I have an application with a callback routine that has basically been copied from forums and script repositories but falls to function as expected. The main script accepts a call, queues it until some wait time parameters have been met then offers a menu with a callback option. The callback option collects a callback number and a brief message then places a call to the trigger for the callback application.
When an agent becomes available the callback script selects a resource and returns to the main application where it is stuck in the anykey=GetDigitString(callbackContact) step. It does not play the prompt but just times out and loops.
The strange thing is every once in awhile (great while) it works as expected. The above flow has been observed by reactive debugging of both scripts.
I have UCCX v 10.5
Anyone with any ideas?
Glad to hear it!
No one was having any luck replicating the issue in the script so makes sense that it was something completely different.
Seems the Cisco TAC guy found what's it's all about.
In our case it was something to do with this line in the logs:
++ The consult failed because of CTI timeout error This could be beacuse timing or performance issue on client side.
Line 4344: 10067401: Feb 09 17:08:25.339 AEDT %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed : All Call ids=CallID:12155 MediaId:100181/1 Task:39000021978,Extension=564,Exception=com.cisco.jtapi.PlatformExceptionImpl: Cti request timed out,Failure reason=transfer gets error CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out
The CTI times out because of Music on Hold server config on Call Manager, so under the Music on Hold (MOH) server configuration, un-check the (enable Multi-cast Audio Sources on this MOH Server)
The Media resource group list used for the CTI port should include the MOH resource without multicast enabled.
And boom! no more delays when the reserved agent accepts the call.
Apparently CTI does not support Multicast