CCX Place Call Step [Dialog Group Function]

[JonasGarciaPadron91612]

Dears

Could someone be kind to explain what does Dialog Group within Place Call Step?

I built an App which takes customers name and reason for calling storing it as a prompt, for later on whispers the agent that audio.

To get that I had to put triggering Contact on hold, create a new contact for Place Call Step, Place the call using a Call Control Group different that used for incoming call and reproduce the prompt to the agent, terminate outgoing contact, un-hold triggering contact for ultimately connect the caller to the agent.

After hours of debugging and try, the APP finally worked, but what it made the difference was, to set Dialog Groups IDs to 1 within Place call step.

Could someone explain what does the system exactly with that parameter? has it a correspondence with a CUCM subscriber node?

BR's

Jonas

[JonasGarciaPadron91612]

• Dialog Groups—groupDialog

  The variable groupDialog stores the identifying number of the primary dialog group for handling the outbound call.

  Define this property as a parameter in order to allow the administrator to configure the dialog group ID that will be used when provisioning an application.

  From https://developer.cisco.com/docs/contact-center-express/#!the-place-call-step/the-place-call-step

Did not made me understand the topic.

[Jonathan Schulenberg · Accepted solution]

Dialog Groups perform DTMF recognition. Most deployments have a single Dialog Group, created when CCX was first installed. You normally don’t see it because it’s also set on the Call Control Group.