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</o:shapelayout></xml><![endif]--></head><body lang=EN-CA link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>I would be very interested in seeing this scripts if you are willing to share ..<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri",sans-serif'>From:</span></b><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri",sans-serif'> cisco-voip [mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Carlo Calabrese via cisco-voip<br><b>Sent:</b> August 9, 2017 11:59 AM<br><b>To:</b> Ray Maslanka <ray.maslanka@gmail.com>; cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><div><div id="yui_3_16_0_ym19_1_1502300726460_3073"><p class=MsoNormal style='background:white'><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>I have this working and it waits till an agent gets the call. it take two scripts to run it I can send you the scripts if you want I have it running on 10.6 <o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3126"><p class=MsoNormal style='background:white'><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>I do have a lot of it documented in the script.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3183"><p class=MsoNormal style='background:white'><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Let me know.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3184"><p class=MsoNormal style='background:white'><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3185"><p class=MsoNormal style='background:white'><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Carlo<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3046"><p class=MsoNormal style='margin-bottom:12.0pt;background:white'><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_2974"><div id="yui_3_16_0_ym19_1_1502300726460_2973"><div id="yui_3_16_0_ym19_1_1502300726460_2972"><div id="yui_3_16_0_ym19_1_1502300726460_2971"><div class=MsoNormal align=center style='text-align:center;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><hr size=1 width="100%" align=center></span></div><p class=MsoNormal style='background:white'><b id="yui_3_16_0_ym19_1_1502300726460_3171"><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'> Ray Maslanka <<a href="mailto:ray.maslanka@gmail.com">ray.maslanka@gmail.com</a>><br><b>To:</b> <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a> <br><b id="yui_3_16_0_ym19_1_1502300726460_3138">Sent:</b> Wednesday, August 9, 2017 7:43 AM<br><b id="yui_3_16_0_ym19_1_1502300726460_3144">Subject:</b> [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt</span><span style='font-family:"Helvetica",sans-serif;color:black'><o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3068"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p><div id=yiv1271015834><div id="yui_3_16_0_ym19_1_1502300726460_3067"><div id="yui_3_16_0_ym19_1_1502300726460_3072"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>Gentlemen,<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3071"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3070"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>Much like the BaseLineAdvQueueing.aef script in the script repository, I have scripts in production that allow callers the ability to leave a message if they choose and receive a call back. UCCX records the callers message, terminates the call, calls a trigger, waits for an agent to answer and prompts them to press a digit to confirm they want to hear the recorded message. The agent is then free to do what they want with that information.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3069"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3066"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>It seems what really happens after the message is recorded and the call is made to the trigger to deliver it to an agent is that the script starts playing the prompt "Press a digit to hear a message", regardless of whether an agent has actually answered. That prompt plays and waits a given amount of seconds for the agent's digit input, and then loops, courtesy of the timeout function related to the initial digit timer. If no agents are available, the script will continue to play the prompt and wait for digits while listening to hold music, delay prompts or whatever may be presented while waiting for an agent. There is no real harm done here though.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3118"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3117"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>The issue is when an agent does answer, depending on when they answer during the looping process, they may hear "Press a digit to hear a message" or "to hear a message" or silence as long as the initial timeout value in the Get Digit String step before "Press a digit to hear a message". In higher volume environments, that timer and the possible related silence after answering may be unacceptable. Three seconds of nothing may be enough to trigger an agent to assume it is an abandoned call and hang up.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3116"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3115"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>I am hoping someone has a technique to have UCCX only start playing the "Press a digit to hear a message" when the agent actually answers the call that UCCX made into their queue. If what I am experiencing is expected, confirming that would be great too and I'll try to find an acceptable timer or different recordings, etc. If you believe what I am experiencing is not correct behavior, any suggestions on what is wrong with that sample would be appreciated.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3113"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3114"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>Running into this on fully patched UCCX 11, CUCM 11 and 8800 series endpoints.<o:p></o:p></span></p></div><div><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>Thanks in advance for any feedback.<o:p></o:p></span></p></div><div id="yui_3_16_0_ym19_1_1502300726460_3186"><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>Ray Maslanka<o:p></o:p></span></p></div><div><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div><div><p class=MsoNormal style='background:white'><span style='font-family:"Helvetica",sans-serif;color:black'><o:p> </o:p></span></p></div></div></div><p class=MsoNormal style='margin-bottom:12.0pt;background:white'><span style='font-family:"Helvetica",sans-serif;color:black'>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank" id="yui_3_16_0_ym19_1_1502300726460_3187">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br><br><o:p></o:p></span></p></div></div></div></div></div></div></body></html>