How to give agents multiple script tabs on one call

Why agents sometimes see more than one SCRIPT tab

A standard outbound call shows one SCRIPT tab driven by the Campaign script (camp_script). A standard inbound call shows one SCRIPT tab driven by the in-group script (in_script). The multi-tab situation arises on Blended dialing calls, where an agent logged into an outbound campaign also receives inbound calls from an in-group — and both scripts are set.

When VICIdial delivers that call to the agent, it sees two non-empty script values: camp_script from the campaign and in_script from the in-group. Rather than picking one, it renders both as separate SCRIPT tabs, labelled by script name. The Agent can click between them freely during the call.

The conditions that trigger multiple tabs

flowchart TD
  A[Call connects to agent] --> B{camp_script set on campaign?}
  B -- No --> C{in_script set on in-group?}
  B -- Yes --> D{in_script set on in-group?}
  C -- No --> E[No SCRIPT tab shown]
  C -- Yes --> F[One tab: in_script]
  D -- No --> G[One tab: camp_script]
  D -- Yes --> H[Two tabs: camp_script AND in_script]

The flowchart above covers all four combinations. Two tabs only appear when both values are populated. If you want to prevent a second tab, leave one of the script fields empty — either clear the campaign Script field or leave the in-group Script field blank.

Setting it up deliberately

If your operation genuinely needs agents to reference two scripts on the same call — for example, a product script for outbound calls and a compliance disclosure script for inbound — you configure them at two separate places:

1. Set the campaign Script field in Campaign Detail to the outbound product script.
2. Set the In-Group Script field in the In-Group Detail to the inbound disclosure script.
3. Assign agents to the campaign with inbound blending enabled so they receive both call types.

Both scripts must have their Active flag set to Y and must be distinct scripts — you cannot point camp_script and in_script at the same script ID and get two tabs.

Keeping agents oriented

Two tabs are only useful if agents know which one to open and when. A few practices help:

• Give each script a clear, descriptive Script Name (max 50 characters, no spaces or punctuation). The name appears as the tab label.
• Use different Script Color values on each script so the tabs are visually distinct at a glance.
• Keep each script focused — a script that tries to cover both inbound and outbound scenarios often ends up confusing agents more than two short, targeted scripts do.

Related configuration

To understand the priority rules when camp_script and in_script conflict or overlap, see camp script vs in-script: which VICIdial script wins on a call. For the full picture of agent screen configuration, visit the VICIdial agent screen configuration guide.

Also, if you need to fine-tune which User group of admins can see and edit each script, that is controlled by the Script Admin User Group field covered alongside other script settings in Admin > Scripts.

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