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Community Member

UCCE ICM - Calls stuck in queue

Hello guys,

I am having some trouble with my ICM script. Here are my flow, I am using CVP microapp for queue ext script (PM,queue,S)

Start > Set variable (media server, locale, input type) > select choices (1-5) > CED > Skill group > Queue to skill group > send to vru > queue ext script(loop)

I tried dialing when my agent is not available where the call goes to the queueing part but it stuck there endlessly, even after my agent becomes available. When I monitor the script, I can see the counter at the Queue to skill group node stuck at in queue and the queue message keeps playing endlessly.

Is queuing possible without ASR/TTS?

Please advise, thanks in advance.

Regards

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1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

UCCE ICM - Calls stuck in queue

In your Network VRU Script List, Do you have the Interruptible check box checked ?

Regards,

Senthil

5 REPLIES
Silver

UCCE ICM - Calls stuck in queue

Why not place your Send to VRU node after your Set Variable (input type) node? What happens if you add an additional Set Variable node, after your mediaserver, that calls variable app_media_lib with a value of "sys"? I'm assuming you're pulling queue.wav from c:\inetpub\wwwroot\en-us\sys ?

Community Member

UCCE ICM - Calls stuck in queue

Thanks for the reply.

Yes, im pulling the wav from c:\inetpub\wwwroot\en-us\sys. The wav file can play successfully even without the app_media_lib set variable node, I think its sys by default. The Send to VRU node I already defined one after the set variable node, its my mistake to define another send to vru node. I deleted the node and it still works. The problem is the queue is stuck in the loop even after my agent becomes available

Regards

Silver

UCCE ICM - Calls stuck in queue

Anything in this thread that could help you?

https://supportforums.cisco.com/thread/2253705

Cisco Employee

UCCE ICM - Calls stuck in queue

In your Network VRU Script List, Do you have the Interruptible check box checked ?

Regards,

Senthil

Community Member

UCCE ICM - Calls stuck in queue

Thanks mate! Just 1 simple check box solves the issue

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