Some version of script I used to kick ass at a callcenter long ago #autohotkey #macros #ahk

callcenter.ahk

;Create Menu
Menu, MyMenu, Add, Attempt 1, attempt1
Menu, MyMenu, Add, Attempt 2, attempt2
Menu, MyMenu, Add, Attempt 3, attempt3
Menu, MyMenu, Add  ; Add a separator line.
Menu, Mymenu, Add, Already Resolved, resolved
Menu, Mymenu, Add, Assigned Attempt, assigned
Menu, MyMenu, Add, CMD, PSEXEC
; Create Submenu Items
Menu, Submenu1, Add, Emailer 1, email1
Menu, Submenu1, Add, Text 1, text1
Menu, Submenu1, Add, Send 2, email2
Menu, Submenu1, Add, Text 2, text2
Menu, Submenu1, Add, Send 3, email3
Menu, Submenu1, Add, Text 3, text3
Menu, MyMenu, Add ; Seperator line
Menu, Submenu2, Add, Employee Ace, empace
Menu, Submenu2, Add, EBP Ace, ebpace

; Create a submenu to contain items
Menu, MyMenu, Add, Email, :Submenu1
Menu, MyMenu, Add
Menu, MyMenu, Add, Ace, :Submenu2
Menu, MyMenu, Add
Menu, MyMenu, Add, History, history

return

Xbutton2::
#`::
Click
Menu, MyMenu, Show  ; Hotkey to pop the menu
return

text1:
SendInput Was not able to reach customer so sent an email with ticket number and callback number 813-978-2924{enter}lsc/agans/d
Send {shift down}{tab 3}{shift up}{Right}{tab}
FormatTime, TimeString,,Mdd
SendInput {bs 20}dma/1em/%TimeString%
Send {tab}{bs 15}813-978-2924{tab}
Sleep 500
Send {bs 10}
date := A_Now
date += 7, Days
FormatTime,wday,%date%,wday
If wday = 1
today += 1, Days
FormatTime,date,%date%,MM/dd/yy
Send %date%{shift down}{tab 4}{shift up}{right 2}{tab 5}{bs 12}
FormatTime, fulldate ,,MM/dd/yy
Send %fulldate%{tab}
FormatTime, 24hrtime ,,HH:mm
Send {bs 12}%24hrtime%
return

text2:
SendInput Still unable to contact customer at numbers provided in ticket, sending an email with ticket number and contact number 813-978-2924.  Also noted that this was our second attempt at contact.{enter}lsc/agans/d
Send {shift down}{tab 3}{shift up}{Right}{tab}
FormatTime, TimeString,,Mdd
SendInput {bs 20}1em/dma/%TimeString%
Send {tab}{bs 15}813-978-2924{tab}
Sleep 500
Send {bs 10}
date := A_Now
date += 7, Days
FormatTime,wday,%date%,wday
If wday = 1
today += 1, Days
FormatTime,date,%date%,MM/dd/yy
Send %date%{shift down}{tab 4}{shift up}{right 2}{tab 5}{bs 12}
FormatTime, fulldate ,,MM/dd/yy
Send %fulldate%{tab}
FormatTime, 24hrtime ,,HH:mm
Send {bs 12}%24hrtime%
return

text3:
SendInput Sent customer an email explaining that ticket has been closed and to please call 923-help to submit a new ticket if needed.{enter}lsc/agans/d
Send {shift down}{tab 2}{shift up}{Right}{tab 2}{bs 15}
SendInput Closing ticket due to lack of contact{enter}lsc/agans/d
Send !fr
Sleep 300
Send {enter}
Sleep 3000
Send {shift down}{tab 3}{shift up}{Right 2}{tab 6}{bs 8}
return

;Gui for Info Email

;Email Gui for attempt 1
;Start at customer tab
email1:
SetKeyDelay,50
clipboard =
Send {tab 21}^a^c
ClipWait
ClipEmail := Clipboard
clipboard =
Send {tab 28}^a^c
ClipWait
ClipTitle := Clipboard
msgbox %ClipEmail% and %ClipTitle%
Send !t{down 2}{enter}
Sleep 1000
SetKeyDelay,400
SendInput %ClipEmail%
Send {tab 4}
Sendinput Regarding ticket with title "%ClipTitle%":{enter 2}We were unable to contact you at the telephone number provided.  Please call the Tier 2 Helpdesk at 877-552-2011 and refer to your ticket number.  Please ask to be transferred to the second level helpdesk. {enter 2}Thanks,{enter}Daniel{enter 3}Please note that this mailbox is not monitored and email will not be replied to.  For questions please contact the helpdesk by telephone at 877-552-2011.
return




;email gui for attempt 2
email2:


;email gui for attempt 3
email3:

empace:
Run c:\windows\system32\cmd.exe
WinActivate c:\windows\system32\cmd.exe
Sleep 1000
Send telnet ftwgoint.northcentralnetworks.com{enter}
Sleep 2000
Send username{enter}
Sleep 500
Send password{enter}
return

ebpace:
Run c:\windows\system32\cmd.exe
WinActivate c:\windows\system32\cmd.exe
Sleep 1000
Send telnet ftwgoext.northcentralnetworks.com{enter}
Sleep 2000
Send username{enter}
Sleep 500
Send password{enter}
return


; First Voicemail - northcentral'd

#1:: goto attempt1
attempt1:
SetKeyDelay,100
SendInput Called customer and left vmx 1 to callback 877-552-2011 and ask to speak to tier 2
Send +{tab 3}{right}{tab}
FormatTime, TimeString,,Mdd
Send ^a{bs}
SendInput 1vmx/dma/%TimeString%
Send {tab}{end}+{home}
Sendinput 877-552-2011
Sleep 500
Send ^a{bs}
Send {tab}
Send ^a
date := A_Now
date += 7, Days
FormatTime,wday,%date%,wday
If wday = 1
today += 1, Days
FormatTime,date,%date%,MM/dd/yy
SendInput %date%
Send {tab}{end}+{home}
SendInput 17:00
Send {tab 3}{end}+{home}
SendInput T2
Send +{tab 8}{right 2}{tab 5}
FormatTime, fulldate ,,MM/dd/yy
Send ^a
SendInput %fulldate%
Send {tab}
FormatTime, 24hrtime ,,HH:mm
Send ^a
SendInput %24hrtime%
Send {tab}^aY
return

;Second Voicemail - finished

#2:: goto attempt2
attempt2:
SetKeyDelay,100
SendInput Called customer and left vmx 2 to callback 877-552-2011 and ask to speak to tier 2
Send +{tab 3}{right}{tab}
FormatTime, TimeString,,Mdd
Send ^a{bs}
SendInput 2vmx/dma/%TimeString%
Send {tab}{end}+{home}
Sendinput 877-552-2011
Sleep 500
Send ^a{bs}
Send {tab}
Send ^a
date := A_Now
date += 7, Days
FormatTime,wday,%date%,wday
If wday = 1
today += 1, Days
FormatTime,date,%date%,MM/dd/yy
SendInput %date%
Send {tab}{end}+{home}
SendInput 17:00
Send {tab 3}{end}+{home}
SendInput T2
Send +{tab 8}{right 2}{tab 5}
FormatTime, fulldate ,,MM/dd/yy
Send ^a
SendInput %fulldate%
Send {tab}
FormatTime, 24hrtime ,,HH:mm
Send ^a
SendInput %24hrtime%
Send {tab}^aY
return

;Third Voicemail - finished

#3:: goto attempt3
attempt3:
SendInput Called customer and left vmx 3 explaining ticket closure due to lack of contact and leaving callback number for tier 1 helpdesk 866-278-9725 to start new ticket{enter}lsc/agans/d
Send {shift down}{tab 2}{shift up}{Right}{tab 2}{bs 15}
SendInput Closing ticket due to lack of contact{enter}lsc/agans/d
Send !fr
Sleep 300
Send {enter}
Sleep 3000
Send {shift down}{tab 3}{shift up}{Right 2}{tab 6}{bs 8}
return

;for return vmx calls

vmx:
SendInput Customer called in and left vmx, returned call and left vmx with ticket number and contact number 813-978-2924{enter}lsc/agans/d
Send {shift down}{tab 3}{shift up}{Right}{tab}{bs 15}
FormatTime, TimeString,,Mdd
SendInput 1vm/dma/%TimeString%
Send {tab}{bs 20}8139782924
Sleep 500
Send {tab}{bs 10}
date := A_Now
date += 7, Days
FormatTime,wday,%date%,wday
If wday = 1
today += 1, Days
FormatTime,date,%date%,MM/dd/yy
Send %date%{shift down}{tab 4}{shift up}{right 2}{tab 5}{bs 12}
FormatTime, fulldate ,,MM/dd/yy
Send %fulldate%{tab}
FormatTime, 24hrtime ,,HH:mm
Send {bs 12}%24hrtime%
return

;Email Contact Info

ContactInfo:
SetTitleMatchMode RegEx
WinActivate, Microsoft Outlook
Send ^n
Sleep 1000

SendInput {shift down}{tab}{shift up}MCI Service Desk{tab 2}%email%{space}{tab 2}Helpdesk Ticket %ticket% {tab}%name%,{enter}The second level helpdesk has been unable to contact you about ticket %ticket% which was submitted for an issue that you were having with %app%.  Since we have been unable to contact you during our three attempts at calling and emailing you we must close your ticket per procedure of the second level helpdesk.  If you are still experiencing problems with %app% please call the helpdesk and start a new ticket.  You can reach the helpdesk at v923-HELP or 866-278-9725.  We apologize for any inconvenience.{enter}The Verizon Business Tier 2 Helpdesk!s
return

;Assigned Attempt

Assigned:
SendInput Called customer and left a vmx with contact number and ticket number - 813-978-2924{enter}lsc/agans/d
Send {shift down}{tab 3}{shift up}{Right}{tab}{bs 15}
SendInput lsc/agans/d
Send {tab 3}
Sleep 500
Send {bs 10}
date := A_Now
date += 7, Days
FormatTime,wday,%date%,wday
If wday = 1
today += 1, Days
FormatTime,date,%date%,MM/dd/yy
Send %date%{shift down}{tab 4}{shift up}{right 2}{tab 5}{bs 12}
FormatTime, fulldate ,,MM/dd/yy
Send %fulldate%{tab}
FormatTime, 24hrtime ,,HH:mm
Send {bs 12}%24hrtime%
return

;Already resolved upon calling

#r:: goto resolved
resolved:
SendInput Customer states that ticket can be closed as they have already resolved on their own{enter}lsc/agans/d
Sleep 300
Send !fr
Sleep 300
Send {enter}
Sleep 3000
Send {shift down}{tab 3}{shift up}{Right 2}{tab 9}{bs 8}
return

;Get User's Tickey History

history:
Send !f{right}{down 6}{right}{enter}
return

;Launch Remote Assistance

#S::
Run CMD
Sleep 300
Send %windir%\\system32\\runas.exe /netonly /user:us1.northcentralnetworks.com\a-daniel.agans "%windir%\\pchealth\\helpctr\\binaries\\helpctr.exe -FromStartHelp -url hcp://CN=Microsoft+520Corporation,L=Redmond,S=Washington,C=US/Remote+520Assistance/Escalation/unsolicited/unsolicitedrcui.htm"{enter}qpWO1029{enter}
sleep 300
WinKill, C:\WINDOWS\system32\CMD.exe
return

;Each attempt's assignee info

^1::
FormatTime, TimeString,,Mdd
SendInput 1vmx/dma/%TimeString%
return

^2::
FormatTime, TimeString,,Mdd
SendInput 2vmx/dma/%TimeString%
return

^3::
FormatTime, TimeString,,Mdd
SendInput 3vmx/dma/%TimeString%
return


#.::
DetectHiddenWindows, on
IfWinExist ahk_class ConsoleWindowClass
{
	IfWinActive ahk_class ConsoleWindowClass
	  {
			WinHide ahk_class ConsoleWindowClass
			WinActivate ahk_class Shell_TrayWnd
		}
	else
	  {
	    WinShow ahk_class ConsoleWindowClass
	    WinActivate ahk_class ConsoleWindowClass
	  }
}
else
	Run c:\windows\system32\cmd.exe
DetectHiddenWindows, off
return

psexec:
Gui, Add, Edit, vIP x76 y7 w240 h20
Gui, Add, Text, x6 y7 w70 h20 , IP Address:

Gui, Add, Button, x326 y7 w60 h20 , Continue

Gui, Add, Button, x396 y7 w60 h20 , Cancel

; Generated using SmartGUI Creator 4.0

Gui, Show, x131 y119 h37 w463, New GUI Window

Return


ButtonCancel:
Gui, cancel
return
ButtonContinue:
Gui, submit
run, %comspec% /c c:\marimba\tools\psexec \\%ip% cmd.exe
Gui, Destroy
return