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Caller is dropped after timeout in CCB script

pmd4332
Level 1
Level 1

‎03-27-2019 09:22 AM - edited ‎03-27-2019 05:09 PM

Caller setups a CCB and is not getting called back. When looking at the logs, it states CCB is dropped due to timeout exceeds 5000. The wait times are very long as well, sometimes more than an hour. are there any timeout adjustments I can do outside of changing the delay times in the queue loop to address this problem? You see in the calls below in the Custom Call Variable report This report shows Node ID - Session ID - Seq Number **bleep** also shows a completed CCB and a failed CCB on the failed call, the elasped time is approx 30 mins. This is the same as the default timer for Session Timeout in system parameters. Question, could this be the reason the call drops after 30 mins?  if it is, should I increase Session timeout? remember the avg time in queue for calls is 1:03:00 hrs.   

Node ID- Session ID - Sequence NoStart TimeEnd TimeContact DispositionAgent NameApplication NameCustom Variable 1Custom Variable 2Custom Variable 3Custom Variable 4Custom Variable 5
1-74000326298-03/27/2019 12:443/27/2019 12:442 CCX_LAB2-ITS 6675TEST-RACHE-CSQ3036010265 
1-74000326301-13/27/2019 12:443/27/2019 13:022cuccx adminHSB_Callback  ]CallBackCalled Customer
1-74000326535-03/27/2019 13:223/27/2019 13:232 CCX_LAB2-ITS 6675TEST-RACHE-CSQ3036010265 
1-74000326544-13/27/2019 13:233/27/2019 13:531 HSB_Callback     
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Mark Swanson
Level 4
Level 4

‎05-03-2019 02:41 PM

5000 is the default timeout value for telephony triggers. Are you using a single script or multiple scripts? Can you please provide your scripts? 

It sounds like your CCB script doesn't trigger. The telephony trigger might be misconfigured. Check the trigger configurations (i.e. Call Control Group, Partition, Calling Search Space, etc.). 

You're correct. The default 'Session Timeout' value is 30 minutes. You can change this value to 60 or 90 minutes. If needed, you can increase the 'Max Number of Executed Steps' as well but just remember, these thresholds were designed to protect you from performance related issues often caused by bad programming.

If you still need assistance, please upload your scripts.

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