Scripting Guide for Communication Server 1000/Meridian 1 PBX 665October 2007 Scripting for Multimedia and OutboundModifying the multimedia scriptsAfter you are familiar with the multimedia scripts, you can adjust the scripts toimprove the operation of your multimedia contact center.Modifying the structure of the scripts to meet your reporting needsThe scripts are structured to use three primary scripts, EM_Email_Primary,OB_Outbound_Primary, and WC_Web_Primary, one for each contact type.This means that contacts peg against the relevant application in Real TimeReporting and Historical Reports, depending on their contact type. You can,however, structure this differently depending on your reporting needs.For example, you can implement the changes outlined in the section “FilteringReal Time Display statistics for rescheduled contacts,” on page 660 to useseparate primary scripts for new contacts and rescheduled contacts.Also, you can further divide your application reporting based on Route Points.Each skillset is assigned a Route Point by using the Contact Center MultimediaAdministrator.You may want to create a Route Point such as Client_A_RoutePoint and thenassign multimedia skillsets to this Route Point. This Route Point can represent aclient for who you manage a contact center and who requires a separateapplication report.In the Master_Script, you can then execute a specific primary script for contactsrouted to this Route Point as follows:IF CONTACT TYPE = c_contact_type_email_gv THENWHERE ROUTE POINT EQUALSVALUE "Client_A_RoutePoint": EXECUTE SCRIPTEM_Client_A_PrimaryVALUE "Client_B_RoutePoint": EXECUTE SCRIPTEM_Client_B_PrimaryDEFAULT : EXECUTE SCRIPTEM_Email_PrimaryEND WHEREEND IF
