call back script

[alexgrinberg]

Hello,

I am trying to implement call back script from Cisco repository. What I found that after about 30 min waiting in the call back script call is failing.

I believe this happens because the script reaches the 1000 steps. Is someone experience the same issue? And what the solution?

Thank you

[Graham Old]

30 minutes is about the time to hit 1000 steps.

You can increase the number of steps from 1000 or you need to make your script use less steps.

For example if you are playing a prompt while waiting for the call to get to an agent you can make that a longer prompt by repeating the message with the same wav file. So instead of a 10 second prompt make it a 60 second prompt.

Graham

[alexgrinberg]

Hi Graham,

Thank you for your reply. I was thinking about this solution and I changed the Delay step from 30 sec to 120 sec. But this didn't help the script still failing after 30 min.

[Graham Old]

You could just double the number of steps to 2000 and see if that changes anything.

Could anything be limiting your call to 30 minutes. I think UCM is about 10 hours maximum call time by default.

Is this an internal or external call?

Graham

[managemyuc]

Hi,

When this happens does the agent receive a blank call, thanks!!!

[alexgrinberg]

no, the call just fails.

[david.macias]

I would consider moving away from this approach if you have such long queue times. Why don't you just record the callback details put them in an email and have agents manually work them? Another approach is to utilize the outbound API to place the calls in a campaign.

david

[alexgrinberg]

I tested internal call

[Deepak Rawat]

Alex, you will also need to change the Default Session Timeout from 30 minutes to something more such as 45, 50 etc depending on the requirement in conjunction with Max Number o Executed Steps for this to work properly.

Regards

Deepak

[alexgrinberg]

Hi Deepak,

This is interesting, my regular waiting loop is much more complected and has much more steps  than call back script but it running for about 1 hour and failing after that. The call back waiting loop is very short may be 3 steps but failing after 30 min. Not sure why this is happens.

Alex

[Deepak Rawat]

Alex, when an inbound call is coming that will indeed honor the wait time configured in the script no matter if it is an hour or more. However, when the outbound call is placed a new call leg is initiated and hence that is restricted with the Default Session Timeout setting. Try increasing the timer followed by CCX Engine restart and then check

Regards

Deepak

[alexgrinberg]

Hi Deepak,

I finally was able to test it. I changed the max numbers of steps to 2000 and the default session timeout to 90.

Now in regular queue without call back call fails after 2 hours.

In the call back queue call fails after 1 hour and 9 min.

what I don't understand why it happens after different time. The call back queue is very simple almost no steps, only the hold for 120 sec.

The queue loop in the regular queue has many steps, paying different prompts and music.

but able to hold callers much longer.

any idea?

Thank you