Basic hold loop script question

[wmelickbts]

I believe I have a basic question about the use of a script step...maybe someone can answer this for me?  I have a select resource step which sends callers to what I call a "hold loop" if a caller is queued.  Basically the hold loop does a play prompt telling the caller that all agents are busy then goes to a call hold and waits 60 sec. before checking agent availability.  The issue is that the play prompt step does not move on to the call hold step unless a caller presses something on the DTMF keypad and #.   Is there a way just to play an audio file and move on to the next step without any caller input required?

[wmelickbts]

Forgot to mention this is UCCX 10.6.1

[Chris Deren]

Can you post your script for review?

[wmelickbts]

Sure basically it's like this:

Play Prompt ( -- Triggering Contact --, wavHold_str)

Call Hold ( -- Triggering Contact --)

Delay 60 sec

Call Unhold ( -- Triggering Contact --)

...then it does an agentsLoggedIn check from CSQ IPCC Express...if no agents logged in then goto a closed label step....if agents are still logged in then go back to the play prompt step and repeat.

I'm not sure if Play Prompt is the right step to use....basically I just need it to play a .wav file then go to call hold.   I don't see a pay to get the Call Hold step to play a .wav before putting the caller on hold.

[Chris Deren]

Is the play prompt set as "interruptible"?

[wmelickbts]

Yes...is that the problem?

[Chris Deren]

No, that is correct, how about "Barge-in" and "Continue on Prompt Errors" under the Prompt tab?

How long is the "wavHold_str" prompt? What happens if you don't press anything?

[wmelickbts]

Barge In is set to Yes

Continue On Prompt Errors is also set to Yes

The wavHold_str is maybe like 10 seconds long....basically saying "all agents are busy....your call is important and will be answered by the next agent....etc"

I waited about 60+ seconds and basically all I hear is silence....I haven't tried for a longer time.   If I press anything on the DTMF keypad and # then I get the call hold music OK (I see it progress to the next step doing a debug)....just that it never gets to that next step without some kind of caller input from the play prompt step.

[Chris Deren]

Change "Barge In" to NO and re-test.

[wmelickbts]

I set Barge In to No and now I get 60 to 90 seconds of silence then the call moves on to the call hold step.  I can't interrupt on the DTMF keypad anymore.....like it's hitting an internal timeout on the play prompt step before moving on to the next step.

[Chris Deren]

Post your script so we can review, along with he wav file.

[wmelickbts]

OK thanks.  I just need to get approval first....the .wav was done by a professional voice company and they probably don't want it shared for the world to use.

[wmelickbts · Accepted solution]

I found that the issue was with long silence in the .wav files themselves.  Some files had silence and some did not which is why I think I didn't catch it sooner.  I did some snipping with Audacity, re-uploaded the prompts and everything is working correctly.  Calls progress from play prompt to call hold without any problems now.