[cisco-voip] UCCX Callback Script

[Anthony Holloway]

Thanks for the link Kevin, I see the section now:

*There must be 2 different Call Control Groups used for these scripts under
Subsystems > CM Telephony > Call Control Group.*
*There must be 2 different Media Channels defined under Subsystems > Cisco
Media.*


Unfortunately, they didn't expand on the topic and explain why.

Anyone know these two Authors on the article?


Aravind Krishna Murthy
Cisco TAC Engineer

Arunabh Bhattacharjee
Cisco TAC Engineer


Can you ask them to jump in here?  Or maybe someone just simply knows the
"why" behind this requirement?

I can tell you that I have deployed several callback solutions which do not
use a different CCG/Media Group and it works.  So, to say that it "must be
2 different" is a bit of mystery to me.

On Tue, Nov 5, 2019 at 3:41 PM Damisch, Kevin <Kevin.Damisch at oneneck.com>
wrote:

> Anthony,
>
>
>
> /..
>
> *"...I’ve read that the Call Control Group and Dialog Group should be
> different from the trigger on the originating application..."*
>
>
>
> *Can you link the source?*
>
> ../
>
>
>
> I believe that is referenced here.  I don’t recall the actual reasoning
> behind 2 separate call control groups though.
>
>
>
>
> https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/200764-UCCX-Call-Back-Feature-as-seen-on-CUCM-a.html
>
>
>
> *Kevin*
>
>
>
> *From:* cisco-voip <cisco-voip-bounces at puck.nether.net> *On Behalf Of *Anthony
> Holloway
> *Sent:* Tuesday, November 5, 2019 3:19 PM
> *To:* Johnson, Tim <johns10t at cmich.edu>
> *Cc:* voyp list, cisco-voip (cisco-voip at puck.nether.net) <
> cisco-voip at puck.nether.net>
> *Subject:* Re: [cisco-voip] UCCX Callback Script
>
>
>
> Hi Tim,
>
>
>
> I think the idea of a flawless script is in the eyes of the beholder.
>
>
>
> I don't personally use the example script from the repo; are you talking
> about the one here:
>
>
>
>
> script_respository_902\script_respository\release3\BaseLineAdvQueuing\BaseLineAdvQueuing.aef
>
>
>
> If so, there a few things wrong with that script.
>
>
>
> For example, you said "...despite having Contact Inactive exception error
> handling..."
>
>
>
> Yeah, they setup an exception handler at the top for
> ContactInactiveException, but then they never clear it, or reset it, and so
> if and when the caller disconnects while recording their message or
> listening to the "success" prompt, the whole thing falls a part and fails,
> sending script execution down to the ExceptionCIE label.
>
>
>
> Another thing wrong with it is that the waiting mechanism for the Agent is
> such that it plays a relatively short prompt, waits 3 seconds for input
> from the Agent, then repeats.
>
>
>
> If you consider every application has a max 1,000 steps it can execute,
> and you subtract off the overhead of just getting the call to this point
> (say 21 steps in the most streamlined of scenarios), that leaves you with
> 32 minutes to queue a call, otherwise the call will be aborted.  Since most
> people are only interested in callback when they have queue hold time
> problems, this is likely to cause more issues than it solves.
>
>
>
> "...I’ve read that the Call Control Group and Dialog Group should be
> different from the trigger on the originating application..."
>
>
>
> Can you link the source?
>
>
>
>
>
> On Tue, Nov 5, 2019 at 10:59 AM Johnson, Tim <johns10t at cmich.edu> wrote:
>
> Anyone have a callback script that is working flawlessly? We have
> implemented the solution in Cisco’s Advanced Queueing script and it’s seems
> to be working, but I’m seeing Contact Inactive Exceptions and Contact
> Creation errors in syslog each time the callback is used, despite having
> Contact Inactive exception error handling.
>
>
>
> It seems that the issue may be related to the Place Call step which calls
> the trigger of the callback application. I’ve read that the Call Control
> Group and Dialog Group should be different from the trigger on the
> originating application (which is what we have setup), but I’m curious if
> those should also be different from what’s used on the callback
> application. If so, can I use the same CCG and DG from the original
> trigger, on the callback trigger?
>
>
>
> For example, I have the following setup:
>
> App_A application has a trigger that uses CCG #8 and Dialog Group #0. In
> its script, it uses the Place Call step with CCG #25 and Dialog Group #3.
> This places the call to App_Callback application which has a trigger that
> uses CCG #25 and Dialog Group #3.
>
>
>
> Tim Johnson
>
> Voice & Video Engineer
>
> Central Michigan University
>
> Phone: +19897744406 at cmich.edu
>
> Fax: +19897795900
>
> [image: webexemailsig] <https://cmich.webex.com/meet/johns10t>
>
>
>
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