UCCX Terminate Step

Unanswered Question
Sep 19th, 2010

Greetings,

I was once told that any script that begins with accepting a contact **MUST** end with a terminate.  Is that true?


Thanks,

Mark

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ahochau_2 Sun, 09/19/2010 - 23:35

Found my own answer in the course book.  Yes, I need a terminate step.

Anthony Holloway Mon, 09/20/2010 - 08:24

There's is no requirement that you must Terminate a contact, or that the step simply has to exist in the script.

Take a look at this completely valid example:

start

on exception contact inactive exception goto contact inactive

play greeting

menu choices:

  1 - hours and directions

    play hours and directions

  2 - specials

    play specials

  timeout

    play i did not receive a response

  unsuccessull

    play that is an invalid choice

goto menu choices

contact inactive:

end

or this one:

start

play greeting

menu choices

  1 - billing

    set transfer = 1000

  2 - sales

    set transfer = 2000

  3 - support

    set transfer = 3000

  timeout

    set transfer = 0

  unsuccessful

    set transfer = 0

call redirect to transfer

  successful

  busy

  invalid

  unsuccessfull

end

We can simply use 'end' to end the script here.  If the caller was successfully transferred, the contact is no longer active, so 'end' is appropriate.  If the caller failed to transfer, e.g., busy, invalid, unsuccessful, ending the script without terminating the contact leads to a contact inactive exception being thrown and the default script executing.  which in many cases is simply a call redirect to "system problems".

ahochau_2 Mon, 09/20/2010 - 09:30

So combining your examples with the information from the course book it looks like answer is a "Should" not a "Must"?

Anthony Holloway Mon, 09/20/2010 - 13:54

It's "could."

Some IVR's are designed to not hangup on callers, but instead, wait for callers to hangup on it.  If that is the case, then you don't need a terminate step.

So the answer is "could" rather than "must" or "should."  At that point you may as well delete the sentence from the book.  Because any step "could" be in the script.

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