Creating a Call Control Scripts

The New button on the Control Scripts page provides access to the call flow builder interface where authorized users can create a control script for an entry point or queue.

To create a call control script:

Procedure

Step 1	Open the Routing Strategy module and click the Control Scripts button. The page displays the list of control scripts and associated image files.
Step 2	Click New. The New Call Flow page appears, displaying a Start block in the canvas area. The panel on the left side of the page displays the building blocks for constructing a call flow. You can drag a block from this panel to the canvas to add it to the call flow.
Step 3	Enter a name and optionally, a description for the control script in the fields at the top of the page. The name you enter will be displayed in the Control Script drop-down list for selection when users create or edit a routing strategy (see Assigning Call Control Scripts and Parameters).
Step 4	Double-click the Start block and specify the call flow type (entry point or queue) and other parameters in the dialog box that opens. For a description of each parameter, see Start Block.
Step 5	Drag flow control blocks to the canvas to add them to the call flow. To remove a block from the canvas, click the x on the upper right side of the block.
Step 6	After adding a flow control block, double-click the block and enter the required parameters in the dialog box that opens. For a description of each block and its parameters, see Call Control Block Descriptions.
Step 7	To connect the blocks, drag each output connector to the appropriate input connector. All blocks except the Start block have one input connector, represented by a black-filled circle at the top of the block. All blocks except the EP/Queue, Callback, Queue Call, and End Call blocks have one or more output connectors, represented by empty circles at the bottom and sides of the block. In the following example, the Start block is connected to a Menu block that plays an audio file prompting the caller to enter one of two options. The Menu block in this example has four outputs: one for each of two branches, plus Timeout and Invalid outputs, which are connected back to the Menu blocks input connector.
Step 8	Each connector represents a call flow path. To specify a name for a path, click a green connector line and in the dialog box that opens, enter a name and optional description.
Step 9	After you have finished adding and connecting blocks, click Save to save the control script. The system automatically performs validation. If errors are found, they are listed in a message at the top of the page. In the following example, a connection is missing for the Menu blocks Timeout output. A control script cannot be saved until all errors are corrected.