[cisco-voip] UCCX Callback Script

[Johnson, Tim]

Thanks for all of the feedback here. Maybe I’ll try using the same CCG & DG to see how it goes. Here’s also where it was mentioned about using separate CCG: https://community.cisco.com/t5/contact-center/contact-inactive-when-getting-channel-call-back-from-q/m-p/2091873/highlight/true#M63875

As for this new secret, I’m not quite sure I understand how that would be done, but I am intrigued.

From: cisco-voip <cisco-voip-bounces at puck.nether.net> On Behalf Of Lelio Fulgenzi
Sent: Tuesday, November 5, 2019 10:24 PM
To: Tanner Ezell <tanner.ezell at gmail.com>
Cc: voyp list, cisco-voip (cisco-voip at puck.nether.net) <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] UCCX Callback Script


Your abbreviation of easy peasy has won me over.
-sent from mobile device-


Lelio Fulgenzi, B.A. | Senior Analyst
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On Nov 5, 2019, at 5:31 PM, Tanner Ezell <tanner.ezell at gmail.com<mailto: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<mailto: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<mailto:avholloway%2Bcisco-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<mailto: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<mailto:+19897744406 at cmich.edu>
Fax: +19897795900
[webexemailsig]<https://cmich.webex.com/meet/johns10t>

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