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Summary of Email Script Objects

The following table summarizes the objects available in the email script. You can access the email scripts by going to Scripts > Email > Script from the Configuration Menu. Click Email Routing, and then click [add] to see the drop-down menu.

Email Script Object Description
Schedule Use the Schedule object to perform a particular sequence of script operations when the contact center is either open or closed.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the IVR script.
  • Labels can contain a maximum of 21 characters, and must be unique within a script.
  • In the Select schedule list, choose a schedule definition.
Exit points:
The Schedule object uses the Select schedule value to transfer control to the script sequence specified within the following exit points:
  • open equals true if the phone interaction has been received within the selected schedule's open hours.
  • close equals true if the phone interaction has been received outside the selected schedule's open hours.
  • #1 through #6 equal true if the schedule specified in Select Schedule includes an exception condition, numbered 1 through 6, and today's date is within the exceptions from and to dates.
For details on creating schedules, refer to Define Business Hours and Schedules.
Check CRM Use the Check CRM email script object to check the value of the Local CRM for existing customer information: new customer, new case, or followup fields.
Parameters:
In the Label text entry area type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters and must be unique within an email script.
Exit points:
The Check CRM script object transfers control to the script sequence specified within the following labeled conditions:
  • new customer equals true if the email interaction's From field contains an email address that is not in the Local CRM.
  • new case equals true if the email interaction's From field contains an email address that is in the Local CRM, and the email does not contain an existing case number in the Subject line.
  • followup equals true if the email interaction's From field contains an email address that is in the Local CRM, and the email contains an existing case number in the Subject line.
For details on the Local CRM, refer to Configure Local CRM.
Check Priority Use the Check Priority email script object to inspect the priority of the incoming mail message.
The Check Priority object inspects the incoming email message's header for the value of X-Priority, Importance, and Priority. If Virtual Contact Center cannot locate these areas in the message, it assigns the message a priority equal to 3 – Normal.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Priority value list, choose the priority setting of the incoming email message, where 1 is the highest priority and 5 is the lowest priority.
  • Select Negate comparison to make inspection true if the priority specified in the Priority value list does not match the priority of the incoming mail message.
Exit points:
The Check Priority script object transfers control to the script sequence specified within the following labeled conditions:
  • matched equals true if the Negate comparison is not selected, and the email interaction's priority equals the value of Priority.
  • not matched equals true if the Negate comparison is not selected, and the email interaction's priority does not equal the value of Priority.
Check Recipient Use the Check Recipient email script object to inspect the To or CC areas of the incoming mail for a name or other text string.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Select recipient field list, choose whether the Email script inspects the To or Cc addressee field of the incoming email message.
  • In the Select operator list, choose a comparison operator. Choices available are Contains, Begins with, Ends with, or Is equal to.
  • In the Use pattern as a POSIX extended regular expression text entry area, type a pattern as a text string or a POSIX extended regular expression.
  • Select Negate comparison to make the recipient check true if the Email Script does not find the string specified in the Pattern text entry area.
  • Select Case sensitive to enable the pattern search to differentiate between upper and lowercase characters.
Exit points:
The Check Recipient script object transfers control to the script sequence specified within the following labeled conditions:
  • matched equals true if the Negate comparison is not selected, and the email message's recipient equals the value of Pattern.
  • not matched equals true if the Negate comparison is not selected, and the email message's recipient does not equal the value of Pattern.
Check Sender Use the Check Sender email script object to inspect the From area of the incoming mail for a name or other text string.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Select operator list, choose a comparison operator. Choices available are Contains, Begins with, Ends with, or Is equal to.
  • In the Use pattern as a POSIX extended regular expression text entry area, type a pattern as a text string or a POSIX extended regular expression.
  • Select Negate comparison to make the recipient check true if the email script does not find the string specified in the Pattern text entry area.
  • Select Case sensitive to enable the pattern search to differentiate between upper and lowercase characters.
Exit points:
The Check Sender script object transfers control to the script sequence specified within the following labeled conditions:
  • matched equals true if the Negate comparison is not selected, and the From area of the email message equals the value of Pattern.
  • not matched equals true if the Negate comparison is not selected, and the From area of the email message does not equal the value of Pattern.
Check Subject Use the Check Subject email script object to inspect the Subject area of the incoming mail for a particular text string.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Select operator list, choose a comparison operator. Choices available are Contains, Begins with, Ends with, or Is equal to.
  • In the Pattern text entry area, type a pattern as a POSIX extended regular expression.
  • Select Negate comparison to make the recipient check true if the string specified in the Pattern text entry area is not found.
  • Select Case sensitive to enable the pattern search to differentiate between upper and lowercase characters.
Exit points:
The Check Sender script object transfers control to the script sequence specified within the following labeled conditions:
  • matched equals true if the Negate comparison is not selected, and the Subject area of the email message equals the value of Pattern.
  • not matched equals true if the Negate comparison is not selected, and the Subject area of the email message does not equal the value of Pattern.
Check Flood Use the Check Flood email script object to detect an unusually high volume of incoming email messages that appear to be identical. One possible reason a high volume of identical incoming messages may be received is a Denial of Service attack.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Time Interval list, choose the time period during which the email script counts the number of email messages arriving at the email queue. Choices available are Disabled, 15 minutes, 30 minutes, 45 minutes, 1 hour, 2 hour, 3 hour, 4 hour, 6 hour, 12 hour, and 1 day.
  • In the Maximum number of emails list, choose the maximum number of incoming emails that occur within the time period specified in the Time Interval list. Choices available are 2, 5, 10, 20, or 50 emails.
Exit points:
The Check Flood script object uses the values of Time Interval and Maximum number of email to transfer control to the script sequence specified within the following labeled conditions:
  • flood detected equals true if the Maximum number of emails that appear to be identical have been received within the Time Interval.
  • first email equals true if the most recently received email message appears to be new.
  • other emails equals true if the most recently received email message is similar to at least one other email processed within the specified Time Interval, but the quantity of these messages has not yet exceeded the value of the Maximum number of emails.
Check Spam Use the Check Spam email script object to enable the script to perform different operations depending on the incoming email message's status as spam or not spam.
Parameters:
In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
Exit points:
The Check Spam script object transfers control to the script sequence specified within the following labeled conditions:
  • is spam equals true if Virtual Contact Center classifies the email message as spam.
  • is not spam equals true if Virtual Contact Center does not classify the email message as spam.
For details on the Virtual Contact Center spam threshold level, refer to Summary of Profile Settings.
Check Virus Use the Check virus email script object to enable the script to perform different operations depending on the incoming email message's status as infected or not infected.
Virtual Contact Center uses McAfee VirusScan to inspect incoming email messages.
Parameters:
In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script. Labels can contain a maximum of 21 characters, and must be unique within an email script.
Exit points:
The Check Virus script object transfers control to the script sequence specified within the following labeled conditions:
  • infected equals true if Virtual Contact Center detects a virus in the email message.
  • not infected equals true if Virtual Contact Center does not detect a virus in the email message.
Forward to Queue Use the Forward to queue email script object to check how many incoming messages are waiting in the queue, and if a maximum number is exceeded begin forwarding messages to a different email queue.
Parameters:
  • In the Object tag area, type the alphanumeric label used to uniquely identify the element in the email script. The object tag can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Select queue list, choose which email queue receives forwarded messages.
  • In the Maximum number of emails waiting text entry area, type the integer number of emails that can accumulate in the current email queue before the script begins forwarding messages to the queue specified by the Select queue list.
    A Virtual Contact Center email queue can contain a maximum of 900 messages. If an email queue contains more than 900 messages, and the email queue's email script includes the Forward to queue script object, then Virtual Contact Center initiates overflow processing.
Exit points:
The Forward to queue script object transfers control to the script sequence specified within the following labeled conditions:
  • routed equals true if the email queue does not contain more messages than specified by the Maximum number of emails waiting text entry area, or no more than 900 messages.
    Virtual Contact Center places the new message in the current email queue.
  • overload equals true if the email queue contains more messages than specified by the Maximum number of emails waiting text entry area, or more than 900 messages.
    Virtual Contact Center places the new message in the queue specified in the Select queue list.
Label Use the Label email script object to insert a named point into the email script. The labeled script object can then be accessed by other script statements, such as the Goto script object, described later in this table.
Parameters:
In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script.
Labels can contain a maximum of 21 characters, and must be unique within an email script.
Exit points: None
Goto Use the Goto Email script object to direct the script to continue running at some labeled location in the script.
Parameters:
  • In the Name text entry area, type the alphanumeric label used to uniquely identify the element in the email script.
    Labels can contain a maximum of 21 characters, and must be unique within an email script.
  • In the Destination list, choose a labeled script location.
    The Goto object can reference object labels located "lower" in the email script.
Exit points: None
Reply to Email Use the Reply to Email email script object to define the email's Subject, From, CC, BCC, etc.
Parameters:
  • In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the Email Script. Labels can contain a maximum of 21 characters.
  • In the From text entry area, type the return address for the outgoing email message.
    You must type a valid email address or select Use channel email address as From to save the Reply to Email email script object.
  • Select Use channel email address as From to place the email channel's address in the outgoing email message's From area.
    You must select Use channel email address or type a valid email address in the From text entry area to save the Reply to Email email script object.
  • In the CC text entry area, to send a carbon copy of the outgoing email message to one or more additional recipients, type the recipients' properly-formatted email address. The CC text entry area allows you to type up to 80 characters.
  • In the BCC text entry area, to send a blind carbon copy of the outgoing email message (a copy whose email address is concealed from other addressees) to one or more additional recipients, type the recipients' properly-formatted email address.
    The BCC text entry area allows you to type up to 80 characters.
  • In the Subject text entry area, type an optional subject line for the outgoing email message.
    The Subject text entry area allows you to type up to 40 characters.
  • In the Content text entry area, type the message contents.
Exit points:
The Reply to email script object transfers control to the script sequence specified within the following labeled conditions:
  • sent equals true if Virtual Contact Center did not receive an error when it sent the reply email message.
  • not sent equals true if Virtual Contact Center received an error when it sent the reply email message.
Delete Email Use the Delete Email email script object to delete the email message being processed by the Email script.
Because the Delete Email script object deletes the current email message, use the object as the final action in an email script.
Parameters:
In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the Email Script. Labels can contain a maximum of 21 characters.
Exit points: None.
Stop Processing Use the Stop Processing email script object to stop performing the email script.
Parameters:
In the Label text entry area, type the alphanumeric label used to uniquely identify the element in the email script.
Labels can contain a maximum of 21 characters.
Exit points: None
Check Picklist Use Check Picklist to filter emails based on the customer type and send them to their respective queues for better customer experience. For example, if a company wishes to prioritize their premium customers and offer to assist them quickly, agents can prioritize and route the emails from customers based on their account type, say Platinum, Gold, and Bronze. Emails received from Platinum customers can be routed to a dedicated queue for faster processing. To take advantage of the check picklist object, you must first define the desired Customer field of picklist data type in the Local CRM and then select this field in the email script.

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