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 I do have a lot of it documented in the script.Let me know.
Carlo
From: Ray Maslanka <ray.masla...@gmail.com>
To: cisco-voip@puck.nether.net
Sent: Wednesday, August 9, 2017 7:43 AM
Subject: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt
Gentlemen,
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.
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.
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.
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.
Running into this on fully patched UCCX 11, CUCM 11 and 8800 series endpoints.
Thanks in advance for any feedback.
Ray Maslanka
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