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Contributor

PCCE 11.5 EWT announcement.

Hi folks,

 

Just need your advice. I'm trying to announce the caller the wait time using the default Cisco's default EWT formula. In Run External Script, I used PLAY DATA micro-application to announce the EWT value. I see is the call is disconnecting when putting caller in queue. The call exists from Run External Script.

 

Please find the script image;

  1. NodeID-287 - declaring ECC play data variable with PV-6.
  2. NodeID-285 - Call.Estimated Wait Time = Estimated Wait Time().
  3. NodeID-288 - declaring media server IP where the media file is available.
  4. NodeID-290 - declaring sys_media server ECC variable 
  5. NodeID-289 - declaring media server locale ECC variable
  6. NodeID-286 - using Run External Script.

Network VRU Script

  1. PLAY DATA
  2. VRU Script Name: PD,Etime
  3. Config parameter: 6,,HHMMSS

Please suggest.

 

with regards,

Ritesh Desai

Everyone's tags (1)
16 REPLIES 16
Contributor

Re: PCCE 11.5 EWT announcement.

Hi folks,

 

Updating further on my tshoot analysis, on CVP Logs I see,

 

Scenario-1: When adding new Set variable node where I assign  PV6 = Estimated Wait Time() then CVP Logs printed is;

8241744: 10.255.20.146: Dec 03 2019 18:16:13.156 +0530: %CVP_11_5_IVR-7-CALL: {Thrd=Event-router-group-0} CALLGUID=B04C5588150111EABBCD2CD02DCE4D80 CALLID=B04C5588150111EABBCD2CD02DCE4D80-157537715414061532@10.255.20.146 [IVR] [Publishing to ICM_SS] [RUN_SCRIPT_RESULT] DialogID=0 SendSeqNo=0 InvokeID=2 Result=0 CED= newTransaction=0 ECC variables=user.microapp.error_code: 13, ECC arrays= Peripheral Variables=

 

Scenario-2: When NOT using / removing Set variable node of PV6 and keeping Call.Estimated Wait Time = Estimated Wait Time() then CVP Logs printed are,

8230012: 10.255.20.146: Dec 03 2019 18:05:05.270 +0530: %CVP_11_5_IVR-7-CALL: {Thrd=Event-router-group-0} CALLGUID=252A5282150011EABA132CD02DCE4D80 CALLID=252A5282150011EABA132CD02DCE4D80-157537649123859006@10.255.20.146 [IVR] [Publishing to ICM_SS] [RUN_SCRIPT_RESULT] DialogID=0 SendSeqNo=0 InvokeID=2 Result=0 CED= newTransaction=0 ECC variables=user.microapp.error_code: 14, ECC arrays= Peripheral Variables=

 

Any suggestions / feedbacks are welcome.

 

regards,

Ritesh Desai

Everyone's tags (2)
Rising star

Re: PCCE 11.5 EWT announcement.

Couple things... unless something changed, I don't think seconds is supported. Try it with 6,HHMM

And the reason you're getting microapperror codes 13 and 14 is because you don't have a valid value. You're not actually loading PV6 with the EWT value. In another words...

OLD: NodeID-285 - Call.Estimated Wait Time = Estimated Wait Time()

NEW: NodeID-285 - Call.PeripheralVariable6 = Estimated Wait Time()

 

 

Contributor

Re: PCCE 11.5 EWT announcement.

Dear @Omar Deen 

Thanks for response... I tried with the same thing. assigned PV6 = EWT in ICM Scripting. Below is the logs printed in CVP Logs.

 

8410115: 10.255.20.146: Dec 03 2019 21:17:46.783 +0530: %CVP_11_5_IVR-7-CALL: {Thrd=Event-router-group-0} CALLGUID=104290A2151B11EA97BF2CD02DCE4D80 CALLID=104290A2151B11EA97BF2CD02DCE4D80-15753880522051669@10.255.20.146 [IVR] - Publishing to VXMLServer - [RUN_SCRIPT_REQ] DialogID=1461224 SendSeqNo=2 InvokeID=2 scriptId=PD,Etime scriptConfiguration=6,,HHMM ANI=02240170621 ced= callguid=104290A2151B11EA97BF2CD02DCE4D80 rckey=134970 rcday=153007 rcseq=1 uui= featureType=0 featureParam1= _featureParam2= ECC variables=user.media.id: 104290A2151B11EA97BF2CD02DCE4D80,user.microapp.error_code: 0,user.microapp.locale: en-us,user.microapp.app_media_lib: app,user.microapp.sys_media_lib: ..,user.microapp.media_server: http://10.255.20.146,user.microapp.caller_input: Done,user.microapp.UseVXMLParams: N,user.cvp_server_info: 10.255.20.146, ECC arrays=USER_MICROAPP_FROMEXTVXML[0]:HINDI,USER_MICROAPP_TOEXTVXML[2]:application=BOBNEWIVR;DDNIS=<masked>,USER_MICROAPP_TOEXTVXML[1]:dnis=<masked>,USER_MICROAPP_TOEXTVXML[0]:application=IVR_UAT, Peripheral Variables=CallVariable2=HINDI,CallVariable3=dnis=<masked>,CallVariable4=UAT,CallVariable6=300,CallVariable10=104290A2151B11EA97BF2CD02DCE4D80,
8410116: 10.255.20.146: Dec 03 2019 21:17:46.783 +0530: %CVP_11_5_IVR-7-CALL: {Thrd=Event-router-group-0} CALLGUID=104290A2151B11EA97BF2CD02DCE4D80 CALLID=104290A2151B11EA97BF2CD02DCE4D80-15753880522051669@<IP ADDRESS masked> [IVR] [Publishing to ICM_SS] [RUN_SCRIPT_RESULT] DialogID=0 SendSeqNo=0 InvokeID=2 Result=0 CED= newTransaction=0 ECC variables=user.microapp.error_code: 13, ECC arrays= Peripheral Variables=

 

I have attached the ICM Monitor script for reference. Behaviour is 1 agent is logged in and is on call. from another LL, made a call to same agent, the call drops. There is no announcement.

 

Any suggestions.

 

with regards,

Ritesh Desai

Everyone's tags (2)
Rising star

Re: PCCE 11.5 EWT announcement.

It seems that the EstimatedWaitTime() formula is returning the wait time as a number of seconds.
So you should play it out as a Number (not a time).
Perhaps divide it by 60 and play it out as Number followed by the word minutes.

Contributor

Re: PCCE 11.5 EWT announcement.

Dear Janinegraves,

 

Thanks, i tried playing using NUMBER method with playdata that even failed. I got same microapp error code-13 either 14.

 

any suggestions....

 

thanks

Ritesh Desai

Rising star

Re: PCCE 11.5 EWT announcement.

If you query your database, what value do you see for PV6? You'll have to have PV6 = EWT so that it can actually populate
Contributor

Re: PCCE 11.5 EWT announcement.

Dear @Omar Deen 

 

I've not included any DB element in script to fetch the EWT value. Just using formula's in set variables for trying to  announce but no expected results.

 

with regards,

Ritesh Desai

Everyone's tags (2)
Rising star

Re: PCCE 11.5 EWT announcement.


@Ritesh Desai wrote:

Dear @Omar Deen 

 

I've not included any DB element in script to fetch the EWT value. Just using formula's in set variables for trying to  announce but no expected results.

 

with regards,

Ritesh Desai


So that's a problem... you've setup your Network VRU Script to play back (Play Data) the value of PV6, however, you're not populating anything into PV6. So what happens when the call hits the Run Ext Script node is that it's programmed to play pack the value of PV6, but there's no value... in fact, I would bet that the value is NULL. As I mentioned before, do not setup your Set Variable node as Call.EstimatedWaitTime = EstimatedWaiteTime() ... it needs to be Call.PeripheralVariable6 = EstimatedWaitTime() ... this is a problem with the value, which is exactly why you're receiving microapp errors 13 and 14. Fix your script, make a test call, query the RCD or TCD table within the awdb and let us know what value is in PV6 for your call.

Rising star

Re: PCCE 11.5 EWT announcement.

1.Why are you assigning user.microapp.sys_media_lib to ".."?

They're trying to play the data from

user.microapp.media_server/user.microapp.locale/user.microapp.sys_media_lib/filename.wav

 

So in your case it'll be: http://IP/en-us/../3.wav -- and maybe that's not a valid url.

 

2.If it's still not working, why don't you assign a hard-coded number (like 300) or string (like "300) into PV6 and see if you get the same error. Then you'll know if it's a configuration error of your ecc variables or PD microapp, or whether it's a problem with assigning the EWT() formula into PV6.

 

Contributor

Re: PCCE 11.5 EWT announcement.

@janinegraves  Cheers for guidance.

i corrected with system locale ECC variable and that i fixed. Using PLAY DATA i did not find success. At last but not least, I tried using PLAY MEDIA micro-application to announce variable captured in PV6. At present I tried "RouterCallsQNowTime" value and it plays. I know the formula isn't correct.

 

I searched this forum with EWT formulas and tried to announce but call failed.

 

Formula-1: (SkillGroup.UAT.RouterCallsQNow+1)*300/(SkillGroup.UAT.CallsAnsweredTo5+SkillGroup.UAT.RouterCallsAbandQTo5)

 

Formula-2: CallType.MyCallType.AvgHandleTimeHalf/(PQ.MySkill.LoggedOn*60)

 

Formula-3: (PQ.MySkill.CallsInQ+1)*300/(PQ.MySkill.CallsAnsweredTo5+PQ.MySkill.CallsAbandQTo5)

 

Formula-4: EstimatedWaitTime(). This is Cisco's default Built-In formula. Calls failed with CVP Logs printed PV6 value as -1.

 

Any suggestions / feedbacks appreciated. Cheers.

 

thanks & regards,

Ritesh Desai

Everyone's tags (2)
Rising star

Re: PCCE 11.5 EWT announcement.

Are you sure the call is in queue before you assign the EstimatedWaitTime() formula into PV6?
In Cisco's courtesy callback ICM script they use the following formula for EWT:
"ValidValue(((UCM_PIM.Load.100Agents.SG.RouterCallsQNow+1)*(ValidValue(UCM_PIM.Load.100Agents.SG.AvgHandledCallsTimeTo5,20))/max(UCM_PIM.Load.100Agents.SG.Ready,(UCM_PIM.Load.100Agents.SG.TalkingIn+UCM_PIM.Load.100Agents.SG.TalkingOut+UCM_PIM.Load.100Agents.SG.TalkingOther))),100)"






Rising star

Re: PCCE 11.5 EWT announcement.

Ritesh, I think you must have a mistake in your script as you did see the 300 in PV6 in the logs. I just tried this and it works just fine on my system.
1. Look at your network vru script. Make sure you have:
Name: PlayPv6AsNumber
VRU ScriptName: PD,Number
Configuration Param: 6,N

 

2. In the ICM Script ensure you have:
Send to VRU (somewhere in the script)
Queue
Set user.microapp.media_server

Set PV6 to the builtin formula EstimatedWaitTime()
RunExtScript: PlayPv6AsNumber

 

See my screenshots online. Mine worked and played "three hundred"  (3.wav hundred.wav from en-us/sys directory)

Rising star

Re: PCCE 11.5 EWT announcement.

here's the picture of the network vru script

Contributor

Re: PCCE 11.5 EWT announcement.

Dear @janinegraves 

Appreciate your guidance for helping in my case.

 

Response to your 12-07-2019 12:02 PM post,

Most importantly, I am testing in test skill where only single test agent is used.

I tried with 2 combinations, One in which no agent is logged-in and second in which 1 test agent is logged-in.

You asked"Are you sure the call is in queue before you assign the EstimatedWaitTime() formula into PV6?"

I have kept Queue to Skillgroup node followed by Set variable Node had Call.Peripheral Variable 6 and Builtin EWT formula. I'm not using Courtsey Callback formula as shared in Cisco document.

 

Response to your 12-07-2019 01:56 PM post, 

I see you are running UCCE system whereas I m using PCCE system.

Point-1: In Network VRU script, when I performed test using Play Data with Number funtionality, in config parameter i did not mentioned 'N' after defining '6' which means PV6. I WILL TEST AND REPLY TO THIS THREAD.

Point-2: As you mentioned, I have all those nodes in my script.

 

Response to your ‎12-07-2019 01:57 PM post,

I made correction to Network VRU script. Please check the image.

 

After going through your suggestion, I gave it a try with correction to NetVRUScript changes. Agent was loggedin iinto NR state. I did observed is the PM Your_Estimated_wait_time_is.wav played and EWT did not announce. Pulled CVP logs and says.

 

10.255.20.146, ECC arrays= Peripheral Variables=CallVariable4=UAT,CallVariable6=-1,
13095036: 10.255.20.146: Dec 09 2019 10:29:19.251 +0530: %CVP_11_5_IVR-7-CALL: {Thrd=Event-router-group-0} CALLGUID=7BC62261197711EA88242CD02DCE4D80 CALLID=7BC62261197711EA88242CD02DCE4D80-157586755678355202@10.255.20.146 [IVR] - Publishing to VXMLServer - [RUN_SCRIPT_REQ] DialogID=2235807 SendSeqNo=2 InvokeID=2 scriptId=PD,Number scriptConfiguration= ANI=02240170621 ced= callguid=7BC62261197711EA88242CD02DCE4D80 rckey=16390 rcday=153013 rcseq=1 uui= featureType=0 featureParam1= _featureParam2= ECC variables=user.media.id: 7BC62261197711EA88242CD02DCE4D80,user.microapp.error_code: 0,user.microapp.locale: en-us,user.microapp.app_media_lib: app,user.microapp.sys_media_lib: sys,user.microapp.media_server: http://10.255.20.146:80,user.cvp_server_info: 10.255.20.146, ECC arrays= Peripheral Variables=CallVariable4=UAT,CallVariable6=-1,
13095037: 10.255.20.146: Dec 09 2019 10:29:19.330 +0530: %CVP_11_5_IVR-7-CALL: {Thrd=Event-router-group-0} CALLGUID=7BC62261197711EA88242CD02DCE4D80 CALLID=7BC62261197711EA88242CD02DCE4D80-157586755678355202@10.255.20.146 [IVR] [Publishing to ICM_SS] [RUN_SCRIPT_RESULT] DialogID=0 SendSeqNo=0 InvokeID=2 Result=0 CED= newTransaction=0 ECC variables=user.microapp.error_code: 14, ECC arrays= Peripheral Variables=

 

Any guess the reason for -1 value.

 

regards,

Ritesh Desai.

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