[cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Terry Oakley]

I would be very interested in seeing this scripts if you are willing to share ..

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Carlo Calabrese via cisco-voip
Sent: August 9, 2017 11:59 AM
To: Ray Maslanka <ray.maslanka at gmail.com>; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

I have this working and it waits till an agent gets the call. it take two scripts to run it I can send you the scripts if you want I have it running on 10.6
I do have a lot of it documented in the script.
Let me know.

Carlo

________________________________
From: Ray Maslanka <ray.maslanka at gmail.com<mailto:ray.maslanka at gmail.com>>
To: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Sent: Wednesday, August 9, 2017 7:43 AM
Subject: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

Gentlemen,

Much like the BaseLineAdvQueueing.aef script in the script repository, I have scripts in production that allow callers the ability to leave a message if they choose and receive a call back.  UCCX records the callers message, terminates the call, calls a trigger, waits for an agent to answer and prompts them to press a digit to confirm they want to hear the recorded message.  The agent is then free to do what they want with that information.

It seems what really happens after the message is recorded and the call is made to the trigger to deliver it to an agent is that the script starts playing the prompt "Press a digit to hear a message", regardless of whether an agent has actually answered.  That prompt plays and waits a given amount of seconds for the agent's digit input, and then loops, courtesy of the timeout function related to the initial digit timer.  If no agents are available, the script will continue to play the prompt and wait for digits while listening to hold music, delay prompts or whatever may be presented while waiting for an agent.  There is no real harm done here though.

The issue is when an agent does answer, depending on when they answer during the looping process, they may hear "Press a digit to hear a message" or "to hear a message" or silence as long as the initial timeout value in the Get Digit String step before "Press a digit to hear a message".  In higher volume environments, that timer and the possible related silence after answering may be unacceptable.  Three seconds of nothing may be enough to trigger an agent to assume it is an abandoned call and hang up.

I am hoping someone has a technique to have UCCX only start playing the "Press a digit to hear a message" when the agent actually answers the call that UCCX made into their queue.  If what I am experiencing is expected, confirming that would be great too and I'll try to find an acceptable timer or different recordings, etc.  If you believe what I am experiencing is not correct behavior, any suggestions on what is wrong with that sample would be appreciated.

Running into this on fully patched UCCX 11, CUCM 11 and 8800 series endpoints.

Thanks in advance for any feedback.

Ray Maslanka


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