[cisco-voip] UCCX Callback Script

Wed Nov 6 17:09:48 EST 2019

I actually got that part to work.  What I'm wondering about is what you are
doing in script 1 (place call script) after the successful branch.  Like,
are you looping, are you delaying, are just ending?

On Wed, Nov 6, 2019 at 3:52 PM Tanner Ezell <tanner.ezell at gmail.com> wrote:

> It's really not all that complicated. Think of it this way, the place call
> is the contact the agent is exposed to when they answer the queued call,
> which of course is just the IVR.
>
> Pass the generated contact to the agent script (the one that has the
> select resource), under the connected branch is when you know that your
> other IVR application contact (from place call), connected to the agent.
> Use the passed contact and play media just like you would any other
> contact. In essence, you take the agent menu out of script 1 and put it in
> script 2 :)
>
> With all that you can do some cool stuff, like ensuring the agent doesn't
> just hang up (aka callback resiliency) and what to do if they do (like
> re-queue, email a supervisor, re-call the agent, etc), can control if the
> designated callback destination doesn't answer and some other fun stuff.
>
> happy hacking!
>
> On Wed, Nov 6, 2019 at 2:20 PM Anthony Holloway <
> avholloway+cisco-voip at gmail.com> wrote:
>
>> Tanner, Can you describe, or show what you're doing in script 1, which
>> has the Place Call step, inside the Successful branch?
>>
>> On Tue, Nov 5, 2019 at 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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