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Script Error from External Call

Unanswered Question
Sep 10th, 2014
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I have scripts that route from the main to three queues

1- English

2- Spanish

3- Creole

From there you are present with three options

1- prompt for clinic locations and hours

2- route to Agent CSQ

3-route to billing number

The scripts work fine when testing from the main trigger and from the internal translation number but when tested from an external DN it gets to the main and allows you to select 1,2 or 3 for a language but then does not accept the DTMF for your option.  I hear a pause when I press a key like it is trying to accept the input but nothing happens and then times out with the error "I'm sorry we are currently experiencing system problems and are unable to process your call"

 

Any suggestions will be greatly appreciated

 

Regards,

 

Greg

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Gergely Szabo Wed, 09/10/2014 - 06:41
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Hi, are you sure the DTMF tone reaches the UCCX? Did you try reactive debugging?

Can you tell us, is there a gateway between the PSTN and your CUCM? If yes, what kind of signalling protocol is used there? H.323/MGCP/SIP?

G.

gbonton Wed, 09/10/2014 - 06:46
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There is a H323 gateway between the CUCM and PSTN.  I have sone the reaactive debug and see it come in, hit the first script, go to the menu route to 2nd script and then after timeout got to end.  Some DTMF tones are reaching UCCX because it accepts the first key of 1, 2 or 3.

Gergely Szabo Wed, 09/10/2014 - 07:56
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Hi,

would you mind posting the inbound and outbound dial-peer from the gateway? And also a screenshot of the script. Thanks.

G.

gbonton Wed, 09/10/2014 - 08:25
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Here are the dal-peers forthe H323 GW and I have attaced screenshots as attachments.

 associate application SCCP
!
dial-peer voice 100 pots
 description Inbound from PSTN
 translation-profile incoming INBOUND_PSTN
 incoming called-number .
 direct-inward-dial
!
dial-peer voice 200 voip
 description Calls with CUCM-PUB
 preference 1
 destination-pattern ....$
 session target ipv4:10.200.200.10
 voice-class codec 1 
 dtmf-relay h245-signal h245-alphanumeric
 no vad
!
dial-peer voice 201 voip
 description Calls with CUCM-SUB
 preference 2
 destination-pattern ....$
 session target ipv4:10.200.202.10
 voice-class codec 1 
 dtmf-relay h245-signal h245-alphanumeric
 no vad
!
dial-peer voice 300 pots
 description Long Distance
 preference 1
 destination-pattern 1[2-9]..[2-9]......$
 no digit-strip
 port 0/2/1:23
!
dial-peer voice 301 pots
 description Long Distance
 preference 2
 destination-pattern 1[2-9]..[2-9]......$
 no digit-strip
 port 0/2/0:23
!
dial-peer voice 302 pots
 description Long Distance
 preference 3
 destination-pattern 1[2-9]..[2-9]......$
 no digit-strip
 port 0/0/0:23
!
dial-peer voice 305 pots
 description Local 7 Digit
 preference 1
 destination-pattern [2-9]......$
 no digit-strip
 port 0/2/1:23
!
dial-peer voice 306 pots
 description Local 7 Digit
 preference 2
 destination-pattern [2-9]......$
 no digit-strip
 port 0/2/0:23
!
dial-peer voice 307 pots
 description Local 7 Digit
 preference 3
 destination-pattern [2-9]......$
 no digit-strip
 port 0/0/0:23
!
dial-peer voice 310 pots
 description Local 10 Digit
 preference 1
 destination-pattern 561.......$
 no digit-strip
 port 0/2/1:23
!
dial-peer voice 311 pots
 description Local 10 Digit
 preference 2
 destination-pattern 561.......$
 no digit-strip
 port 0/2/0:23
!
 dial-peer voice 312 pots
 description Local 10 Digit
 preference 3
 destination-pattern 561.......$
 no digit-strip
 port 0/0/0:23
!
dial-peer voice 315 pots
 description Emergency
 preference 1
 destination-pattern 9911$
 port 0/2/1:23
 forward-digits 3
!
dial-peer voice 316 pots
 description Emergency
 preference 2
 destination-pattern 9911$
 port 0/2/0:23
 forward-digits 3
!
dial-peer voice 317 pots
 description Emergency
 preference 3
 destination-pattern 9911$
 port 0/0/0:23
 forward-digits 3
!
dial-peer voice 320 pots
 description Emergency
 preference 1
 destination-pattern 911$
 no digit-strip
 port 0/2/1:23
!
dial-peer voice 321 pots
 description Emergency
 preference 2
 destination-pattern 911$
 no digit-strip
 port 0/2/0:23
!
dial-peer voice 322 pots
 description Emergency
 preference 3
 destination-pattern 911$
 no digit-strip
 port 0/0/0:23
!
dial-peer voice 325 pots
 description International
 preference 1
 destination-pattern 011T
 no digit-strip
 port 0/2/1:23
!
dial-peer voice 326 pots
 description International
 preference 2
 destination-pattern 011T
 no digit-strip
 port 0/2/0:23
!
dial-peer voice 327 pots
 description International
 preference 3
 destination-pattern 011T
 no digit-strip
 port 0/0/0:23
!
dial-peer voice 330 pots
 description Information
 preference 1
 destination-pattern 411$
 no digit-strip
 port 0/2/1:23
!
dial-peer voice 400 pots
 description IVR
 preference 1
 destination-pattern 5959$
 no digit-strip
 port 0/3/0:23
!
dial-peer voice 401 pots
 description Aeromed Facility
 destination-pattern 14..$
 no digit-strip
 port 0/3/0:23

 

Gergely Szabo Thu, 09/11/2014 - 07:43
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Hi,

your GW configuration seems to be alright.

I am looking at the script: which step does it fail at? I can see multiple Menu steps.

Thanks.

G.

gbonton Thu, 09/11/2014 - 07:58
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It will accept the first prompt to go the the English, Spanish or Creole queue but then will not accept input after that.

 

Greg

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