CCX Script diagnostic help for a script that is not working

[simon hester]

Hi

Got a bit of an issues that I can't seem to get to the bottom off. A customer has a CCX script that works when the script runs in hours but when they run the contact centre in what they call extended hours eg keep it open past 5pm one of the menu items does not work. I will attached a screen shot of the section that has the issue. The issue is always with option 7 in extended hours the other options work. .

During normal business hours if you select option 7 it routes you through to the correct queue.

When the contact centre is running in extended hours when if you select option 7 the script starts to play the welcome prompt and you are never put routed to the queue. 

I've compared my objects for option 7 with other options in the same menu and they appear from what I can see to be set up the same except for a different destination. eg in the snip of the script Option 5 routes to IVR_dest_5 which is set to a string of 2502. Option 7 is set to IVR_dest_7 which is set to string of 2520.

I've done a reactive debug during extended hours but nothing obvious is showing up. The debug show when i press option 7 it hits the call redirect (--triggering Contact-- to IVR_dest_7) but I'm never sent to 2520 which is the queue. TBH i had expect the script debug to show the script moving to the step that plays the audio prompt but it does not it appear to follow the same steps as when its normal open hours eg it would follow the black line on the screen snip.

When I compare this with a similar debug during working hours the steps seem to be the same. eg you press option 7 and it goes to call redirect (--triggering Contact-- to IVR_dest_7) but this then works and you get placed in the queue. 

Not sure what I'm missing feel like it should be something obvious but I'm struggling to find it. 

Thanks in advance. 

[bill.king1]

Can you check option 7 to do anything else besides send to 2520 (i.e. send it to another queue, send it to an outside line, etc.). Maybe it isn't the script logic but the queue itself that for whatever reason is jacked up? The fact that the other one is 2502, maybe there's some transposing of digits that happened somewhere and 2520 doesn't work?

[simon hester]

Hi

Thanks for that very helpful suggestion. I think I was getting to close to the problem and not seeing the wood for the tree's

You were right changing the option to dial a mobile number works. So as you say it is something with it getting into the queue and not option 7 in the script. 

CCX Scripting is still very new to me. How would i check the queue? Could a parameter be getting passed into the queue that makes it not work?

To add i can call the ext 2520 directly and it works and puts me into the CSQ so the queue seems to be fine I think

[bill.king1]

I don't use UCCX that much so can't really give you many pointers, I'd compare the one that works 2502 with the one that doesn't 2520 and see if there's a difference.
Along those lines, is it possible that the person misstyped the queue number, and they really want it to always queue to 2520?
I've attached the link to one of the admin guides that has some of the queue steps as well in case it helps you.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/maintain_and_operate/guide/uccx_b_uccx-125admin-and-operations-guide/uccx_b_uccx-125admin-and-operations-guide_chapter_0111.html#UCCX_TP_SDCF18A8_00
Good luck and let us know how you make out.
Please rate helpful posts.

[simon hester]

Hi Bill

I had a couple of rounds of testing and found a solution. I suppose a bit of a light bulb moment when I found the solution. But also down to me reaching out on here. As your comments made to start to look elsewhere in the script. 

It turns out doing the trigging contact to an IVR destination was never right as this was essentially sending the script back to itself. 

the extension 2520 is a trigger for the same application and script. it work during office hours by chance when the script was updated 3 year ago. The chance part was because during office hours sending it to the destination 2520 meant it hit some logic in the script to get it to the part where it selects the resource. 

I have now changed the option 7 to be a goto statement so it reads goto select-resource. This now means it works in hours and out of hours in extended mode. 

Thanks for the help and pointers. Often it is good to share a problem as a second pair of eye can bring a different perspective.