Issue with ToExternalVXML Variables in Call Studio

[ln33147]

Hello,
This is a PCCE environment, version 12.6(2).
We have a production Call Studio script where we return values to ICM using caller-input, ToExternalVXML[0], and ToExternalVXML[1] — everything has been working fine, and the data is passed correctly to ICM.
Today, we updated the script to send additional values using ToExternalVXML[2] and ToExternalVXML[3]. However, while we still see the original values in ICM (caller-input, FromExternalVXML[0] and FromExternalVXML[1]), the newly added ones (FromExternalVXML[2] and FromExternalVXML[3]) appear blank.
Any hints on where the issue might be?
Thank you.

[Enes Simnica]

hello   @ln33147 . This issue typically occurs when the additional FromExternalVXML variables aren’t properly mapped in your PCCE environment. Here are the key areas to investigate: First, verify that ur Call Studio script’s ExternalVXML output parameters (2 and 3) are correctly configured to pass values to ICM. Double, check the variable names and ensure they match exactly in both Call Studio and ICM.

Next, confirm that ur ICM Script is configured to receive these additional variables. The ExternalVXML[] array must be explicitly mapped in ICM’s Script Editor for each index you’re using. Even if [0] and [1] work, [2] and [3] need separate mapping.

Also check ur PCCE CVP configuration. The CVP VXML Server must be configured to pass through these additional variables. This is often overlooked when expanding the number of ExternalVXML variables. and G If these areas check out, examine ur CVP logs for any filtering or truncation of variables during the VXML-to-ICM handoff. Sometimes there are undocumented limits on the number or size of variables that can be passed....

check these links G:

• Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1) - ReqICMLabel [Cisco Unified Customer Voice Portal] - Cisco
• https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-tech-notes-list.html
• https://www.cisco.com/c/en/us/support/unified-communications/unified-call-studio/products-programming-reference-guides-list.html
• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/user/guide/ucce_b_scripting-and-media-routing-guide_12_5/ucce_b_scripting-and-media-routing-guide_12_5_chapter_01110.html

-Enes

[bill.king1]

Have you ever used FromExternalVXML2 or 3 in the past or in another application for instance? If not, you'd want to check that those ECC variables are configured to be used (i.e. perhaps only 0 and 1 are configured but not through 3). Also, not sure on PCCE but in UCCE, if you've changed the ECC variables, it requires a restart for them to start being passed.

[ln33147]

Hi Bill and Enes and thank you for taking the time to respond.

Actually, I've been using only FromEXTVXML[0] so far and all is okay. Today was the first time I try to use the other ones.

I noticed that the FromEXTVXML variable is configured on SPOG with a maximum array size of 1 instead of 4 and total size of 210. 

I did change the name to FromEXTVXML2 and created a new variable FromEXTVXML with maximum array size of 4 but nothing changed.

[bill.king1 · Accepted solution]

Hi, so a couple things, you probably don't want to rename that, but keep using it, as it sounds like based on your config you just need to increase the number of array in use from 1 to 4.
And like I mentioned, when you change ECC parameters like that, you have to do a reboot for it to take effect. This is in the documentation but also mentioned here https://bst.cisco.com/quickview/bug/CSCvo20219 

[ln33147]

Thanks Bill, the issue was solved after updating the ECC Variable "FromEXTVXML" Maximum Array Size to 4 and restarting the VRU PG. 

[bill.king1]

Glad to hear it is resolved and thank you for circling back and confirming.