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need help with a phone queue script CCX 7

Hi all, im quite new to ccx and the script editor so i do appreciate any help i can get on this.

I need some help with a simple phone queue im trying to put together:

This is what  i have now:

1. EU calls queue #, enters queue

2. If agent is available EU goes to agent.

3. if all agents are engaged, EU hears the generic "all reps are helping others, please hold"

4. if agents are still engaged after 60 seconds,  EU hears the generic "sorry for delay, please stay on the line..."

What i need help with (i can record wav files for these prompts if there is no generic equivalent):

1. If there are no agents logged in, EU hears a message that noone is available and fwds them to leave a voice mail in the general mailbox

2. change step 4 above to allow EU to leave a message if they do not wish to hold (something like "sorry for delay. please stay on the line and we will assist you asap. If you wish to leave us a voice message, please press 9 now and we will return your call ASAP")

if they want to leave a message, they get forwarded to a general mailbox. if they want to continue holding, they get back to the loop.

I am using Cisco Unified CCX Editor 7.0

Pleas let me know if you need more info on any of this, id be happy to provide it.

Thanks again for your help,

Adam

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21 REPLIES
VIP Super Bronze

Re: need help with a phone queue script CCX 7

Within the Queued loop of the Select Resource step, you can add a Menu step with the prompt offering an option for voicemail. Set the retries to zero (0) on the Menu step and add a matching condition for whatever DTMF digit you told them to press. Within that condition add a Dequeue step; this is critical to avoid a stuck call in the database. Following the dequeue step put a Call Redirect toward your voicemail system. I tend to change the forwarding party to the CTI Route Point [Trigger] number and set that as the call handler's extension.

New Member

Re: need help with a phone queue script CCX 7

Hi Jonathan,

I also have the same issue. How do you add a matching condition for whatever DTMF digit you told them to press and add a dequeue step in that condition? Under filter I can create connections, is that connection the number I want to forward to? I have create a connection 580 ( which is my voicemail box ) for button 9 but that doesn't seem right to me. On top of that, I don't know how to create a dequeue step.

Thank you in advance for your help. I've stock on this for quite awhile.

andy

VIP Super Bronze

Re: need help with a phone queue script CCX 7

How do you add a matching condition for whatever DTMF digit you told them to press and add a dequeue step in that condition? Under filter I can create connections, is that connection the number I want to forward to?

Yes, this step is really a match case under the covers so I have a tendency to slip into programming terminology. Add a connection, select DMTF digit(s) and click OK. Note that a Menu step only accepts a single character input so if you select the digits 5, 8, and 0 a caller who presses any of those three digits will result in the same connection.

Typically the way this works is a prompt on the menu step that says something to the effect of "Thank you for your patience. If you cannot continue holding, press one now." In the Menu step you create a connection and select the 1 DTMF digit. Within that connection/branch/condition you add a dequeue step (this exists in the ACD palette) and then the call redirect step.

New Member

Re: need help with a phone queue script CCX 7

Thanks Jonathan. I am a step closer to finish this. As I have found dequeue, created a menu, and added a call-redirect step. I still have some questions. Under the menu, does the connection number have to match the extension I want the call to forward to? Or is it just a random number?

Also when I add a call redirect step, how do I specify which extension to send the call to? Under the property of that call redirect step, there' a destination field but if I put the extension in there, it gives me an error saying "unable to parse expresion, usassignable type: int; expect string" What string or variable should be I entering there?

Attached is my CCX script, can you take a look at this for me ?

I really appreciate your help on this. Can you point me a direction on how to learn this scripting? I read the Cisco doc and it's not very helpful ( or maybe I don't have the right document).

New Member

Re: need help with a phone queue script CCX 7

Hey guys, so i finally have a working script that does what i want. i am now in testing stages - so far it looks promising.

1. checks for logged in agents

     a. if no agents logged in, fwd call to a VM box.

2. if agant (s) logged in and "ready", caller goes to agent.

3. if agents logged in but on call, caller hears message "welcome please hold for first available agent"

4. if no agents are available for 30 seconds, caller hears "sorry for the delay, if you would prefer to leave a message press 9 now"

5. if caller presses 9 > fwd to a VM box

6. if caller does not press nine within 5 seconds, goes back into the queue @ #4

New Member

Re: need help with a phone queue script CCX 7

Hi Harry,

Do you might showing me how you configure the connection "VM" under the menu step? All I need to do is allow calling party to press a key and send the calls to VM.

Thank you!

New Member

Re: need help with a phone queue script CCX 7

hi andy, i hope this is what you need.

VIP Super Bronze

Re: need help with a phone queue script CCX 7

You forgot your Dequeue step. Without it the call will be recorded as abandoned. It must be placed before the Call Consult Transfer step.

New Member

Re: need help with a phone queue script CCX 7

thanks jonathan

New Member

Re: need help with a phone queue script CCX 7

Thank you Jonathan and Harry. I really appreciate your help. I got busy and didn't have time to work on this until today.

I have sort of cloned Harry's but still have one problem. The menu is not taking my input. I have used button 9 for users to exit the queue and get redirected to the VM at extension 580 but it doesn't respond when I press 9 and call will just enter the queue again. I think this is the last missing part of this puzzle and I have attached the screen shot of the script. Again, I really appreciate both of your help.

Regards,

Andy

New Member

Re: need help with a phone queue script CCX 7

Can somebody please help me out on this?

Anyone?

I feel I am so close to complete this script but there's something missing. Even when I have the menu in place and createda connection and assigned it a digit. When I press the number, it won't reach that connection and will not forward the call. Not sure what went wrong but any help is appreciated.

Regards,

Andy

VIP Super Bronze

Re: need help with a phone queue script CCX 7

Have you watched this occur through a reactive debug to confirm the script is actually on the menu step when you press the DTMF button? If you are on hold or another step, nothing will happen.

Also, have you confirmed that the end point you are calling from can pass DTMF input within other parts of a script? For example SIP end points would need a MTP to do interworking as CTI Ports only support OOB.

New Member

Re: need help with a phone queue script CCX 7

Thank you Jonathan for look into this. I have found a problem in my script. It's the dequeue step. I used CSQ instead of "CSQ"

As I  correct this, it's reading the 9 and does call redirect but it's acting weird....

If I don't press 9 before it finish  playing the first welcome prompt ( the one before it enters the queue).  The call will stay in the loop forever. That doesn't make much sense as I  think it should wait until it reaches the menu step then it look for my  input. On top of that, if there's not input, it should enter the loop  again and wait for my input again when it reaches the menu step.

Atttached is the semi-working script I have.

Regards,

Andy

New Member

Re: need help with a phone queue script CCX 7

Anyone? Please. I really think I have everything in the script. Only problem is the menu won't take in input after the first loop.

Also can anyone tell me how they learn scripting? This thing is so difficult to me so I really want to spend a good time to figure it out thoroughly and conquer it.

Regards,

Re: need help with a phone queue script CCX 7

You seem to be using the same prompt for the Menu step as for the initial Play Prompt step just after the Accept step.

Is this by design or a mistake.

It would be useful if you can post the prompt text that you use for WelcomePrompt and QueuePrompt.

It would help you get further responses if you rate the help you have had to date from Jonathan

New Member

Re: need help with a phone queue script CCX 7

Hi James,

The welcome prompt was played from both menu step and welcome step is because I haven't got a chance to record a new prompt and upload it.

The problem I am having is the menu step only takes digit in if I press 9 from the beginning. If it enters the loop, it will never accept any digit.

I will look into how to rate the response from Jonathan and others who helped me, I didn't know there's such a feature and it would be a great tool to show my apprication.

Thanks.

New Member

Re: need help with a phone queue script CCX 7

Hi All,

As we have to meet the deadline on this and I am stuck with this for quite a while. We are wondering if there's any company or professionals that can help us finish configuring this. It's a IPCC express enhanced integrated with CME. The problem I am having now is it's the menu step doesn't work properly. It will take the digit only once and before it enters the loop. Once the call is in the loop, it will never accept any input and will stuck in the loop unless an agent is availble. Any help or tips are apprecaited.

Andy

VIP Super Bronze

Re: need help with a phone queue script CCX 7

There are many partners available to help; however, if you truely feel the step isn't working you can also call Cisco TAC which would be covered under your ESW contract. They will not support problems with your script but will support problems with the product functionality.

What I'm most suspicous of is whether you are pressing the DTMF digit while the Menu step is actually being executed or not. If you enter it while on hold the DTMF will be discarded since the call is on hold.

If you reactively debug the script and watch the editor pause on the menu step while you hear the prompt on your phone, can you press the digit and get it recognized?

Also, what happens if you change the script to never actually place the call on hold (i.e. play another prompt or just use the Delay step)? It's possible that we have a SDP negotiation issue after the re-INVITE to resume from hold.

New Member

Re: need help with a phone queue script CCX 7

Hi Jonathan,

Thank you so much for your reply. Without the hold and unhold. It takes the digit from the menu step. But MOH is very important to us,

Another problem is even though I set the welcome and queue prompt to the un-interrupable, it still takes digit 9 and cut off the prompt. Then I will hear a weird noise ( i believe it's the vm prompt ) then it proceed to the call re-direct. But If i wait until it reaches the menu prompt, I won't hear that noise.

I called Cisco several times, all they can do is make sure the ICD.aes template works and anything else is not their business as it's custom script. That's why they refer me to this forum.

Another weird behavior is If I am dialing from an agent phone or an outside phone and press 9, it will reach the call redurect and call will be deququed and reach the extension 580, if I am calling from a internal extension and press 9, the call will still be sent to redirect but then it will reach the unsuccessful tag and call being dropped (end )

Can you describe what is that SDP negotiation issue?

Thanks !!!!

VIP Super Bronze

Re: need help with a phone queue script CCX 7

SDP is what describes the media characteristics for a call. SDP is exchanged on the SIP connection between CME and CCX when the call is first established, placed on hold, and then resumed from hold. In your case it appears you are loosing DTMF relay only after resuming the call from hold. Can you post - sans passwords - your router config as an attachment to the thread?

I set the welcome and queue prompt to the un-interrupable, it still takes digit 9 and cut off the prompt.

The Barge In parameter controls this behavior, not Interruptable. Set this to false if you want to force the caller to hear the full prompt before entering a digit.

I called Cisco several times, all they can do is make sure the ICD.aes template works and anything else is not their business as it's custom script. That's why they refer me to this forum.

It is a fine line. In this case there is a very specific problem you are having that the ICD.aef file doesn't test for: entering DTMF input after resuming the call from hold while in the queued loop when integrated with CME (SIP). CCX has a slightly different support model than most Cisco products; you have to know what the problem is or at least be sure it isn't your code before calling them.

Also, what's the difference between an "agent phone" and an "internal extension"? If you post the config please specify an example of an agent phone that works and a different internal device that doesn't.

New Member

Re: need help with a phone queue script CCX 7

Andy...did you ever get this working. I have CME 8.6 with UCCX 8.5.1 and I have a similar queue issue where the menu input works the first time the message is played but ignores input on future loops of the queue?

Does anyone have any ideas?

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