Cisco Cisco Collaboration Server Dynamic Content Adapter Maintenance Manual

Cisco Collaboration Server ScriptBuilder Guide – Version 5.0 

You create scripts to provide agents with rapid access to commonly shared 

information.  Scripts are associated with skill groups, and agents can use the scripts 
for their skill groups. 

These topics present more information about agents' use of scripts: 

•  Skill groups and scripts 

•  Script Viewer 

•  Sample agent script use 

A skill group represents a group of agents who share a common set of competencies.  

For example, your enterprise may have skill groups representing different 
departments or geographical regions.   

You must associate your scripts with skill groups in order to provide agents with 
access to the scripts.  ScriptBuilder allows you to associate skill groups with your 

ScriptBuilder and user-defined scripts.  You can associate scripts with any skill 
groups on your Collaboration Server.  Agents see the  scripts that are associated 

with their skill groups in the Script Viewer on the agent desktop. 

In addition to associating skill groups with scripts, either you or another 
administrator assigns each skill group a default script.   When a caller makes a skill 

group request and connects into a session, the default script for the caller's selected 
skill group opens automatically in the Script Viewer. 

If you want all agents to have access to scripts, each agent must be assigned to at 
least one skill group and you must associate scripts with those skill groups. 

Agents view the scripts for their skill groups in the Script Viewer area of the agent 
desktop. A script menu appears along the left side of the Script Viewer.  To view the 

content of a script, the agent clicks the script title.  To share a script item, the agent 
clicks an underlined item in the script. 

Each skill group is assigned a default script. When an agent connects a caller, the 

default script for the skill group associated with the caller's request opens in the 
Script Viewer.  The agent is free to switch scripts at any time should the default 

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