Script Editing
Learn how to edit scripts via Keyfax Admin Tools.
Scripts take the operator or end-user through a series of questions until an outcome is achieved. Decision making by the Scripts is performed by responding to Answers and other factors that can control the flow of script, e.g. Databoxes.
All Scripts (System, Master or Script Sets) are displayed and edited in the Scripting Grid. To edit, open the required Scripts, navigate to the Topic and click the Edit button. For new Topics, create the Topic first.
As per the header, the grid contains:
Script Step – the questions and options displayed in a hierarchical tree structure
Rec – if checked, the selected response is recorded and added to the fault/enquiry description
Act – indicates the type of action. These can be any of:
DBR
reads the contents of a Databox
DBW
writes to a Databox
LNK
Links to another script
MKR
denotes a Marker, used for deeper reporting
MSG
denotes a Message
PRI
sets a Priority
SVC
selects a Service code (aka SOR)
TSK
denotes a Task
Action – displays the selected Action
Next Step - indicates the next step to be taken from a drop down menu. This menu offers the following options:
Next Step
simply jumps to the next step (nothing is displayed in the grid)
End
the Script finishes (will then return to any calling Script)
Cancel
the Script will be cancelled
Submit
this defines where a Script will terminate and navigate to the results page
>FL
jumps to another Script Type (in this example, the code 'FL' denotes a script type named 'Frontline', meaning the Enquiries Script Type)
Section 1
go to a declared section of Script (you can name these as you wish - meaningful names will add clarity to your script!)
Adding Script Sections
To add a new script section edit the script then use the "Add" button within the toolbar to create a new script section. The new script section will appear at the very bottom of the script and the name can be changed by updating the section name displayed within the grid. Multiple Sections can be added.
Quick Editing
Items that you wish to include in your script are normally created in advance. However, to assist with editing, by right clicking on the Script Step or Action columns, context menus can be viewed, which allows for the creation of a new items, or to edit an existing Entity or Action.
Right clicking the Script Step column displays this menu:
...whereas right clicking in the Action column displays this menu:
Editing hints, tips & tricks
Adding an Action - if an Action is already in place against a Script Step, by dragging a new Action and holding the 'Shift' key forces the original item down a step, to allow the new Action to be in the correct place.
NOTE Keep an eye on the area above the Script grid as guidance or errors will be displayed here as you manoeuvre elements of your script, e.g.
Duplicating Actions - by holding the 'Ctrl' key and selecting a Message, Priority, Service Code or Task already being used, these can be duplicated and moved to other positions within the Script Grid. Displaying Properties - by double clicking on a script item a new tab will open that displays its current properties. Reordering Sections - a section can be moved in the Script Gird by clicking on the 'Action' Column and dragging and dropping it to the desired location. This can only be done above or below another whole section, rather then within a section. For clarity, Section headers are shaded and extend across the Script Grid.
Undoing your changes
Once you have made changes to your script, by clicking the Restore button you will be prompted with this message:
Get and Set Master
You will normally create your scripts within Topics at the Master level. When assigning Topics to a Script Set, links to the associated Master topic will be auto-generated, e.g.
By clicking 'Get Master' you will be prompted with this message:
By clicking Yes, the Master Script steps will be copied into the grid, replacing the current contents of the grid.
Script Links - some rules
The available Script links are dependent on the Script Type. Please be aware of the following:
Scripts within a Script Set can Link to Scripts within the same set, to Master and Systems Scripts
System Scripts can only Link to Custom System Scripts
Master Scripts can Link to Master Scripts and Custom System Scripts but not to Script Sets.
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