17.2.6. Script Engine App

Summary

Used for: Adding in lua script, e.g. adding the phone events/missed call script
Container: Action
Call Policy: ✔
Data Analytics Policy: ✔

Configuration Details

The Script Engine app allows for a script to be run within a policy. The script is written in lua.

Policy Type

Location

The Script Engine app is found in the Action container:

Configuration

The options for this app consist of Name this item and Configure this item:

Configure This Item

• The configuration automatically heads the script with appropriate information.

Example Usage

Whisper Text CTI

One of the most frequent uses of the script engine is to provide bespoke Whisper Text for the CTI. In this example a Whisper Text is displayed in the CTI of the user who answers a call, enabling it to be read, instead of being whispered at the beginning of the call as is standard. It remains visible for the duration of the call and wrapup (the exception to this is attended transfers).

The whisper text session property is CTIText and is populated in this component with freeform text. When triggered within a policy, the text displays on the CTI window for the user receiving the call. Macros can be set to expand within the text value which then also display within the CTI. This is especially useful to perform salesforce lookups, for example, providing information on the caller.

An example of the simplest format this script can take is

session.set("CTIText","This caller has called the number for the Autumn Sales promotion", true)

The following shows how this fits into the component, with a slightly expanded version of how to achieve the same result:

Result

After a call has passed through this app, it either links to a new container linked from this app (if the app was triggered), or passes on the the next app within the container or the container itself (if the app was not triggered).