Calls stuck in queue after being transferred in from separate script

[mclason01]

We have a script for our Treasurers department (attached to this question labelled TreasurerV3.aef). This script works fine when a call comes directly to the application. If the call is queued, it gets connected to an agent right away when one becomes available. 

We have another script (Attached to this question labelled Assessor_v3.aef) that transfers numbers to the Treasurers script through a menu ("To go to our Treasurers office, press 1"). The problem is that when the transferred call is queued within the Treasurers script, it never makes it is never connected to an agent. Agents will become ready, but the call will stay queued eternally, and never become connected.

So in summary, Here is the problem

People call and go through the Assessor_V3.aef script

They press 1 which sends them to the TreasurerV3.aef script

They press 2 which sends them to the select resource step, at that point if they are queued they never get connected.

Again, this is only a problem if they are transferred in from the Assessor script. If the Treasurer script is called directly, there is no problem.

** I was unable to attach the scripts, Cisco wont let .aef files be attached.

[Deepak Rawat]

Attach the scripts as Zip in order to look into this issue. Also, is this issue 100% reproducible that whenever the call is transferred from Assessor_V3.aef script to TreasurerV3.aef script it is not able to connect to an agent. From the caller experience/perspective what happen, do they hear some Error Message or call gets disconnected.

When you press 1 in Assessor_V3.aef script, is the Call Redirect/Call Consult Transfer step is sending the call to the CTI Route Point configured for TreasurerV3.aef or a Translation Pattern in CUCM that furthers send it to the UCCX CTI Route Point. Have you set the 2 second delay between Start and Accept step in TreasurerV3.aef script.

Regards

Deepak

[mclason01]

Ah, here they are. Yes, it happens every time. They do not hear an error, they simply enter the queue loop eternally. Agents become available, and even receive other calls, but the calls that enter from the Assessor script never are presented. 

It is a translation pattern from CUCM to UCCX when 1 is pressed. There is a one second delay, not a 2 second delay. It's strange though, because the call has no problem making it to the Treasurer script, and the menu works fine. Call simply get stuck in the queue.

[Deepak Rawat]

It looks like you have not attached the script. I believe you want to write 

It is a translation pattern from UCCX to CUCM when 1 is pressed. If that is the case, then this is an unsupported scenario from UCCX perspective to send the call to TP from script that again comes back to UCCX. Simply change the Destination in Call Redirect step to CTI Route Point instead of TP when they press 1, save the changes upload the script again and refresh both script and application and then try.

Regards

Deepak

[mclason01]

We made the change from a translation pattern to a CTI route point, and added a 2 second delay. Problem solved! Thanks Deepak!