Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Ray Maslanka]

Carlo,

I would certainly appreciate any working sample you can provide.  Please
send it to my gmail if you would, and thank you.

Brian and Anthony's suggestion about presenting information in Finesse is a
good one and we'll likely deploy it but I feel the better audio feedback
would be what is really going to be appreciated by the user base I am
dealing with at the moment.   "Leveraging the desktop properly" is a matter
of differing opinions.  ;)

Anthony,

I like the Enterprise Call Variable check suggestion.  If Carlo's samples
don't pan out, that sounds like a way to provide a more consistent TUI
experience, if not exactly what I was hoping for.  Thanks for that.

On Wed, Aug 9, 2017 at 1:59 PM, Carlo Calabrese <
carlo_calabrese2...@yahoo.com> wrote:

> 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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>
>
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Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Terry Oakley]

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 
10.6
I do have a lot of it documented in the script.
Let me know.

Carlo


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

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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Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Carlo Calabrese via cisco-voip]

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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Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Anthony Holloway]

I agree with Brian that this is how it works.  I also agree with Brian that
if you're leveraging the Agent desktop properly, you would technically not
even need a prompt, the data on the screen could say "This is a CallBack
Call, Please Press 1 on Your Phone Now"  or something like that.

If you want to get really fancy with it, you can achieve what you're
looking for with the use of just one Enterprise Variable and a semi-tight
loop.  Below I'm delaying 3 seconds between polling intervals.  You'll want
to balance this with: max executed steps param, call volume, load,
performance, user experience, etc.  I find that between 3 and 7 is
acceptable most of the time.

Pseudo code below

*Calling Script*
...you already placed the callback call into the queue...
Wait for Agent:
agent_answered = Get Enterprise Call Info (callback_contact, agent_answered)
If (agent_answered == false)
True
Delay 3 Sec
Goto Wait for Agent
False
Menu (callback_contact, P[callback_choices.wav])
Option 1 - Listen to CallBack Message
Play Prompt (callback_contact, callback_message)
...the rest of your callback routine here...

*Queuing Script*
...answer the call and get ready to queue it...
Select Resource (--Triggering Contact-- from callback_csq)
Connected
Set Enterprise Call Info (--Triggering Contact--) Variable Used:
agent_answered = true
End
Queued
...the rest of your queue logic and end of your script...

Note that the callback_contact object in the Calling script refers to the
Triggering Contact in the queuing script.  I don't know how this works
under the hood, but it does, and I like it.  Otherwise, you'd have to
resort to some other mechanism, such as Sessions or Doc repository.

On Wed, Aug 9, 2017 at 9:58 AM Brian Meade  wrote:

> I haven't seen a way around this before.  There's not really a way the
> first script knows when an agent answers the call that I'm aware of.
>
> I've just tried to make the prompts relatively short without much delay
> but then you can start using a lot of steps.
>
> One thing you could do is just make sure Finesse is displaying that this
> is a callback call so the agent knows to handle these differently.
>
> I've also seen people do callback by adding the call to an outbound dialer
> but I don't think there's any way to have the agent hear a pre-recorded
> message from the caller in that scenario.
>
> On Wed, Aug 9, 2017 at 10:42 AM, Ray Maslanka 
> wrote:
>
>> 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
>>
>>
>>
>> ___
>> cisco-voip mailing list
>> cisco-voip@puck.nether.net
>> 

Re: [cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Brian Meade]

I haven't seen a way around this before.  There's not really a way the
first script knows when an agent answers the call that I'm aware of.

I've just tried to make the prompts relatively short without much delay but
then you can start using a lot of steps.

One thing you could do is just make sure Finesse is displaying that this is
a callback call so the agent knows to handle these differently.

I've also seen people do callback by adding the call to an outbound dialer
but I don't think there's any way to have the agent hear a pre-recorded
message from the caller in that scenario.

On Wed, Aug 9, 2017 at 10:42 AM, Ray Maslanka 
wrote:

> 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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> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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[cisco-voip] UCCX Place Call, Get Digit String and Play Prompt

[Ray Maslanka]

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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