I would be very interested in seeing this scripts if you are willing to share ..

From: cisco-voip [mailto:cisco-voip-boun...@puck.nether.net] On Behalf Of Carlo 
Calabrese via cisco-voip
Sent: August 9, 2017 11:59 AM
To: Ray Maslanka <ray.masla...@gmail.com>; cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

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 
I do have a lot of it documented in the script.
Let me know.


From: Ray Maslanka <ray.masla...@gmail.com<mailto:ray.masla...@gmail.com>>
To: cisco-voip@puck.nether.net<mailto: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


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 

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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