Call Back Script can't call externally UCCX v11.5

[Casey Arnold]

I have a callback script and have created a test CSQ script and as long as the caller enters an internal extension as the callback number, everything works perfectly.  However, if the caller enters an external number, the system doesn't place the call.  During Debug, it fails as unsuccessful in the place call branch and then just jumps to the END as is programmed for the Unsuccessful branch.

We do require dialing a 9 here to get an outside line, and I have tried entering a callback number beginning with the 9 and then a 7 digit local number, but I cannot get the call to go through.

Agents have no issues making outbound calls directly from Finesse when the put the leading 9 in front of the number they are dialing and get successful calls to go through both local and LD.

What am I missing?

I am attaching a copy of the CSQ test script saved as a .txt file so that it will upload and can then be changed back to an .aef file.

Thank you in advance for any assistance.

Casey

[Chris Deren]

Few things to check:

• The CSS on CTI ports have access to the route pattern needed to be matched for outside calling
• The number you enter in your script matches proper route pattern
• Are you using Local Route Groups, if so ensure you CTI ports and ingress GW have proper device pool assigned to SLRG defined.

[Casey Arnold]

Chris,

CSS is correct on CTI ports and I am attaching a DNA result where I used one of the CTI ports as the calling number and then an outside number for dialed digits including the leading 9 to access outside.  According to the DNA results, it should be routing without an issue.

I have a separate script for our Service Desk that gives callers some options if they call after hours.  One of them is to contact the paging service and that option routes the call to an outside number and it has always worked without any issues, so I can't seem to figure out why it doesn't seem to work with this script.

Thanks,

Casey

[Chris Deren]

Can you provide screen shots of the place call step from the working and non-working script?

What do you hear when the call fails?

[Casey Arnold]

Chris,

Actually, in the script that works, it is a call redirect, while in the callback that isn't working, it is a place call.

I did provide screenshots, but its apples to oranges.

Thanks,

Casey

[Casey Arnold]

I was able to find a solution.  I had to enter a valid 10 digit number in the External Mask for the CTI Ports as they were just trying to pass our 5 digit CTI Port numbers and our carrier didn't know what to do with them.

Everything is working now.

Thanks to everyone,

Casey