<div dir="ltr">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?</div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Wed, Nov 6, 2019 at 3:52 PM Tanner Ezell <<a href="mailto:tanner.ezell@gmail.com">tanner.ezell@gmail.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div dir="ltr">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.<div><br></div><div>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 :)</div><div><br></div><div>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.</div><div><br></div><div>happy hacking!</div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Wed, Nov 6, 2019 at 2:20 PM Anthony Holloway <<a href="mailto:avholloway%2Bcisco-voip@gmail.com" target="_blank">avholloway+cisco-voip@gmail.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div dir="ltr"><div>Tanner, Can you describe, or show what you're doing in script 1, which has the Place Call step, inside the Successful branch?<br></div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Tue, Nov 5, 2019 at 4:30 PM Tanner Ezell <<a href="mailto:tanner.ezell@gmail.com" target="_blank">tanner.ezell@gmail.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div dir="ltr">Pssshhht....I'll share a "secret" for playing the agent menu only when the agent answers..<div><br></div><div>Pass the contact to the agent script, then play your agent menu after they connect.</div><div><br></div><div>Ez pz.</div><div><br></div><div>Regards,</div><div>Tanner Ezell</div><div><br></div><div><br></div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Tue, Nov 5, 2019 at 2:54 PM Brian Meade <<a href="mailto:bmeade90@vt.edu" target="_blank">bmeade90@vt.edu</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div dir="ltr">Anthony,<div><br></div><div>I'm curious how you handle catching when the agent answers the callback request.</div><div><br></div><div>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.</div><div><br></div><div>I just max out the max steps to account for that.</div><div><br></div><div>Thanks,</div><div>Brian Meade</div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Tue, Nov 5, 2019 at 4:19 PM Anthony Holloway <<a href="mailto:avholloway%2Bcisco-voip@gmail.com" target="_blank">avholloway+cisco-voip@gmail.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div dir="ltr">Hi Tim,<div><br></div><div>I think the idea of a flawless script is in the eyes of the beholder.</div><div><br></div><div>I don't personally use the example script from the repo; are you talking about the one here:</div><div><br></div><blockquote style="margin:0px 0px 0px 40px;border:none;padding:0px"><div>script_respository_902\script_respository\release3\BaseLineAdvQueuing\BaseLineAdvQueuing.aef</div></blockquote><div><br></div><div>If so, there a few things wrong with that script.</div><div><br></div><div>For example, you said "...despite having Contact Inactive exception error handling..."</div><div><br></div><div>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.</div><div><br></div><div>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.</div><div><br></div><div>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.</div><div><br></div><div>"...I’ve read that the Call Control Group and Dialog Group should be different from the trigger on the originating application..."<br></div><div><br></div><div>Can you link the source?</div><div><br></div></div><div dir="ltr"></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Tue, Nov 5, 2019 at 10:59 AM Johnson, Tim <<a href="mailto:johns10t@cmich.edu" target="_blank">johns10t@cmich.edu</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
<div lang="EN-US">
<div>
<p class="MsoNormal">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.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">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?<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">For example, I have the following setup: <u></u><u></u></p>
<p class="MsoNormal">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.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Consolas">Tim Johnson<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Consolas">Voice & Video Engineer<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Consolas">Central Michigan University<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Consolas">Phone: <a>
+19897744406@cmich.edu</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Consolas">Fax: +19897795900<u></u><u></u></span></p>
<p class="MsoNormal"><a href="https://cmich.webex.com/meet/johns10t" target="_blank"><span style="font-size:10pt;font-family:Consolas;color:rgb(5,99,193);text-decoration:none"><img border="0" width="157" height="22" style="width: 1.6354in; height: 0.2291in;" id="gmail-m_-2307887150172359415gmail-m_-1099450097877851445gmail-m_3249623970829652500gmail-m_7324855503632035213gmail-m_6772783291753767223gmail-m_-8154566266809588421gmail-m_-8979221485623659886Picture_x0020_1" alt="webexemailsig"></span></a><u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
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