CED Node Script Editor 7.5

[Jason Ryan]

Hello,

Im working on a multi-tiered script for a small support hotline. 

Basic call flow is:

Inbound Call ---> Main Menu (Options 1-3. Options 2-3 go to two VMs, while 1 goes to a submenu)--->Option 1--->Submenu (Options 1-2. Option 1 is default priority while option 2 is high priority). Option 1--->Route to Agent.

Almost all of it works great with the exception of one feature. When the user does not select an option (none entered) I want the menu to loop. It will loop twice and then terminate (already in place).

However, when the user does not enter an option (on either menu) it always selects options 1. 

Before the CED node I have the following nodes:

Set variable: InputValTimeOutInit = 2

Set variable: InputValLength=1

Set variable: InputValFilter=123*

Set variable: MediaFileName=file.wav

Run Ext. Script = UtilGetCED.aef

What am I missing?

Jason Ryan

[Jameson Gagnepain]

Can you share the configuration from your CED node? Where is the failure branch pointing from the CED node? Where is the failure branch pointing from the Run Ext. Script node? A screenshot would be helpful here.

-Jameson

[Jason Ryan]

Jameson,

Attached is a screenshot. Sorry its a bit small. 

The CED failure goes back to the loop counter (which counts up to 2 and then the call goes out of the exit loop to the release call).

Also case 1 (option 1) and case 2 (option 2) are just below the shot. 

Jason Ryan

[Jameson Gagnepain]

Have you tried monitoring the script to see what actually happens when you don't enter anything? I suspect that it is going out the failure branch of your Run Ext. Script node.

-Jameson

[Jason Ryan]

Jameson,

I have monitored it with both a test call in the editor and a live call. 

In the test call, it shows a matched digit of 1 under the CED node.

In the live call, it flows down the Case 1 into the submenu below. 

Attached is a screen shot of the test call when it gets to the CED node with no digits entered. 

Jason Ryan

[Jameson Gagnepain]

Ok, sounds like  perhaps your UtilGetCED.aef script may be returning a 1 into CallerEnteredDigits, or it is not clearing the CallerEnteredDigits in the case of no entry by the caller and something else has previously set CallerEnteredDigits to 1.

Can you post the configuration for your UtilGetCED.aef script?

-Jameson

[Jason Ryan]

Jameson,

I check the UtilGetCED.aef script and didnt see any items in there that appended a 1. Whats odd is that it is working now.

I did find out that this script is branched off another script. Can one script pass CED off to another? If so, that may have been some of the issue.

One last question related to the script:

During closed hours I have it play a message (set variable), Play Message Script (Run Ext Script), and then Release the Call.

For some reason, the message wont play in the particular sequence. I use the Play Message Script elsewhere without issue and I can get the prompt to play fine if I use it somewhere different.

Ive checked the name a million times so I dont think thats the issue. 

Is there something simple Im missing?

Thank you

Jason Ryan

[Jameson Gagnepain · Accepted solution]

Jason,

If your UCCE script is called from another UCCE script (with a "Go To Script" node or a "Requalify Call" node), all of the Call variables stay the same. So, if Call.CallerEnteredDigits is set to "1" in a previous script, and "UtilGetCED.aef" isn't clearing Call.CallerEnteredDigits in the case of no entry, then that 1 would still be in there. You could add a "Set Variable" node before your "UtilGetCED.aef" script to set Call.CallerEnteredDigits to "" potentially.

I'm not sure on your second question... my IP-IVR experience is limited, so I don't know what else might be required for playback of that message. Perhaps someone else here can provide some guidance.

-Jameson

[Jason Ryan]

Jameson,

Awesome, thats what I needed to know.

I can ask the second question in a new forum if needed, but its relatively low priority.

Thanks for the help!

Jason Ryan