09-23-2015 06:02 PM - edited 03-15-2019 06:12 AM
I have a pretty basic script that has a queue and an overflow queue all in one. Everything works correctly, except the call never terminates correctly if the it is picked up by the agent.
Scenario 1:
If a call is answered in the main queue, it from the Connected step to a handled call label where the call is marked as handled and then terminated. It goes through these steps ok, but then it continues on into the abandoned call label. There it will bounce back and forth from the label step to the terminate step, to the label step, to the terminate step, etc…
Scenario 2:
If the call is answered by the overflow queue, it will process correctly until it hits the "Terminate" step of the handled call label. At that point, it will throw a "Contact is inactive when getting channel" exception.
If it makes a difference, we are on UCCX 10.6.1.
What am I missing?
Solved! Go to Solution.
09-25-2015 07:30 AM
Hi
After the exception is triggered. An 'on exception' requires that you send to a label.
I would typically make the 'clear exception' step the first one executed after the label is hit, or apply the label to it directly.
Aaron
09-24-2015 01:07 AM
Hi
Two things I think:
1) 'Terminate' step hangs up a call. Don't need to do that if a call is 'connected' as UCCX doesn't have the call. Remove that from your logic.
2) Hopping about - sounds like you have an 'on exception' step set. When that is triggered, I would normally immediately set a 'clear exception' to remove the 'catch' of any further occurences.
Aaron
09-24-2015 05:16 AM
Thanks Aaron. I'll remove the terminate step and test it out.
Where do I put the clear exception step? Before the call is connected or at the very end of the script?
09-25-2015 07:30 AM
Hi
After the exception is triggered. An 'on exception' requires that you send to a label.
I would typically make the 'clear exception' step the first one executed after the label is hit, or apply the label to it directly.
Aaron
09-25-2015 11:41 AM
Thanks Aaron, that did the trick.
Chris
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: