HTTP Trigger - Lands in a CSQ then to an agent

Answered Question
Apr 17th, 2012

Hello,

I’m looking for a template script that will guide me through the following:

•1)      From a web page enter a phone number you want to be called at.

•2)      After clicking a submit key using an http trigger a phantom call will be made to the “web callback queue” - which holds your spot in queue.

•3)      When it’s your turn in line an agent from the “web callback queue” will answer the phantom call

•4)      then the system will auto dial the number that was entered on the web page.

•5)      This will connect the agent to the web customer

Can someone direct me to a website or manual that will have a template for me to follow?

We are running:

UCCX 7.0(1) SR5

Call Manager 6.1.3

Thank you.

I have this problem too.
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Correct Answer by Anthony Holloway about 1 year 12 months ago

Glad to help. Please rate any reply you feel was helpful.

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Anthony Holloway Wed, 04/18/2012 - 12:17

Some questions for you:

  • Do you want UCCX to render the HTML page or your web server?
  • Have you ever worked with a callback script before?
  • Have you seen the callback script sample in the script repository?
  • Do you have Premium Licensing?
george.ingles Wed, 04/18/2012 - 13:39

Hello Anthony,

1. I would like UCCX to render the html page

2. I have a working callback script for callers

3. Yes I’ve seen the script

4. Yes we have premium licensing

I thought I would be able to leverage my caller callback script for the web callback. I have the web page piece working, when I land in my script I having trouble getting the contact to land in a queue.

Anthony Holloway Wed, 04/18/2012 - 14:22

Oh wow, so you have most of it done already.  Can you screenshot the relavent script section where you are having trouble?

Anthony Holloway Wed, 04/18/2012 - 17:17

You are using the wrong contact. You should be using the same contact that is on the place call step.

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george.ingles Thu, 04/19/2012 - 07:06

I changed the contacts on the place call and get digit string to match. When I run a debug I’m getting this error on the get digit string command “com.cisco.dialog.SimpleDigitStringDialog” is not supported.

Anthony Holloway Thu, 04/19/2012 - 07:14

Can you open the prpoerties on your Place Call Step and screenshot that next to the step in the background?

Can you also screenshot your cisco media groups page in AppAdmin?

I have a feeling there may be a problem with your dialog group setting on the Place Call Step.

Anthony Holloway Thu, 04/19/2012 - 12:23

Please do not paste screenshots inside of MS Word documents.

1) It assumes I have MS Word (or an editor that can read it)

2) It's not necessary, as you can upload picture files (png, jpg, bmp) just fine without the extra wrapper.

I'll wait for you to upload the image again.

Anthony Holloway Thu, 04/19/2012 - 13:16

Thank you for that.  So I can see that your Cisco Media Group ID is "0", but you are using a value of "1" in the script.

In your script, change the value for Dialog Groups from "1" to "0" and test.

george.ingles Fri, 04/20/2012 - 05:58

That got me past the error. Thanks for your help Anthony.

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Correct Answer
Anthony Holloway Fri, 04/20/2012 - 06:22

Glad to help. Please rate any reply you feel was helpful.

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m.liew Tue, 05/08/2012 - 18:04

Hi Anthony

I have run into exact same issue.  I have made the changes as you've suggested in your reply.  I've created two new call control groups and without luck.  I am still getting the exact same error message

“com.cisco.dialog.SimpleDigitStringDialog” is not supported.  Any suggestion?  Thank you.

Anthony Holloway Tue, 05/08/2012 - 20:36

It's not the Call Control Group which handles the media, it's the Cisco Media Groups.

Can you start your own post for troubleshooting please?

hamed1900 Wed, 04/18/2012 - 20:10

Hi Anthony/Geroges,

I am exactly working on the Same task which also I need to include the Holiday Check as well. I am given two scripts but no idea how to make it work with our Website.

I have attached the images.Any help would be appreciated.

Hamed

george.ingles Thu, 04/19/2012 - 05:17

I used P. Brognon explanation of the http trigger to get me started. You can find it here: https://supportforums.cisco.com/message/1033506#1033506 .

For your http variables you can view an explanation of them in Cisco Unified Contact Center Express Editor Step Reference Guide, on page 2-105 located here: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801_step_ref.pdf

hamed1900 Sat, 04/21/2012 - 04:57

Hi George,

Would you be able to upload you working Script just for refernce please.

Thank you,

Hamed

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