Cisco Cisco Collaboration Server Dynamic Content Adapter Maintenance Manual

Cisco Collaboration Server ScriptBuilder Guide – Version 5.0 

script not address the caller's needs. 

The Script Viewer appears as follows: 

 

In the example above, Eastern Sales is a ScriptBuilder script.  The script contains an 

editable chat message entitled Greeting, and two Web pages, entitled Sweaters and 
Coats and Order Form.   

The following scenario describes sample agent script use: 

Amy is browsing a clothing company’s Web site looking for a birthday gift for her 
mother.  Amy knows her mother's height and weight, but not her size.  She finds a 

red wool sweater that she thinks her mother would like, but cannot locate a sizing 
chart on the Web site and wonders how soft the wool is.  If the wool will irritate her 

mother's skin, she wants to purchase a matching turtle-neck shirt.   

Amy sees a "Chat with a Customer Service Agent" button on the Web page.  She 

clicks the button, enters her name on the resulting form, and submits her request. 
Because Amy was viewing the Women's Winter Clothing area of the Web site, her 
request is assigned to Roger, a multi-session agent with expertise in women's winter 

apparel.  Once her request is connected, the Caller Control Panel opens on Amy's 
browser and her name appears on Roger's Active list.  He selects her name from the 

list and enters a Chat session with Amy.  The page she was on when she clicked the 
"Chat with a Customer Service Agent" button opens in Roger's shared view browser.    

Because Amy made her request from the Web page describing winter clothing for 
women, the default script for the Women's Apparel skill group opens in the Script 

Viewer.  Roger selects a greeting chat message from the script.  The message, "Hi.  
How can I help you?" appears in the Chat Text area of Amy's Caller Control Panel.   

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