A Script is an ActionWare program that contains one or more pages of command prompts. The pages are presented in an order determined by the responses to the commands on the displayed pages. Pages are designed by your System Administrator to anticipate responses to questions and guide the user through a data gathering exercise.
Using a script automates the management of data on specific data layouts in contact records. This maybe as simple as verifying existing data to entering new data or even creating new contact records. Data can be entered quickly and selectively into fields that are scattered throughout various panels in an ActionWare contact record. Scripts are designed for a specific data layout and can only be used for that data layout.
You might want to run a script to:
Conduct Customer Satisfaction Surveys and record the results in the ActionWare database
Train a new telemarketing or customer service employee in data entry
Conduct Marketing Surveys to determine what new products your company might develop to meet your customer's needs.
Enter forecast updates in the ActionWare database
Guide a Customer Support Representative through problem determination and record information on the customer's contact record.
Concept of Script Use
Scripting is an automated method for performing selective data entry in fields that may be scattered on various panels in a particular data layout of a contact record. Each script is designed for a specific data layout and can only be used with the data layout for which it is designed. You can use a mix of predefined fields and user entered data values. In versions 6.20 and higher you can add a new contact record using a script. Previously it could only be used to update data in an existing contact record. If the Scripting programs are needed to add a new contact record than the System Administrator will have to do a onetime setup to make that feature accessible in using Scripts.
Scripts are usually created in advance by the System Administrator and saved for the convenient use of all. However, it is not necessary that Scripts be designed by a System Administrator. Any user who has a need to automate a process of completing several steps in a task could benefit from creating a Script, especially if the tasks involve data entry into a particular data layout in a contact record.
Using a Script for the task of conducting a customer satisfaction survey and recording the results of that survey on the customer's contact record is an excellent example to conceptualize a simple Script. Effective Scripts are no more than writing down each individual step in a task. The assumptions for this example are:
You have several questions to ask a customer that will allow you to gage their satisfaction with your services
Each customer has a contact record in the database
Fields exist on that contact record in a one or more panels in a particular data layout
The task of performing a customer satisfaction survey would most likely be:
Decide which customer's are to be contacted for the survey: Often such survey's are conducted by geographical area's or by salesperson's territories.
Decide if the survey is to conducted by phone or mail, fax or other such as email or onsite visits: If this is only a phone survey, creating the Script will be the only consideration. If contact is by other means than you will need to design a document to be used by the salespersons or to bed mailed, faxed, emailed. If the survey is in the form of a document only with no follow up by phone than your Script for data entry would be much different than one using phone contact.
Decide what questions are to be asked in the survey: Define your questions so that they can be easily answered in Yes/No questions, as much as possible, so as to minimize the impact to the customer in terms of using their time to accomplish your survey. Arrange the questions in a logical flow, again to minimize any discomfort to the customer in participating with your survey. Make the survey as short as possible.
Ensure that fields are available in the database to receive the results of the data generated by the survey: Your System Administrator will have to setup any fields that might not exist that are specific to your survey. Typically, many of our customers who use Script have set aside a panel specifically for surveys. What they do is create a number of fields with Yes/No (listboxes as well) along with longer fields that can be used to type text responses to various questions. There is often a field that is used to describe what the survey is intended to accomplish along with a field to express the survey date and when it was completed. With these types of fields you can, using Script for data entry, reuse them as surveys are completed and new surveys occur. The resulting reports stand as the record of overall performance to measure customer satisfaction. Once the report is published the fields maybe left with the data until such time as a new survey is ready to start. When that time happens the System Administrator should clear all fields of data in preparation for the next survey.
Using a panel full of fields in this manner also means that you do not have to confine your surveys to one department. Imagine that their are contact records that have a field that designates whether or not the contact is a customer or a prospect and further that you are using a filter to group customers and prospects. One department, customer service has an customer satisfaction survey in progress and another department, sales has a survey in progress to all prospects to see what goods or services they need in the next six months. One panel would serve both departments in their survey needs without conflict to one another.
Create a Script in ActionWare to record the results of the survey on the customer's contact records: Each page of a script is one step in the survey process. The 1st page of the Script might be instructions to the user performing the Script letting them know what is intended by the survey. A subsequent page maybe specific words that are to be used when speaking with the customer such as, "GoodDay, I am calling from ABC Company and would like to update our current data for customer service, would you have two minutes to help me ensure that we have the correct information to help you with our products should you need customer service?" The Script might include a display of the customer's name, address and phone numbers. Part of the survey might be to review these important basic pieces of data to ensure that they are current. If the customer says Yes, the next page is displayed and prompts are available to the user with all of the questions currently in the survey. The answers are typed into the Script and the data is automatically placed in the appropriate fields on the customer's contact record.
If the customer says No, the next page is usually one that expresses the possibility of contact at a later day, such as "Thank you, I am sorry this is not a good time to be calling, is there sometime tomorrow that I might call back for two minutes of your time? or is there perhaps a another individual that I should be contacting for this information? In any event the last page always thanks the customer for their patience and time in responding to the survey.
Once the survey is concluded and the data entry completed, create a report that would provide the overall results of your efforts so that you can determine what level of satisfaction exists with your current customers: Most of our customers use IBM's Query for iSeries (formerly Query/400) for their report writing purposes. We have a direct interface in ActionWare to this product, however, you are welcome to use any report writing product that suits your needs. Your System Administrator can help you with the creation of your report. You might wish to store the report in ActionWare under a contact record established exclusively for surveys. The PID could be CUSTSERV and the SID could be SURVEY. An activity could be created for each survey with an activity note describing what the survey intended to accomplish. Once completed you could not only update the activity as completed but type an additional activity note describing a brief summation of the results plus give the report name and where to find it. If it is a query don't forget to record where it is stored and how it can be accessed in the future. If the results are in a document (WORD or EXCEL) than you can store the document is the CUSTSERV folder and view the report on the screen as needed. You'll have to indicate name of the document (survey report) in the activity note.
If the Scripting programs are needed to add a new contact record (ActionWare versions 6.20 and later) than the System Administrator will have to do a onetime setup to make that feature accessible in using Scripts.
To create a new Script you will need to access the Scripting Menu:
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Key: |
What happens: |
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O |
Other Options |
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S |
Opens the Scripting menu which allows you to create new or maintain existing Scripts |
The screen looks like this:
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Work with Scripts |
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Type options, press Enter. 2=Edit 3=Copy 4=Delete 5=Display 6=Print pages 7=Rename 9=Print flowchart |
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Opt |
Script Name |
Script Description |
Layout |
Status |
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F3=Exit |
F6=Add |
F12=Cancel |
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To add a new Script
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Key: |
Options: |
What happens: |
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F6 |
Add |
The add a Script prompt appears at the bottom of the screen |
The prompt looks like this:
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Script Name _________ |
Data Layout for Script __ |
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Description ________________________________ |
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F3=Exit |
F12=Cancel |
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Prompt: |
What happens: |
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Script |
8 character prompt used to define the Script Name |
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Data Layout |
1 character prompt used to define data layout for this particular Script |
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Description |
35 character prompt used to describe this particular Script |
Press Enter, and another prompt appears so that you can add the 1st page of your new Script
The prompt looks like this:
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Script XXXXXXX |
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Add next page ___ |
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F3=Exit |
F12=Cancel |
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Prompt: |
What happens: |
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Add next page |
2 character prompt used to define the Page ID in the Script, default is AA. (next page would than be BB, CC, DD, etc. You can choose whatever Page ID you desire or stay with the defaults. |
Press Enter, and the Script Maintenance screen appears.
The screen looks like this:
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Script Maintenance |
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Script Name: XXXXXXXX (example only) |
Page Number AA |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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Page AA, Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields
This prompt allows you to define which of fields you might wish to appear at the top of the screen for the user when the Script is run (active, being used). The defaults are:
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Field ID: |
What happens: |
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COM |
Company name data is displayed |
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CON |
Contact name data is displayed |
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AD1 |
Address line 1 data is displayed |
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CIT |
City data is displayed |
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STA |
State data is displayed |
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ZIP |
Zip Code data is displayed |
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TL1 |
Telephone line #1 data is displayed |
Using a sample Script we will create a Customer Survey on data layout 3 to review addresses and phone numbers. This sample is very basic. You could add several pages detailing customer satisfaction questions as well. Your Script can be as extensive and as long as you wish or need. Taking each section of this screen individually we will continue to create pages until the Script is ready to for use.
For our sample we will want to see the following fields displayed at the top of the screen when the Script is in use:
Page AA, Fields to display on top of screen: COM AD1 AD2 CIT STA ZIP TL1 F4 for Fields
Our Script will display the Company name, address lines 1 & 2, City, State, Zip code and the telephone number in field TL1 which is associated with the general telephone number. You should always examine the data in your fields to ensure that you are asking for a display of meaningful fields. Your use of the fields maybe different from general use.
The Script Maintenance screen will now look like this:
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number AA |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM AD1 AD2 CIT STA ZIP TL1 F4 for Fields |
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On our first Page AA, we will type instructions to the user of the Script. These instructions will appear in the middle portion on the Script Maintenance screen. Once typed the instructions the Script Maintenance screen will now look like this:
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number AA |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM AD1 AD2 CIT STA ZIP TL1 F4 for Fields |
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We need to contact each customer to verify the current address and phone #. |
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The display at the top of the screen will give you most of this information. |
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You will need to verify the current information with the customer. |
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Once you have dialed the phone number, identify yourself and explain that you |
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need to verify address & phone information in order for customer service to |
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be able to help them. PRESS F |
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This text that we are typing does NOT wrap around, you will need to work with your sentences in the Script Maintenance screen to make sure that when viewed by the user, the lines are easy to read. Now that we have typed some instructions on the AA page we want to have the user move to the next page. To do this you will need to key a value (we chose F) in the Opt column with an associated new page. BB will be our next page number, key BB in the Pg column on the same line at the Opt F.
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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F |
BB |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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When you are finished with this 1st page, Press Enter to save it to the Work with Script screen and to prompt for the next Add next page prompt.
We need a 2nd page of instructions, a Page BB.
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Script Sample |
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Add next page BB |
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F3=Exit |
F12=Cancel |
Press Enter, and the Script Maintenance screen appears. We will continue to type instructions to the user of the Script so that they will know what is required of them in using the Script. Now that we have typed the balance of the instructions that started on Page AA we want to have the user move to the next page. To do this you will need to key F in the Opt column with CC in the Pg column on the same line at the Opt F.
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number BB |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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Once you have dialed the phone number, identify yourself and explain that you |
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need to verify address & phone information in order for customer service to |
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be able to help them. Press F |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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F |
CC |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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Now we will need a 3rd page, a Page CC.
When you are finished with the 2nd page, Press
Enter to save it to the Work with Script screen and to prompt
for the next Add next page prompt.
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Script Sample |
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Add next page CC |
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F3=Exit |
F12=Cancel |
Press Enter, and the Script Maintenance screen appears. We will now type the Script prompts for the user. We want them to identify themselves and to explain briefly why they are calling. The fields that have been chosen to display at the top of the Screen include the complete address of the customer. To be effective with the Script we must guide the user through the project allowing for responses from the customer to various questions asked in the process. In this page we want to verify the address we have. Is it correct? A Yes response requires a different page in the Script than a No response.
If the answer is Yes the Script should move forward to a Page that asks if the phone numbers are correct, so we will want the user to Press Y for Yes to make that happen. If the answer is NO, we will want to update the fields in the database that contain the Street, City, State, and Zip Code. Having the user Press N will take them to a different "new" page that will allow for the entry of these fields. Key Y in the Opt column, Yes in the Value column and DD in the Pg column. Also Key N in the next space in the Opt column, No in the Value column and EE in the Pg column.
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number CC |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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"Hello, my name is *****, I am calling from ABC Company and need to verify |
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your current address and phone number for customer service. I show that the |
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address is > > > > > > > > (read the address at the top of the screen), |
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Is this address correct? Press Y for Yes |
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Press N for No |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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Y |
Yes |
DD |
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N |
No |
EE |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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We now need a Page DD so
that the user can verify the phone numbers. When you are finished
with the 3rd page, Press Enter to save it to the Work with Script
screen and to prompt for the next Add next page prompt.
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Script Sample |
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Add next page DD |
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F3=Exit |
F12=Cancel |
Press Enter, and the Script Maintenance screen appears. We want the users to thank the customer for their help in updating the address and to now review the telephone numbers. Using a period . plus and ampere sign and the field ID of TL1 (for telephone field #1), like this .&TL1 you will be able to display the data in that field on that contact record in the Script. We have imbedded that code and field ID to do just that and display the current phone number in the Script. In this page we want to verify that the telephone number we have. Is it correct? A Yes response requires a different page in the Script than a No response.
If the answer is Yes the Script should move forward to a Page that asks if the fax telephone number is correct, so we want the user to Press Y for Yes to make that happen. Key Y in the Opt column, Yes in the Value column and GG in the Pg column. If the answer is NO, we will want to update the telephone field with the correct number. Having the user Press = (the equal sign) will allow them to type the correct telephone number, in the Script, and have it update the field on the database at the same time. After typing the new phone number they will need to Press Enter to move to Pg GG to review the fax telephone number. Key GG in the Pg column next to the FLD (field ID) of TL1. We will build they Page later in the Script.
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number DD |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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"Thank you for verifying the address, it will be very helpful should your |
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company need to contact customer service. |
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I called you on phone # &TL1 |
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"Is that the correct phone number? If Yes, Press Y |
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If No, Press = and type the correct # |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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Y |
Yes |
GG |
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= |
TL1 |
GG |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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We now need a Page EE so that the user be sure to update the addresses from a No response to Pg CC. When you are finished with the Page DD, Press Enter to save it to the Work with Script screen and to prompt for the next Add next page prompt.
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Script Sample |
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Add next page EE |
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F3=Exit |
F12=Cancel |
Press Enter, and the Script Maintenance screen appears. In this Page we are going to use the function key F15 Long Fields so that entry of the Street address will have enough room should the address line be very long.
Press F15. In this Page we want to update the fields that contain the very lines of addresses in the database. AD1 is the first line of the address and AD2 is the 2nd line of the address and is often used for Suite numbers. Having the user Press = (the equal sign) will allow them to type the correct address for the first line. If there is NO Suite # they need to Press ENTER to move to Page FF. Using tab will take them to the 2nd line of the address where they can type the Suite # if one exists, than they must Press ENTER to move to Page FF.
The Script Maintenance screen will look like this:
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Script Maintenance |
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Script Name: Sample (example only) Page Number EE |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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I'd like to correct your address on our records, please" |
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What is the correct street address? (type 1st line of address) If there is NO Suite # Press ENTER |
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Is there a Suite #? (Tab to the next line, type 2nd line of address) |
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If no Suite # or 2nd line of the address Press ENTER |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
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= |
AD1 |
FF |
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= |
AD2 |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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We now need a Page FF so that the user can continue to update the address. When you are finished with the Page EE, Press Enter to save it to the Work with Script screen and to prompt for the next Add next page prompt.
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Script Sample |
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Add next page FF |
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F3=Exit |
F12=Cancel |
Press F15 this will change the Script Maintenance screen to normal lines. In this Page we want to continue to update the fields that contain the address data. The first field is for City and is CIT. The 2nd field is State and the field ID is STA. The 3rd and last field is Zip Code and is field ID ZIP. Having the user Press = (the equal sign) will allow them to type the correct City name for the first line. They need to Press TAB to move to the 2nd field State where they can now type that information. Another TAB and they can type the Zip Code. Once they are finished typing all of the data they must Press ENTER to move to Page DD. Page DD has already been built and will move them through updating the telephone numbers.
The Script Maintenance screen will look like this:
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number FF |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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What is the correct City name? (Press = type City Name) |
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What State? (Tab to the next line, type State) |
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What is the Zip code? (Tab again, type Zip Code) |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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= |
CIT |
DD |
= |
STA |
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= |
ZIP |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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We now need a Page GG so that the user can update the fax phone number. When you are finished with the Page FF, Press Enter to save it to the Work with Script screen and to prompt for the next Add next page prompt.
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Script Sample |
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Add next page GG |
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F3=Exit |
F12=Cancel |
We want the users review the fax telephone number. Using a period . plus and ampere sign and the field ID of TL2 (for telephone field #2), like this .&TL2 you will be able to display the data in that field on that contact record in the Script. We have imbedded that code and field ID to do just that and display the current phone number in the Script. In this page we want to verify that the fax telephone number we have. Is it correct? A Yes response requires a different page in the Script than a No response.
If the answer is Yes the Script should move forward to a Page that concludes the Script and thanks them for their participation in the Customer Survey. Page HH will be our last Page in the Script.
If the answer was No for the fax telephone number , having the user Press = (the equal sign) will allow them to type the correct fax telephone number, in the Script, and have it update the field on the database at the same time. After typing the new phone number they will need to Press Enter to move to Pg HH to finish the Script.
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number GG |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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"We show that your fax phone number is &TL2" |
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Is that a correct fax phone #? If no, Press = type correct fax # |
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If yes, Press Y |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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= |
TL2 |
HH |
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Y |
Yes |
HH |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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We now need a Page HH to conclude the Customer Survey and to Exit the Script. Press Enter to save Page GG to the Work with Script screen and to prompt for the next Add next page prompt.
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Script Sample |
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Add next page HH |
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F3=Exit |
F12=Cancel |
This Page is the easiest of all. We are going to use X for Exit after typing a farewell to the customer.
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Script Maintenance |
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Script Name: Sample (example only) |
Page Number HH |
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Description: Sample Script for Customer Survey, Address, Phone Number review. |
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Fields to display on top of screen: COM CON AD1 CIT STA ZIP TL1 F4 for Fields |
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"Thank you so much for your time" |
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Press X to Exit the Script |
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Enter the options, value/field to update and page to branch: |
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Opt |
Value |
FLD |
Pg |
Opt |
Value |
FLD |
Pg |
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X |
Exit |
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F3=Exit F4=Prompt F12=Cancel F15=Long Fields |
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The Script recognizes the X for Exit and closes your newly created Script. The Work with Scripts screen now looks like this:
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Work with Scripts |
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Script Name/Description .: Sample Data Layout for Script . .: 3 |
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Type options, press Enter. 2=Edit 3=Copy 4=Delete 7=Rename |
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Opt |
Pag # |
First line of text in Script page |
** Comment ** |
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AA |
We need to contact each customer to verify the |
* Starting Page |
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BB |
Once you have dialed the phone number, identify |
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CC |
"Hello, my name is *****, I am calling from ABC |
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DD |
"Thank you for verifying the address, it will be |
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EE |
I'd like to correct your address on our records, |
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FF |
What is the correct City name? (Press = type |
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GG |
"We show that your fax phone number is &TL2" |
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HH |
"Thank you so much for your time" |
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F3=exit F6=add F8=attributes F9=display F12=cancel F14=print |
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To start using this Sample Script, create a filter for all of the customer that you want to contact.
Once the filter is active you will use the following commands to begin using the Script:
Press Y: At the very bottom of the 1st contact record in the filter the following prompt appears.
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Script name: |
__________ |
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Initial page: |
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You may type the Script name or use F4 for a list of available Scripts. Our sample Script is called Sample. If you leave the Initial page prompt blank it will start the Script at the 1st Page. Press Enter to run the Script.
The name of the last Script used will be retained as a default in this prompt. When you complete the Script on the first contact record in your Filter, all you will need to do is Press F for Forward to move to the next contact record in your Filter and Press Y. The Script name has been retained as a default so all you will need to do to start the Script on this new contact record is to Press Enter. Repeat this process until all of the contact records in the Filter have been contacted and updated using the Sample Script.
To edit an existing Script you will need to access the Scripting Menu:
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Key: |
What happens: |
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O |
Other Options |
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S |
Opens the Scripting menu which allows you to create new or maintain existing Scripts |
The screen looks like this:
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Work with Scripts |
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Type options, press Enter. 2=Edit 3=Copy 4=Delete 5=Display 6=Print pages 7=Rename 9=Print flowchart |
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Opt |
Script Name |
Script Description |
Layout |
Status |
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Sample |
3 |
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F3=Exit |
F6=Add |
F12=Cancel |
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To change or edit a Script
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Option: |
What happens: |
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2 for edit |
The Script is displayed with all of the Pages available for editing. |
Use Option 2 (Press Enter) next to the Page you wish to edit or use F6 if you need to add a new Page to this Script.
This is a new feature in Script with release of 6.20 and higher. Your System Administrator will need to setup an Extended Master Controls Option (EMCO) to allow for adding contact records by use of a Script. When setup you will be given a choice in Adding a Contact Record by Script. The keyword for the EMCO is ADDMETHOD and the values are:
P = Prompt for which add method to use, script or green screen
S = Add using script, do not prompt
N = or blank = Add using green screen
For more information on Extended Master Control Options see related topic: