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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You now are ready to use this Sample Script: