Double entry scripts are needed for commands that have a 'skip tone' option within their preferences. A good example of this would be the 'Call Operator' command. This has a 'Skip tone' option that allows a user to move to the next command, upon pressing a touchtone on their keypad.

This script would look like:

Assuming the default greetings are used, this script would work like this:

1. Call Operator command answers with ""Thank you for calling. You are currently in a queue and will be transferred to an operator as soon as possible, please hold".

2. Call Operator Warn window immediately notifies the STFax operator that a caller requires their attention. This notification is via the interface and, as an additional option, via a sample assigned to the 'Call Operator' preferences. The STFax operator can choose to ignore the call, transfer the call, put the caller on mute or can wait until they are free to answer.

3. Call Operator Warn window counts down, based on the timeout set within the Call Operator preferences. ie. if the timeout is set to '30', the Call Operator Warn window will start to countdown from 30 to 0 seconds. In the meantime, the caller hears "We are trying to connect you to an operator....please hold".
   • If the operator chooses to intercept/answer the call, the standard Call Operator window will appear, where caller and operator can communicate.

4. If the operator ignores the call, and the timeout reaches '0', they are then played "All our operators are currently busy. Please press 1 to leave a message or continue to hold for an operator".
   • If the caller continues to hold, they are looped back to the Call Operator command, within ten seconds.

   • If the caller presses '1', the Call Operator command skips to the next command (which is 'Record Msg,' in our example).

You can have an dual command script that will 'timeout' if a caller doesn't press a touchtone on their keypad. An example...

1. The 'Transfer Caller' command could play "Hello...if you know the extension you require, enter this on your telephone keypad now, followed by the hash key, or wait to be transferred to an operator".

2. If the caller is aware of their correspondent's extension, they would enter this on their telephone keypad, and the 'Transfer Caller' command would transfer the caller to the chosen extension.

3. If the caller is unaware of their correspondent's extension, they would be able to hold for the STFax operator. STFax would have a timeout setting within the 'Transfer Caller' command (ie. timeout: 30) and, if no extension has been entered within 30 seconds, STFax would move to the next command - 'Call Operator'.

Example 3 : Transfer Options

You could have a dual command script that would ask the user to enter the extension of their correspondent. If, the caller doesn't enter an extension, the script would timeout and move to the next command.

1. The first 'Transfer Caller' command could play something like "Hello...if you know the extension you require, enter this on your telephone keypad now, followed by the hash key, or wait to be transferred to an operator" and wait for the caller to enter an extension.

2. If the first 'Transfer Caller' command was setup to timeout after, say, 30 seconds, the script would timeout and move to the next command.

3. The second 'Transfer Caller' command would have a fixed extension that is automatically dialed, if the caller hasn't entered an extension. For instance, if the caller doesn't enter an extension, they would be transferred to extension '20', which could be the sales department.