[cisco-voip] UCCX webcallback - error handling

Jason Aarons (AM) jason.aarons at dimensiondata.com
Thu Jul 3 10:00:10 EDT 2014

I would do some data validation on the web forum code.  Such as drop down for country code (perhaps add the city)  then check formatting.

Skype and others do this on their website, when you enter your profile data, or in their app when you dial a number but it’s not perfect.

Be nice when WebRTC is formalized/adopted.  Click right to queue.

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Andrew Grech
Sent: Thursday, July 03, 2014 9:19 AM
To: Cisco VoIP Group
Subject: [cisco-voip] UCCX webcallback - error handling


I've started to implement a webcallback script based on the sample script called webcallback found
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design /guide/script_repository_902.zip

The basics are working well, however struggling with some error handling...
1. user enters details on web fourm
2. details saved to database
3. cron job sends string to uccx
4. uccx places a call in the queue
5.agents phone rings
6.agent answers call imminently placed into a menu option, agent gets a screenpop and can press 1 to auto dial the customer number.

I'm not doing any specific number validation on my web form so the agent may be presented with a invalid number or one they have to dial manually such as number+ ext 1234.

I'm trying to workout what to do in the call redirect step when the agent presses 1 to the dial the number and its invalid.. The default script goes to the invalid branch then loops back to the menu option. I'd like the invalid branch to allow the agent to manually place the call without ending the script \ flow. Because if the agent ends the call they will go into the ready state.

Just writing this I guess I could use a get digit step in the invalid branch then redirect the call to that variable...

I found this hard to articulate this so I hope its clear.

I'd be interested to know what other peoples systems do when the callback number is invalid or busy....

Another error handling I'm doing is if no agent resource is available an email is sent with the customers details.



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