[cisco-voip] UCCX: "Contact is inactive when getting channel"

[Anthony Holloway]

I second Tanner's comments.  The reason it worked with no Agents in your
testing is because the Contact never left the CTI Port to be transferred to
an Agent.  Once the script connects the caller to the Agent, the CTI Port
is freed up and therefore you cannot interact with the caller from within
the script any longer.  That doesn't mean the script needs to stop
executing, just that you need to stop trying to interact with the caller.
 This is typically done with steps in the Media palate.

UCCX can do post call surveys, but it will require some significant work,
and an understanding of the limitations and requirements.  E.g., Reporting
would be best served outside of UCCX.  Your Agent has to transfer the
caller to the survey.  If the Agent or caller hangs up, that's it, it's all
over.


On Tue, Aug 5, 2014 at 4:03 PM, Tanner Ezell <tanner.ezell at gmail.com> wrote:

> What you want to do is not possible with UCCX. Once the caller is handed
> off to an agent UCCX is removed from call control at this point, while the
> script can continue after the call is handed off you will not be able to do
> anything with the contact.
>
> What you need is a proper post call survey solution.
>
>
> On Tue, Aug 5, 2014 at 12:58 PM, ROZA, Ariel <Ariel.ROZA at la.logicalis.com>
> wrote:
>
>>  Hi, Guys.
>>
>>
>>
>> I am trying to set up a UCCX script to receive a call and forward it to a
>> CSQ. After the conversation with the Agent ends, the user must listen to a
>> Customer Satisfactions survey.
>>
>>
>>
>> I think I must have something conceptually wrong, because it does not
>> seem to work as I expected.
>>
>>
>>
>> I wrote the whole script and tested it without any agents logged into the
>> CSQ and it works fine. But whenever an agent is logged in and picks up the
>> call, the script ends without playing the survey.
>>
>> Whenever I run a Debug on the Script, I get the attached error message.
>>
>>
>>
>> Are the calls forwarded to an agent supposed to be final, or you CAN do
>> extrea work with the call afterwards?
>>
>>
>>
>> Im attaching a copy of the script in case it helps.
>>
>> The script is just a demo I am working on, and not a full-fledged script.
>> Also, it´s partially in spanish because I am too lazy to rewrite it :) The
>> relevant section is after the label :ENCUESTA (:Poll)
>>
>>
>>
>> Thanks!
>>
>>
>>
>> ARIEL.
>>
>>
>>
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>>
>>
>
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