[cisco-voip] UCCX Callback Script

[Anthony Holloway]

This sounds next level! I'm going to try this out as soon as possible.


On Tue, Nov 5, 2019, 4:30 PM Tanner Ezell <tanner.ezell at gmail.com> wrote:

> Pssshhht....I'll share a "secret" for playing the agent menu only when the
> agent answers..
>
> Pass the contact to the agent script, then play your agent menu after they
> connect.
>
> Ez pz.
>
> Regards,
> Tanner Ezell
>
>
>
> On Tue, Nov 5, 2019 at 2:54 PM Brian Meade <bmeade90 at vt.edu> wrote:
>
>> Anthony,
>>
>> I'm curious how you handle catching when the agent answers the callback
>> request.
>>
>> I've got my scripts checking to see if the CallBack contact was answered
>> by setting some Enterprise Info in my callback queue script but I still
>> have to check every few seconds to see if that Enterprise Info is set.
>>
>> I just max out the max steps to account for that.
>>
>> Thanks,
>> Brian Meade
>>
>> On Tue, Nov 5, 2019 at 4:19 PM Anthony Holloway <
>> avholloway+cisco-voip at gmail.com> wrote:
>>
>>> 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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>>>>
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