Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

UCCX Queue issue

All,

I have a relatively simple queue set up as follows:

if no agents available

play prompt

call hold

delay 45 seconds

go to queue menu

Queue Menu

Menu Step (Triggering Contact - queueprompt)

issue is that the calls never get to the queueprompt with the options that are to be presented (press 1. press 2, etc;)

when doing a reactive debug the call shows that it goes to the Menu Step after the 45 second delay but never plays the prompt - the callers just stay on hold until agent is available.

Any insight would be appreciated

Thanks in advance!!

Paul

1 ACCEPTED SOLUTION

Accepted Solutions
New Member

Re: UCCX Queue issue

Do you have the a step to the caller off hold before playing the queue menu?

if no agents available

play prompt

call hold

delay 45 seconds

go to queue menu

*CAll UNHOLD*

Queue Menu

Menu Step (Triggering Contact - queueprompt)

That would explain why they are hearing the call hold music and not the prompt for the menu.

4 REPLIES
Super Bronze

Re: UCCX Queue issue

Hi

Presumably queueprompt is a variable that contains the name of a prompt e.g. P[xx.wav]?

A common error is related to languages; UCCX has a default language set at the default level, and you can configure a language on the Trigger.

If you play prompt xxx.wav, it will look in the prompt repository in the language folder, suffixed with the prompt; e.g. prompts/user/en_US/xxx.wav

Take a look at the latest MIVR log (c:\program files\wfavvid\log\mivr), search from the filename of your prompt. You'll probably see an 'undefinedpromptexception' that tells you the path UCCX tried to use and failed...

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: UCCX Queue issue

Thanks Aaron,

Appreciate your response....Yes the queue prompt is a variable with the name of the prompt.wav.I have checked the latest log as suggested but did not get a hit when searching for that prompt wav. I even recorded a different prompt, loaded it to the repository and referenced it in the script but still get the same result? I even used a second very similar script with another prompt that I know works fine. I must be missing something in the script? It does go to the Menu step but like I said it does not play the prompt - still hold music to the end caller.

Thanks again

New Member

Re: UCCX Queue issue

Do you have the a step to the caller off hold before playing the queue menu?

if no agents available

play prompt

call hold

delay 45 seconds

go to queue menu

*CAll UNHOLD*

Queue Menu

Menu Step (Triggering Contact - queueprompt)

That would explain why they are hearing the call hold music and not the prompt for the menu.

New Member

Re: UCCX Queue issue

Perfect Marcus, Thanks! I actually had to put the

call unhold step after the delay and before the

GoTo Queue Menu step. I tried it after the GoTo and it still hung up.

All seems well now. Thanks again!

744
Views
0
Helpful
4
Replies
CreatePlease to create content