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

[Ray Maslanka]

Carlo,

I would certainly appreciate any working sample you can provide.  Please
send it to my gmail if you would, and thank you.

Brian and Anthony's suggestion about presenting information in Finesse is a
good one and we'll likely deploy it but I feel the better audio feedback
would be what is really going to be appreciated by the user base I am
dealing with at the moment.   "Leveraging the desktop properly" is a matter
of differing opinions.  ;)

Anthony,

I like the Enterprise Call Variable check suggestion.  If Carlo's samples
don't pan out, that sounds like a way to provide a more consistent TUI
experience, if not exactly what I was hoping for.  Thanks for that.

On Wed, Aug 9, 2017 at 1:59 PM, Carlo Calabrese <
carlo_calabrese2006 at yahoo.com> wrote:

> 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>
> *To:* 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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