We are using IPCC Express Premium 4.0.4 and would like to know:
1. Is it possible to determine the execution number for the current step? For example, x number of steps have been executed up until a certain point in the script. Possibly via a Set step using Java or a DB Read step?
2. When the system parameter "Max Number of Executed Steps" limit has been reached the exception "com.cisco.wfframework.obj.WFMaxExecutedStepsExceededException" exists within the CRS Engine MIVR log. This exception does not exist within the available exceptions list in the "On Exception Goto" step. Is there a way that we can intercept this specific exception or will we have to use the "com.cisco.app.ApplicationTaskInactiveException" exception instead?
We have been experiencing stuck Reserved agents and periodic callers stuck in queues, which has been occurring due to the maximum number of executed steps being exceeded. We have increased our "Max Number of Executed Steps" parameter from 1,000 to 2,500 for the time being and we may need that higher still.
Our script has a lot going on after every 30secs of hold music....to determine if notification pages/emails need to be sent out to Help Desk staff due to long wait times, or to play updated status prompts only when appropriate....to name a couple. To our knowledge we have made things as efficient as possible (using Sessions) and we will be making a few more tweaks, but nowhere near enough to stay under the default 1,000 limit.
I asked question # 1 to help us better assess what our step execution counts are for different logic scenarios, rather than manually trying to count the steps within our script. I asked question # 2 so that we can send pages/emails to ourselves if a WFMaxExecutedStepsExceededException exception does occur and include the phone number of the caller who would have ended up not getting through so we can call them back not long after.
Thank you for any info you can provide!