WhosOn V5 - Scripts

WhosOn Version 5 (http://www.whoson.com/v5whatsnew.aspx) has some great new features for users who want more advanced chat distribution among their agents.

We've used a VBScript compatible engine, which allows the script to access the data about the visitor (IP, Geo-Location, #Visits etc) and any pre-chat survey information that has been filled in, and use this to route the chat to the correct operator, send some automatic text, or cancel / block the chatter.

This means dynamic rules can be used to find existing customers, and pass through to the right sales person based on a database query, or just get the lead to the correct person immediately, rather than having to do a manual transfer after the event.

I'm working with some of our customers to provide the custom logic for what they need - here is the first example I have worked on:

Sub Main()

    ' commands start here

    CancelChatRequest = False

    Dim ticket As String

    Dim tr As String

    Dim p As Integer

    tr = ThisChatSession.PreChatSurvey

    p = InStr(1, LCase(tr), "ticket")

    If p > 0 Then

        p = InStr(p, tr, "") + 7

        ticket = Left(Mid(tr, p), InStr(p, tr, "") - p)

        AddToLog("Ticket: "  & ticket)

        Dim conn As New ADODB.Connection

        Dim adors As New ADODB.Recordset

        conn.ConnectionString = "DSN=Tickets;"

        conn.Open

        Set adors.ActiveConnection = conn

        With adors

            .Open("SELECT * FROM Tickets WHERE TicketNo = '" & ticket & "'")

            If Not .EOF Then

                Dim op As String

                op = LCase(.Fields("Operator"))

                ' check if operator is online

                For p = 0 To OperatorsConnectedCount - 1

                    If op = LCase(Operator(p).Name) And Operator(p).CurrentStatus <>

                        ' if operator is online or busy, send this chat to them

                        SendChatRequestToOperators = op

                        SendMessageToVisitor = "You are being connected to the assigned user for this issue - " & op

                        AddToLog("Script: Operator for issue online: " & op)

                        p = OperatorsConnectedCount

                    End If

                Next p

                If Not Len(SendChatRequestToOperators) > 0 Then

                    SendMessageToVisitor = "The operator (" & op & ") assigned to this issue is not online - transfering to Support"

                    AddToLog("Script: Operator for issue not online: " & op)

                    SendChatRequestToDepartments = "Support"

                End If

            Else

                SendMessageToVisitor = "The ticket number was not found - transfering to Support"

                AddToLog("Script: The ticket number was not found")

                SendChatRequestToDepartments = "Support"

            End If

            .Close

        End With

        Set adors = Nothing

        conn.Close

        Set conn = Nothing

    Else

        SendChatRequestToDepartments = "Support"

    End If

End Sub