CVP Self Service Script - Call Not Ending with "Release Call"

[ln33147]

Dear Members,

We are facing an issue with ending a CVP self-service script where the line stays active sometimes noting that the CVP script is completed and the call is hitting back the release node in the ICM script.

It is the same behavior with the “Release Call” node, the “End” node and the “Termination” node in the ICM script.

Has anyone faced such an issue and can advise?

Thanks in advance.

[bill.king1]

Hi, can you provide some more details of what is happening, along with what version(s) of CCE/CVP you're using?
So you're saying call comes in, hits CVP application, you send it back to UCCE to release the call, and the call hits the release node but the call stays alive? What does the caller hear? Just silence? If they stay on the line do they eventually hear something like a fast busy?

[janinegraves]

Also, does the same occur if you use just a PM microapp? Or only when
the call goes to VXML Server?
If you have Post Call Survey enabled (through OAMP or SPOG) then the
Release Call node will NOT release the call.

[ln33147]

Dear All,

Thank you for taking the time to respond. Please note the below:

- The caller only hears silence and yes the call stays alive after the ReleaseCall node.

- We disable PostCallSurvey but with no luck.

- I will test with micro-app and get back to you.

[janinegraves]

If you disabled PostCallSurvey within the ICM script, then it MUST be
disabled before the first SendToVRU node.
You can then enable it for callers who should get PCS treatment after
the SendToVRU node.