Script delay or exception

[ysokolov142]

Hello,

I have recently very annoying problem with CSQ in uccx 11.6.

I need to build a Queue that is playing music to the customer about 30 seconds

and have some prompt about his place in Q and others prompts.

I make callhold and use "delay" parameter and check the interruptible flag, it works good but when the Finnesse agent went to state "Ready" he see that he is in a Reserved state but cant he the call to answer, only after 30 seconds in Reserved state he able to answer.

I check all the prompts are is interruptible but still same situation.

I replace the "delay" parameter with DP[30000] - DelayPrompt of 30 seconds with barge-in checked, now everything works fine but if the Agent went to State "Ready" and didnt answer the call 3 times, i get the exception "negative silence duration -64771072" and the call disconnected.

Any ideas how to fix that?

Best Regards,

[James Hawkins]

It would be helpful if you could post your script (or a screenshot of it) so we can see what it is doing.

From your description it sounds like you are using the Delay step - is that after you put the call into a queue? - the delay step should not be used that way. Try using Call Hold/Call Unhold instead.

[ysokolov142]

Hi,

I add the scripts.

the call arrives to those scripts from sub-flow in the MainScript, and only the Queue is the problem.

Script1 is the script with the delay step inside the Queue - and it causing the agents to be in Reserved state but cant answer the call about a 30 seconds.

Script2 is the script with the DelayPrompt and agents become "Ready" and can immediately answer the call, but if 3 agents didn't answer the call so There is the "negative silence duration" exception.

Thanks for the help