the script, such as which sound file to play when a call arrives, or the timeout value for entering digits in response to a prompt (see Assigning Call Control Scripts and Parameters).

Note

When you update an existing call control script, the value in the Skill Requirements field gets reset. in the Call Flow Paths dialog box. For configuring the skill requirement, see Assigning Skill Requirements to Incoming Calls

The following topics are covered: