ScriptMaker X Quick-Start Guide

FIRST - Be sure and Bookmark this page for future reference.

11-22-02

1. Please locate the icon shown above on your computer's Desktop and open it with your mouse (place your mouse on the picture and left-double-click to open). This will open the ScriptMaker III script set-up window shown below.

2. Select the type of script from the menu as shown below.

3. Once you have decided the type of script you are creating, left-click on the name as shown above.

4. Than, click on the "Scripts" tab at the top of the window, and select the "New Script" option. This will open the following screen.

5. Name your script. For our purposes here, we have named it "Sample". Select the folder (left-double-click) you wish to place it in, and then hit "Save". This will open up the "Script" template as shown below, and you can now begin creating the script.

6. The first step is to set up the "Dial-Answer" function. Begin by selecting the "Dial-Answer" option. Move your cursor over that line as shown below, and left-double-click.

7. This will open up the "Dial-Answer" screen.

8. The first decision to be made is whether or not you will be leaving a message if an answering machine answers. If the decision is "No", skip to Step 17, however, read through Steps 9-14 now as you will need them shortly. If the decision is "Yes", then select the "Tape" tab to the right of the empty line as shown below.

9. This will open up an empty wave file to create a recording.

10. Make sure that you have a microphone and speakers attached to the sound card of your computer (refer to your computer's manual).

11. The next step is to record a wave file. This first one will be the message you will leave if an answering machine answers. When you are ready, click on the red "Record" button on as shown above and start recording the message (this is only for the message to be left on answering machines. You will repeat this process for other parts of the script in future steps).

12. When you have completed your message, select the "Stop" button on the screen as shown above.

13. You will than have a screen as shown above. Press the "Play" button as shown below to listen to the message you have recorded. If you are unsatisfied and wish to re-record, simply repeat Steps 10 and 11.

14. When you are satisfied with the recording, select the "File" tab on the top left of the screen and left-click on the "Save As" option as shown below. This will save the recording you have just made. IMPORTANT - If you do not save the file, all the work done up until now will be lost.

15. After you have saved the file, exit out of the "WaveMaker" screen by clicking on the "X" in the upper right-hand corner as shown below.

16. This will bring you back to the "Dial-Answer" screen.

17. The next step is to select the number of "Dial Rings." This refers to the number of rings the system will wait before it hangs up and then calls the next number. The default is set to 5 rings. "Answer Rings" is used only if you are receiving inbound calls to the system. The default for that is set to 0 rings, and a normal setting would be 2 rings.

18. The next step is to click on the "Save" button in the lower right-hand corner to save all the work that you have just completed. IMPORTANT - If you do not save this data, all the work you just did will be lost.

19. When the Dial-Answer set-up has been saved, you will be taken back to the Main Template window.

20. The next part of the set-up is the "Statement 1". Select the "Statement 1" option with your mouse as before. This will open up the "Statement 1" screen as shown below.

21. The next step is to create the "Statement 1" message. This is your introductory message, such as, "Hi, this is John with the XYZ Company." Begin creating the "Statement 1" message by clicking on the "Tape" tab next to the empty line. Then, simply repeat Steps 9-14 as you did in creating the "Dial-Answer" message.

22. When the above steps have been completed, the file name "Statement1.wav" will appear in the Statement 1 window.

23. Click on the "Save" button as shown above to save all the work you have just completed. IMPORTANT - If you do not save this data, all the work you have just done will be lost.

24. When the "Statement 1" message has been saved, you will be taken back to the Main Template window.

25. Now, double-click on the "Question 1" option to begin that configuration. The "Question 1" script follows the "Statement 1" script, and this is where you will set up the decision-tree based on how you want to handle the call. The message you will record here can give the person that is listening the option to press 1 to leave a message (to request more information or have a salesperson contact them), press 9 to speak to a live person (if you have an ESC board), or press 8 if they want to be added to your Do Not Call list, for example.

26. This is what the "Question 1" screen looks like (above).

27. This is where you begin setting up the first part of the "Question 1" script. Click on the "Tape" button next to the blank line just like you did before. Then, repeat Steps 9-14 to record your message.

28. The above picture is what it will look after you have recorded the message.

29. Next, set up the "Parameters", beginning with the "Retry" function.

30. "Retry" is the number of times that the customer can attempt to select a number as instructed by the script. If they push the wrong button three times consecutively, they will hear an "Invalid Response" message (to be set up in upcoming steps), and the call will be disconnected.

31. "Range" does not need to be selected.

32. "TT-1" is the key the customer presses if they want more information. This will take them to the "Record Message" function (to be set up shortly) where they will be prompted to leave their name and number. "TT-1" should be set to 1.

33. TT-2 does not have to be used with this format and should be ignored for our purposes here.

34. Please make sure that "HangUp On Max Retry Exceeded" is checked. If this is not checked, all customers will be sent to the "Record Message" function regardless of what choice they make.

35. Next, record the "Invalid Msg" script. This is the message that will play if the customer hits a key that is not defined in the script, and it will play for the number of times that is selected in the "Retry" box. Start by selecting the "Tape" button next to the blank line, and then repeat Steps 9-14 as before to record this message. When finished, the screen above is what you will see.

36. Next, the "NoCalls Addition (TT 8)" box must be selected in order to give the customer the option to be removed from your calling list by pressing the 8 key.

37. Next, record the "NoCalls Msg" script. This is the message (such as, "Thank you. You will be removed from our contact list.") that will play when the customer presses the 8 key. Begin by clicking the "Tape" button next to the blank line, and then repeat Steps 9-14 as before. When finished, the screen above is what you will see.

38. Next, set up the "Agent Transfer (TT 9)" options. NOTE - this allows the customer to connect to a live agent, and applies only if you have an ESC board, or 3-Way Calling or Centrex Service from your carrier. If you wish to use this option, check the box next to "Agent Transfer (TT 9)". If not, leave it blank and skip to Step 45 where you will save your work so far.

39. If you have selected this option and are using an ESC board, select the "On Board 3-Way Calling" option. If you are using the carrier's 3-way calling, then select the "Phone Company 3-Way Calling" option, and if you have Centrex lines, then select the "Phone Company Centrex Service" option.

40. The next step is to record the "Transfer Msg". This is the message (such as "Your call is being transferred") that will play when the 9 key is pressed during the "Question 1" script. To record, start by pressing the "Tape" button next to the "Transfer Msg" line and then repeat Steps 9-14 as before. The screen shown above is what you will see when finished.

41. The next step is to record the "Hold Msg". This is the message that will play while the customer is waiting for the call to be transferred. Click the "Tape" button and repeat Steps 9-14 as before. The screen shown above is what you will see when finished. If you wish to play music on hold, any "wav" file that has previously been recorded and saved can be used by clicking on the "Folder" button next to this line, and then locating and selecting that file.

42. The next step is to put in the number to which the system will transfer the customer. It is imperative that you put all the digits in this box that the system needs to dial. If you are going through a key system where, for instance, you must first dial 9 to access an outside line to make a call, then you must first put a 9 and a comma in the "Call Number" line, followed by the complete number.

43. The next item that needs to be selected is the "Play Agent Message" box. This will announce to the agent (before the call is transferred) either the phone number that is being transferred or the client ID number, depending on which you choose below "Agent Msg". For our purposes here, ignore the "Agent Msg" script itself.

44. Next, record the "NoAgent Msg" by clicking the "Tape" button next to that line and repeating Steps 9-14 as before. This is the message that will play to the customer if no agent is available and the call has not been transferred after approximately 40 seconds. After playing this message, the system will automatically transfer the customer to the "Record 1" message (to be set up shortly), and their corresponding response will be saved in the "Messages" folder.

45. Next, it is vital that you click on the "Save" button before exiting. IMPORTANT - If you do not hit "Save", all the work done in this portion will be lost.

46. When you hit "Save", it will bring you back to the Main Template.

47. The next part of the set-up is the "Record 1" function. Select "Record 1" on the template with your mouse.

48. This will open the "Record 1" screen as shown above.

49. Next, record the "Record 1" message. This is the message that is played if the customer presses the 1 key in "Question 1" and where, for instance, they can be prompted to leave their name and number in order to be contacted by a salesperson. At the end of the "Record 1" message a tone (inserted automatically by the system) will be played, and then the caller can leave their message. To begin recording the "Record 1" message, hit the "Tape" button and repeat Steps 9-14 as before.

50. The next step is to set up the "Parameters" field. The "Hit" box must be checked, so that you are notified every time a message is left. It is suggested that "Record Time" be set at 60 seconds, so that the line is not tied up too long. On the right of this screen there is an option for "Serial" or "Phone #". If you select "Phone #", it will assign the customer's phone number as the name of the saved file that is their message.

51. The next step is to select the "Msg Prefix" folder. Click on the yellow folder to the right of this line, and it will automatically create a folder when a customer leaves a message.

52. Now, hit "Save". This will bring you back to the main template. IMPORTANT - If you do not "Save", all the work done will be lost.

53. The next step is to set up the "Hangup 1" function.

54. Double-click on "Hangup 1" as shown above.

55. Next, record the "Hangup 1" message. This is the message (such as, "Thanks! One of our representatives will contact you shortly.") that is played after the customer has left their message in the "Record 1" portion. Begin by clicking on the "Tape" button next to the empty line, and then repeat Steps 9-14 as before. The screen above is what you will see when finished.

56. Now, hit "Save". This will bring you back to the main template. IMPORTANT - If you do not "Save", all the work done in this portion will be lost.

57. At this point the script is essentially complete, but there is one final step that must be done or all your hard work up to now will be lost. The entire script has to be saved before you exit ScriptMaker III.

58. Select the "Scripts" tab at the top of the ScriptMaker III Main Template. This will then give you a drop down menu. Select the "Save Script" option.

59. This will bring up the window shown above, and will display the name you gave the script. Hit "Save". IMPORTANT - If you do not hit "Save" before exiting, ALL your work will be lost.

CONGRATULATIONS! Your script is now complete, and you can exit ScriptMaker III.

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