[cisco-voip] UCCX Callback Script

Wed Nov 6 18:10:54 EST 2019

I see that the contact in both scripts is actually the same contact, but
each script views the contact from a different leg/sequence number (I.e.,
Outbound leg versus Inbound leg)

*Contact Created with Place Call Step (AKA CL1 for Call Leg 1)*

§com.cisco.wf.subsystems.jtapi.CallImpl§JTAPICallContact[id=155,
implId=633001/1,state=STATE_ANSWERED_IDX,inbound=false,App
name=App1,task=26000000240,session=3000000115,seq num=0
,cn=2411,dn=null,cgn=2402,ani=null,dnis=null,clid=null,atype=OUTBOUND
,lrd=null,ocn=2411,route=RP[num=0000],OrigProtocolCallRef=null,DestProtocolCallRef=000000000009A8A902F728A200000000,TP=2402]§

*--Triggering Contact-- in the Queuing Script (AKA CL2 for Call Leg 2)*

§com.cisco.wf.subsystems.jtapi.CallImpl§JTAPICallContact[id=156,
implId=633001/1,state=STATE_ANSWERED_IDX,inbound=true,App
name=App2,task=26000000241,session=3000000115,seq num=1
,cn=2411,dn=2411,cgn=2402,ani=null,dnis=null,clid=null,atype=DIRECT
,lrd=null,ocn=2411,route=RP[num=2411],OrigProtocolCallRef=000000000009A8A902F728A400000000,DestProtocolCallRef=null,TP=2401]§

So, things like Set/Get Enterprise Call Info work on the same contact,
because they are leg independent, whereas things requiring media, like Play
Prompt, are call leg dependent, and need to reference the correct call leg
of the contact.  Hence, you have to pass the CL1 object into Script 2, in
order to interact with the Agent from CL1.

Unfortunately, if script 1 ends, there seems to be some clean up tasks
which run at the end of script 1 to unload CL1 from memory, and I am
getting an abort event in script 2, when trying to reference CL1.  As is
the case when I try to play media to the Agent or Call Redirect them to the
callback number.  If prevent script 1 from ending, and thus cleaning up
after itself, CL1 stays alive and script 2 works great.  The question for
me now is, how do I release script 1, without also releasing CL1?

One thought I had was to setup a Contact Inactive listener in script 1, and
use the Delay step in script 1 for an absurd amount of time, like 12 hours,
and then rely on the fact that once CL1 transfers the Agent to the callback
number, CL1 goes inactive, and thus the 12 hour delay is interrupted and
script 1 can now end.  In theory that is.  In practice, script 1 never
receives a CIE event, and the delay continues for the 12 hours.  No Beuno.

Second thought was to signal something from script 2 to script 1, but that
requires looping in script 1 (polling).  No beuno.

Which by the way, I should mention, I am looking at your solution as a way
to avoid looping, though you didn't specifically say that you have figured
out a way to avoid looping.  I was just being hopeful that somehow your
method did avoid looping.

Like Brian Meade already mentioned, we have solved the "only once an Agent
answers" dilemma by using polling in script 1, and setting a flag in script
2 once the agent answers, using Enterprise variables.  Polling solves the
Agent only hearing the message from the top, versus in the middle, but it
doesn't solve the finite script steps issue.

Therefore, I am wondering how you are handling script 1, post successful
place call.

Don't get me wrong, I'm still #TeamTanner, and will be converting my
callback method to yours, since there are some advantages.  I just have to
solve the script 1 clean up problem first.

On Wed, Nov 6, 2019 at 4:09 PM Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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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>>>>>>>
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>>>>
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