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Custom Call Scripts

Set up Custom call scripts to distribute custom activities in queues and to work with custom fields in your custom activities.

Create a New Custom Call Script/Edit Custom Call Script

To create a custom call script from scratch, click Add new custom in the top right corner. To use an existing custom call script as a template for your new one, click Clone in the Actions column. To edit an existing custom call script, click its Title . The custom call script details will open. Fill out the Title and Description and select the queue the call script will be associated with. Activities with this call script can be distributed in the custom queue you select. Select a Colour and an Icon – these will be displayed when custom activities with the call script are part of a ticket. You can now set up your custom fields – see below.

Set up Your Custom Field Layout

Create a new custom record type or edit an existing one to open the call script details (see above).

  1. Drag a Container/Section from the Choose sections  list and drop it into the form field. Enter a title. Click the Settings buttonto set up default expand settings, a rich text description and dynamic visibility.
  2. Drag fields from the Choose fields  list and drop them intoyour container. Click the Split buttonto set up multiple columns and adjust their width using the plus and minus signs. Click the Settings buttonto set up a tooltip for agents (will appear in front of the field name), set dynamic visibility and set further options (Show in list, Show in activity, Hidden to agents, Read only, Required field, Rows of text – hover over the tooltip in Daktela to view a description of each setting).
  3. Repeat the process to set up all desired fields.
  4. Save your Record type.

Field type overview

Field type Agent use description Extra settings
Text Enter any text.
Textarea Enter any text – larger field. !!! warning Maximum number of characters for textarea is 17M characters. You can set up how many rows of text the text area will be.
Selectbox Select a value from a drop down list. If multiple values allowed, they will be in separate fields. !!! warning Maximum number of characters for selectbox is 128 characters. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. !!! warning If you remove or change an item, you will lose access to the value stored in the field in the Records module.
MultiSelectbox Select value(s) from a drop down list. All selected values will be in same field. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. !!! warning If you remove or change an item, you will lose access to the value stored in the field in the Records module.
Checkbox Select value(s) by checking boxes. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. !!! warning If you remove or change an item, you will lose access to the value stored in the field in the Records module.
Radio Select a single value by checking a radio button. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. !!! warning If you remove or change an item, you will lose access to the value stored in the field in the Records module.
Datetime Select or enter a date and a time.
Date Select or enter a date.
Time Select or enter a time.
Phone Enter a phone number. This field will only accept numbers. We recommend for you to set up regular expression the Format field to validate that the number is in the correct format.
Email Enter an email address. Only emails in the correct format will be saved.
Address Enter a place, a company or an address. Autocomplete function provides real-time suggestions for quick and accurate entry.
Url Enter a URL. Click the Globe button to open the URL in a new browser tab.