05-20-2020 08:15 AM
I've been testing a new queue to be open 24/7 for our support center. When someone is logged into the queue even if not "active" the trigger will activate and allow the end user to leave a voicemail.
My question is, do we have a way for calls to still go through the script even if no one is logged into the finesse queue?
I know the trigger needs a port (forgive my exact terminology) to connect to, could I possibly setup a "dummy" port that's always open?
My end goal is to give the end users the chance to leave a voicemail even if no one is in the queue, currently, if I call the trigger the line just hangs up right away leaving no chance to leave a voicemail. I'd prefer not to setup a call handler if possible.
Open for any suggestions, very new to UCCX.
Thanks in advance!
Solved! Go to Solution.
05-20-2020 01:17 PM - edited 05-20-2020 01:25 PM
From the screenshot you set the voicemail number to the value of the variable named extension. Where do you define the value of this variable, does it get set in the script flow prior to this or is it always the same? Does the voicemail number vary? If it’s a static value why not just define the number in the voicemail variable direct instead of setting it to the value of another variable?
To get quality level of help you would need to give a bit more detailed information about the design of your solution.
05-20-2020 02:17 PM
05-20-2020 08:36 AM
05-20-2020 08:53 AM
Not sure exactly what details are needed but I'll throw some out.
UCCX Version - 10.6.1
CUCM Version - 10.5.2
I have a CTI route port 89001 setup which is what calls the trigger in UCCX attached to the queue. This is associated with a DN of the same number 89001. UCCX has it's own Device pool and CSS.
Unknown what information would be needed from the UCCX side since it's never hitting that first.
05-20-2020 09:20 AM
05-20-2020 09:54 AM
When I do a reactive debug without being logged into finesse it will call and allow me to go through the script with errors but still connects. I'm guessing it's seeing the script is active. I didn't run any traces so I cannot be for certain if it's hitting UCCX or not when no one is logged in.
Call flow internally would be My extension < CUCM < 89001 < Finesse
Externally - External number < ISP < CUBE < CUCM < Translation pattern to transformation mask 89001 < CTI-Trigger 89001 < DN 89001 associated < UCCX
Standard CTI is enabled for the Application user.
We can PM if a meeting is needed.
05-20-2020 09:58 AM
05-20-2020 10:30 AM
The errors refer to the script errors which is to be expected since no one is logged into the finesse, goes to the script error and fails out.
Should I run an RTMT on the CUCM side to see where the call fails out at? I could possibly try that and pull the logs. Any special collection log I need to checkmark to grab these?
05-20-2020 10:46 AM
05-20-2020 01:02 PM
I think you are on to something Anthony. After doing the reactive debug, I am getting stuck at my label RedirectToVoicemail portion. The call will get there and then hang. From what I can see from a working scenario, I had a string named Extension and when someone is logged in and I go through the script to the menu option and press one, it gives the string a value. However, since no one is logged on, I skip that portion and no value is available to dial out to.
Now I need to figure out how to set that value in the successful call redirect to my voicemail extension? See attached picture for script.
05-20-2020 01:17 PM - edited 05-20-2020 01:25 PM
From the screenshot you set the voicemail number to the value of the variable named extension. Where do you define the value of this variable, does it get set in the script flow prior to this or is it always the same? Does the voicemail number vary? If it’s a static value why not just define the number in the voicemail variable direct instead of setting it to the value of another variable?
To get quality level of help you would need to give a bit more detailed information about the design of your solution.
05-20-2020 02:17 PM
05-21-2020 12:27 PM
Thank you Roger and Anthony for the support!
I changed the variable in my call redirect to go to the actual VoicemailRedirectNumber which is a static number. It worked.
I had an id10T error because I forgot to upload the new script that I edited so I was calling the old script!
As for the other errors, I'll review them as I go and ask questions if I get stuck!
Appreciate the help!
05-21-2020 10:44 PM
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide