Additional Designer elements

Use the additional CCaaS Designer elements as follows.

addSkillvalue

<addSkillvalue="defaultSkill" default: "" />

Use this element to add CCaaS skills to the current call.

arrivalTimeBiasvalue

<arrivalTimeBiasvalue="30"default: "" />

Use this element to modify the arrival time bias for the current call. The lower the value, the higher you move the call in the queue.

callerMessagevalue

<callerMessagevalue="This is a test call."default: ""/>

Use this element to configure a custom message to be displayed to the agent when the caller is connected.

callerNamevalue

<callerNamevalue="John Doe" default: "" />

Use this element to configure the caller's name.

callSetNamevalue

<callSetNamevalue="defaultQueue" default: "" />

Use this element to identify the CCaaS queue to submit the current call to. If this element is identified multiple times, it overrides all previous settings. Only the last setting takes effect.

callerURLvalue

<=http://www.cosmocom.com default: "" />

Use this element to configure the caller's URL. When the caller is connected to the agent, this URL can be displayed to the agent.

conditionalexpr

Use this element to control the flow of the application. It has two forms.

In the following form the expression evaluates to either True or False. Thus the only "Case" sub-elements specified are True and False. If the expression evaluates to True, then execution jumps to the "value" attribute specified in the True Case. Similarly, if it evaluates to False, then execution jumps to the "value" attribute specified in the False Case.

The expression is in the form of a standard VBScript expression. Any variable names referenced in the expression must have been previously assigned using the "assign" element. The "value" attributes are in the same form as the value attribute of the "goto" element.

<conditionalexpr="a > 3" default: "" >

value="#nextBlock" default: "" />

value="Ivr.xml" default: "" />

In the following form the "conditional" element acts more like a switch/case statement. In this statement the expression can evaluate to multiple values. It is usually just a variable name.

<conditionalexpr="line.DNIS" default: "" >

value="#nextBlock" default: "" />

value="Sales.xml" default: "" />

value="Support.xml" default: "" />

*...

*value="Info.xml" default: "" />

optionalParametervar

<optionalParametervar="VarName" default: ""

value="abc123" default: "" />

Use this element to configure CCaaS optional parameters. Optional parameters are variables that are assigned to the caller and can be accessed at any time during the call, even after it is connected to an agent. Typically additional information about the caller is set in optional parameters, such as, account number, or phone number.

removeSkillvalue

<removeSkillvalue="defaultSkill"default: ""/>

Use this element to remove CCaaS skills from the current call.

sendEmail server

<sendEmail server="MailServer" default: ""

[email protected] default: ""

subject="Test email" default: ""

body="Hi, just testing." default: ""

attachment="test.wav" default: "" />

Use this element to send an email. It uses SMTP (Simple Mail Transport Protocol).

The following table describes the sendEmail server attributes.

Attribute	Description
server	The SMTP mail server name.
recipient	The email address of the person to send the email to. For multiple recipients separate the address using a semi-colon ( ; ).
cc	The email address of any carbon copy recipients. For multiple recipients separate the address using a semi-colon ( ; ).
bcc	The email address of any blind carbon copy recipients. For multiple recipients separate the address using a semi-colon ( ; ).
subject	The subject of the email.
body	The body of the email.
attachment	The names of files to attach to the email. . For multiple files, separate them using a semi-colon ( ; ). The files must reside on the local hard drive of the CCaaS Connection Server.

unQueue and reQueue

call cosmocall.unqueue

'now that the call is unqueued you can do whatever

'such as 'set cosmocall.terminate = true and let the call be terminated immediately

'or change the skills and do this:

call cosmocall.requeue

'which resubmits the call (possibly rejected or rerouted...)

Use unQueue and requeue in the Music on Hold While in Queue script. These functions allow the script to remove a call from a queue and re-queue the call if desired. The unQueue function immediately removes a call from the queue. An example of how this may be used is to unqueue the call and send it to voicemail. The reQueue function resubmits the call to the system by calling the Call Arrival script. These features may be applied to any call type. There are no arguments for either the unQueue or reQueue functions.