<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
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}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
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margin: 5px auto; display: block; float: none;
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box-sizing: content-box; border: solid 5px #CCC;
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box-shadow: 10px 10px 5px 0px #cccccc;
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img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
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</style><p><strong id="isPasted"><span style="font-size: 11pt;">Configuration</span></strong><span style="font-size: 11pt;"><strong id="isPasted"> > Tickets > Call Scripts</strong></span></p><p><span style="font-size: 11pt;"><strong id="isPasted">Configuration > Call Management > Call Scripts</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2733/" rel="noopener noreferrer" target="_blank"><strong id="isPasted">Call Scripts</strong></a></li></ul>
<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
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span.fr-emoticon {
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span.fr-emoticon.fr-emoticon-img {
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span.fr-emoticon {
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box-shadow: 10px 10px 5px 0px #cccccc;
}
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border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
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p {
margin: 0;
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span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
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border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
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text-align: left; margin: 5px auto 5px 0;
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.fr-fic.fr-dii.fr-fir {
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}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
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.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
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</style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 20.7275%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 27.6367%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 51.6602%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 20.7275%;">Test Script</td><td style="width: 27.6367%;">Button (Action Button Top Right)</td><td style="width: 51.6602%; text-align: left;">This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked.</td></tr><tr><td style="width: 20.7275%;" id="name">Script Name</td><td style="width: 27.6367%;">Free Text</td><td style="width: 51.6602%; text-align: left;">This will be the name of the Call Script as it appears elsewhere in the system.</td></tr><tr><td style="width: 20.7275%;" id="note">Notes</td><td style="width: 27.6367%;">Free Text</td><td style="width: 51.6602%; text-align: left;">The notes entered in this field will be used to describe the Call Script to others so they know what it is they're using.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Questions</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 21.2178%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 26.8432%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 52.0631%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 21.2178%;" id="questions">Questions</td><td style="width: 26.8432%;">Table</td><td style="width: 52.0631%; text-align: left;">Enter in the list of questions for the support technician to ask over the phone.</td></tr><tr><td style="width: 21.2178%;" id="sort_seq">Sequence</td><td style="width: 26.8432%;">Integer</td><td style="width: 52.0631%; text-align: left;">This value will dictate in which order the questions are asked during this script. A higher value will come further in the list.</td></tr><tr><td style="width: 21.2178%;" id="type">Question Type</td><td style="width: 26.8432%;">Single Select</td><td style="width: 52.0631%; text-align: left;">This choice will open up different fields below with which you can configure the type of question being asked to the call receiver. </td></tr><tr><td style="width: 21.2178%;" id="question">Question</td><td style="width: 26.8432%;">Free Text</td><td style="width: 52.0631%; text-align: left;">This field will appear as long as the question type is not "Show a Message". This will be the question that the Agent will be presented with as a prompt to ask the caller. This will be used as the answer header in the final transcript should a Summary not be set.</td></tr><tr><td style="width: 21.2178%;" id="summary">Summary</td><td style="width: 26.8432%;">Free Text</td><td style="width: 52.0631%; text-align: left;">This field will appear as long as "Show a Message" is not selected as the question type. This, if set, will be used as the answer header in the final transcript.<br></td></tr><tr><td style="width: 21.2178%;" id="input_type">Input Type</td><td style="width: 26.8432%;">Single Select</td><td style="width: 52.0631%; text-align: left;">This will determine how the entry of this value is submitted via the Agent. In different cases, this could be a single select from a list of choices, or a text field that can have anything put in it.</td></tr><tr><td style="width: 21.2178%;" id="choices">Choices</td><td style="width: 26.8432%;">List</td><td style="width: 52.0631%; text-align: left;">Should "Make a Choice" be selected as the Question Type, this will be available to list the choices available. Each choice can be given a sequence, which will dictate it's position in the list. There will then be the Text displayed by that choice, and a selection for which question should be asked next, off the back of that selection (the script can also be terminated at this point).</td></tr><tr><td style="width: 21.2178%;" id="update_field_id">Field to Update</td><td style="width: 26.8432%;">Single Select</td><td style="width: 52.0631%; text-align: left;">This will provide a list of fields to choose from which the answer to this question will be populated and attached to the ticket. </td></tr><tr><td style="width: 21.2178%;" id="next_question_id">Next Question</td><td style="width: 26.8432%;">Single Select</td><td style="width: 52.0631%; text-align: left;">This will present a selection for which question should be asked next, after this question has been answered (the script can also be terminated at this point).<br></td></tr></tbody></table>
