UCCX 12.5 IVR Script Issue | Newbie

[Santosh Desai]

Hi team,

I am a newbie to the UCCX.

I'm currently working on a UCCX script (version 12.5) and running into an issue with the following call flow:

1. Caller dials our pilot number

2. Hears welcome.wav (Welcome IVR)

3. Inputs 54321 to access the support menu

4. Hears main_support.wav (Menu IVR) with options like "Press 1 for IT"

5. Call is routed to the appropriate CSQ based on menu input

---

Issue:

After the user enters 54321, the following occurs:

• The caller hears "Are you still there?" twice

• Then a ringing tone

• Followed by the message: "I’m sorry, we are currently experiencing system problems, and are unable to process your call now. Please try again later"

---

What I’ve Verified:

• Get Digit String block correctly captures the 54321 input

• if (callRoute == "54321") condition is in place and logically correct

• Goto MainMenuLabel correctly jumps to the menu logic

• Prompts like welcome.wav and main_support.wav are uploaded and accessible via Prompt Management

• CSQs and Resource Groups are properly configured

• Set Contact Service Queue and Select Resource steps are in use

• Agent phones are registered and logged in to Finesse

---

What I Suspect:

• The call is possibly not reaching the Select Resource block, or

• There’s a CSQ mapping/agent issue, or

• The script might be timing out or hitting the wrong path due to variable misconfiguration

---

What I Need Help With:

• Has anyone experienced this specific sequence before?

• Is there a known reason why the "system problem" message would occur even if CSQs are configured?

• What’s the best way to enable/collect debug-level logs in RTMT specific to UCCX scripts?

• Any additional error trace filters or debugs I should check?

---

I’ll attach screenshots of:

• The full script flow

• Select Resource block settings

• Variable list

• RTMT view (where Voice/CCX/IVR traces are missing)

Looking forward to your guidance!

Thanks in advance,
Santosh Desai

[Roger Kallberg]

Have you run a Reactive Debug of the script? That should show you what is happening to the call once it reaches CCX.

[vmandri]

As Roger said Reactive Debug script is the best way to troubleshoot any script, there are YouTube videos that explain how debugging works. When the client has to press any digit to connect to an agent i would use a menu item, it's easier to understand and troubleshoot if you are new to scripting.

[Santosh Desai]

I will try and update here. Thank you!

[bill.king1]

Here's one of the links about it, if it helps you.
https://developer.cisco.com/docs/contact-center-express/validating-and-debugging-your-script/ 

[parram2.hhc]

Hi @Santosh Desai that "Are you still there" being played means that the get Digit String step (where you have the CallRouteVariable), set to 0 the Maximum retries value in that getDigitString and try it, also you probably have a really high input length so the get digit string is waiting for more digits, also watch the filter, you might not have digits selected there (0-9) so even though you have everything right no digits are elective for capture.

As Roger pointed, reactive debugging will tell you what is happening as the script is executed:

From the Cisco Unified CCX Editor menu bar, choose Debug > Reactive Script. Choose the Script to debug, set a max timer to call the script, call the script and debug it (pressing F9 to go step by step).

https://developer.cisco.com/docs/contact-center-express/configuring-the-get-digit-string-step/#configuring-the-get-digit-string-step

Here is an alternative way of doing it with the menu step (my preferred option), vmandri also said menu step is the way to go which I support, this might change your logic though, you might expose the menu option without requiring a code and then as for the code to authorize the person trying to get to that option until that point:

https://05minuteit.wordpress.com/tag/uccx/

[santoshdesai]

Thank you, @parram2.hhc! After setting the maximum retires values to "zero", the "are you still there?" is now resolved. However, when the users input 1 for reaching the support, I still hear "I’m sorry, we are currently experiencing system problems, and are unable to process your call now. Please try again later"

I have tried the reactive debugging, but could not find anything. Attached the screenshot for your perusal. Please guide me how to proceed further.

Thanks,

Santosh Desai

[bill.king1]

What do you hear if you press any of the other prompts aside from 1?

It is a little hard to see in your screenshot, and half of it is cut off on the right, but it looks like it's saying if the user doesn't press 1, 2, 3, etc. to do one thing, but nothing is defined in the False selection (which you would be hitting, since you are pressing 1).
What happens if you press say 8 for instance?
You should be able to watch it live as it traverses the steps.

[santoshdesai]

We are currently setting this up for the menu option 1. I am attaching the screenshots. 

[bill.king1]

Right, that's what I'm saying. Your one line had != which means from the UCCX guide
!=        True if x is Not Equal to y. Otherwise false.       x != y
So if the person hits 1, it will be false and you don't look like you have any steps defined for false?
I'm not really sure what you're looking to do on that step, so I would make it more straightforward and say if it = 1 (notice no exclamation point), then do the True step of what you want.
Again, maybe I'm misinterpreting how you're doing it, scripting can be done many different ways.

[Roger Kallberg]

Apart from what @bill.king1 mentioned what is it that you want to do with your full if statement as you have && between all the value checks and if I’m not wrong that means and, so all your checks needs to come out as a match for the if statement to come out as true.

[santoshdesai]

Thanks everyone, we recreated the script, and it is now working fine (A little assistance from TAC of course).

[bill.king1]

Glad it is fixed.
You're lucky, TAC sometimes won't assist with scripting issues.
Do you want to post the section that was updated to assist the next person that has this type of issue?

[Santosh Desai]

I can upload the script by removing the number(s) and/or any other information and upload the script here. Would that work, @bill.king1 ?

[bill.king1]

Whatever is easiest for you. If you want to do that and/or screenshots like you did before, that's fine too. Just this way it can help the next person in your situation.