Defining callback scripts

It is possible to write your own callback scripts, using the scripting language VBScript. Using scripts provides you with the most flexibility for callbacks, but is also the most technically complex to set up, since it requires knowledge of VBScript. VBScript is a relatively easy scripting language, but you must be familiar with it before you attempt to write callback scripts.

In this topic:

• Creating a callback script
• Writing your callback script
  • Testing your script for syntax errors
• Available script parameters
  • Contact
  • ListField
  • CallHistory
  • Configuration Variables
  • Result

Creating a callback script

You can access the call back script window by clicking create script (or edit script, to amend a script that has already been defined) in two places:

• In the callback tab of the task properties window;

• In the callback tab of the list properties window.

The callback script window is re-sizable and you can copy and paste text to and from it.

View image

 

Writing your callback script

When creating a callback script, you need to either:

• type the VBScript manually;

• paste VBScript code in from another source (e.g. a text file);

• import the code from another survey, if you already have a script set up there.

When you first open the callback script window, it  contains an explanation and a small script example. As is standard in VBScript, these lines begin with a single quote ('), as they are comments. A Microsoft reference page for VBScript can be found here.

The default content of the window gives a good basic explanation of how callback scripts work, and appears as follows:

' Here you can modify the regular callback behaviour.

' You can do this by modifying [Result.IsOverCallback], [Result.CallBackShift] and [Result.CallBackTime] any way you like.

'

' Some things to keep in mind:

'  - The result is initialized using the normal callback settings

'  - When changing [Result.CallBackShift], [Result.CallBackTime] will automatically be calculated

'     - If [Result.CallBackTime] is not modified, the first upcoming shift will be used

'     - Otherwise the first shift after [Result.CallBackTime] will be used

'  - You can also modify [Contact.Phone], [Contact.Email], [Contact.Priority], [Contact.AppointmentImportance] and all [ListField]'s

'  

'

'

' EXAMPLE:  Call missed appointments on the requested appointment hour (but the normal day)

'

'    If Not [Result.IsOverCallback] And [CallHistory.LastCallResult]0 And [CallHistory.LastCallResult]9 Then 'not over callback and no success or appointment

'      If [Contact.IsAppointmentTaken] Then 'appointment made in the past

'          If TimeValue([Result.CallBackTime])

'            [Result.CallBackTime] = DateValue([Result.CallBackTime]) + TimeValue([Contact.AppointmentTime])

'          Else

'            [Result.CallBackTime] = DateAdd("d",1,DateValue([Result.CallBackTime])) + TimeValue([Contact.AppointmentTime])

'          End If

'      End If

'    End If

Here are three further examples:

'Specific Rules for Resultcode 2 (busy) and sex (from lst)=1

If [CallHistory.LastCallResult] = 2 and [ListFields.sex]=1  Then

        'Set the callback time in 1 day running

        [Result.CallBackTime] = DateAdd("D",1,[CallHistory.LastCallTime] + [Contact.CallBackIdleTime])

End If

'Specific Rules for Resultcode 3 (No answer)

 If ([CallHistory.LastCallResult] = 3) Then

        'Set the callback time in 5 days running

        [Result.CallBackTime] = DateAdd("D",5,[CallHistory.LastCallTime] + [Contact.CallBackIdleTime])

End If

'Specific Rules for Resultcode 4 (Hang up)

 If ([CallHistory.LastCallResult] = 4) Then

        'Set the callback time in 5 days running

        [Result.CallBackTime] = DateAdd("D",5,[CallHistory.LastCallTime] + [Contact.CallBackIdleTime])

End If

Testing your script for syntax errors

It is good practice to test your script using the built-in testing tool. Note that this tool can only detect syntax errors; any logical errors (e.g. a possible, but undesired, callback rule) will not be detected, as AskiaField cannot know the intended function of your script.

To test your script's syntax:

1. At the top of the callback script window click test.

2. A window appears informing you whether any errors were found, or if the script is valid.

Script parameters

A list of available parameters can be viewed in the parameters drop-down list at the top of the callback script window. Click insert to place that parameter into the script window at the current insertion point.

Contact parameters

ListField parameters

CallHistory parameters

A note on CallHistory parameters:

All CallHistory.arr* variables contain the call history for the contact from after the latest recovery and latest derivation.  For example, if the contact had two calls by agent 1, the first at 12:00 (shift 1) and the second at 15h (shift 2), all arrays would contain two elements (one for each call). For example:

arrCallResult[0] = 3 arrCallResult[1] = 0

arrCallSubResult[0] = 0 arrCallSubResult[1] = 0

arrCallAgent[0] = 1 arrCallAgent[1] = 1

arrCallAgentName[0] = "agent 1" arrCallAgentName[1] = "agent 1"

arrCallShift[0] = 1 arrCallShift[1] = 2

arrCallTime[0] = 12:00 arrCallTime[1] = 15:00

Configuration variables

These variables contain the callback settings from the callback settings tab; they are read-only.

Result parameters

The following parameters are arrays containing the configuration data of all possible call results. These values are populated with the already-calculated values from the standard callback settings.