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PCCE - Courtesy Callback - CallBack_Reconnect Issue

Dears,

We are facing the below issue in our Courtesy Callback script.

When the call back is initiated to the customer ,the Announce Callback prompt starts before the customer answers the call, same for not answering or hang-up, it starts playing on ringing.

The CallBack_Reconnect element is always exiting as connected even if the customer didn’t answer the call or Hang-up.

Anyone can advise?

Thank you

2 REPLIES 2
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Rising star

Re: PCCE - Courtesy Callback - CallBack_Reconnect Issue

You'll probably need to clarify what you mean. Are you saying that:

-when customer picks up the phone after it has called them, the script is already 10 seconds into playing the message?

-how do you know what the script has done if the customer didn't answer

First thing I would do is make sure you have the correct version of the survivability script in place on the gateway that matches the version of CVP that you're using.

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Enthusiast

Re: PCCE - Courtesy Callback - CallBack_Reconnect Issue

Thank you Bill for taking the time to respond.
Yes this is exacly what I meant "When customer picks up the phone after it has called them, the script is already 10 seconds into playing the message?"
As for "how do you know what the script has done if the customer didn't answer", this is because we noticed that the CallBack_Reconnect element is always exiting as connected.
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