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aniket0422
Beginner

UCCX Call Back Not working

 

Hello Team,

 

I have configured Call Back Scrip as below.

 

If all agents are busy, Customer gets an option to enter his 10 Digits Call Back Number.

 

When customer input his Call Back Number it is confirmed by Script and then call terminates.

 

Agents can see this Ghost Call in a Queue.

 

When agent goes in Ready status he gets call followed by prompt - Press "1" to connect call back number.

 

When agent press 1 - Call does not connect back to Call Back Number. IVR Plays - Sorry, We couldn't connect, The dialed number was XXXXXXXXXX.

 

Can someone please help to solve this issue.

 

2 REPLIES 2
collinks2
Enthusiast

I think the issue has to do with the number the customer entered. You
mentioned 10 digit number which means it is an external number. .

First ,do you have a route in your cucm pointing to that destination number

Secondly ,if there is a route, can cucm user dial this number ?

Thirdly:if the answers to the above are correct,then you will need to add
the digit "9" before the callback number.So define a string variable in
the callback script as
Type: string
Name: strDigitForDialTone
Value "9".
Add the " callredirect " under the menu 1 option "connect to customer.
Concatenate : strDigitForDialone + callback number (the variable that
stores the number the customer entered.

Hope this helps

 

Hello,

 

Yes, Its External 10 Digit Mobile Number.

 

Default Dialing Procedure to dial 10 Digit Number in our setup is - 00 XXXXXXXXXX

 

I am able to dial Mobile Number is above format from Finesse Desktop successfully.

 

Only through call back it does not work. The same script i tested in a setup which has "9" Dialing and it works fine.

 

Script attached.

 

Call Back.jpg

 

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