UCCX Call Redirect to another extension

[Peter Valdes]

Hi,

Newby in UCCX. So far the learning experience is great.

Got stuck on a new IVR with two IVR menus...

Trigger [Switch] external 1000, plays welcome prompt then the [Media Menu] for IVR Main Menu Prompt.

Press 1

[Goto] the local script CSQ queue.

Press 2 (this is where I'm getting stuck. The call doesn't redirect to ext "1191" or "1192" which are extensions applied on the same application and also on the script.

play another [Media Menu] IVR Sub Menu 

Press 1 - Customer Service A

Dequeu

Call Redirect to "1191"

Press 2 - Customer Service B

Dequeu

Call Redirect to "1192"

[Switch] Internal only extension

1191

Goto CSQ1 - - Customer Service A

1192

Goto CSQ2 - - Customer Service B

If I change the redirect call from "internal number 1191 or 1192" to another external number for example VoiceMail Pilot, it works perfect.

But does not work when redirect calls to an internal number within the application or script.

The reason for internal extension 1191 and 1192 is for reporting, to see how many calls hit that queue. The reactive debug ignores going the [Switch] internal extension step and plays the Cisco message "im sorry we are experiencing system problems" hangs up.

[Chris Deren]

What is 1191 and 1192 defined as in CUCM? Are these CTI Route Points? What partition are they in? Is the partition listed in the CSS of the UCCX CTI ports?

You may want to pull MIVR logs from CCX and review for clues.

[Peter Valdes]

Hi Chris,

Thanks for the reply. Yes the 1191 and 1192 are in CUCM as CTI RP with "internal" partition and CSS also has the "internal" partition.

Does UCCX allow redirect calls to another number within an application/script? Or do I need to create another applicaiton/script with only the trigger 1191 and 1192 routing the calls to the CSQ?

Cheers

[Chris Deren]

So, dialing directly to 1191 or 1192 works fine, but when its invoked from a script it does not? What do you hear?

When I asked about the CSS, I was asking the CSS of the CTI ports, not CTI RP, can you confirm it has access to the 1191's partition?

[Peter Valdes]

Hi,

Yes, the Call Control Group CTI Ports also has the correct Partition and CSS applied. All "internal" partitions are set.

I can call 1191 or 1192 from extension dial, goes straight to CSQ. Very strange that I cant use a redirect call to these numbers within the same applicatioin/script....

Cisco message "im sorry we are experiencing system problems" hangs up. BTW, im running UCCX 10.6 and CUCM 10.5

[Chris Deren]

CCX must realize this creates a look and rejects the call, would need to review logs to know for sure. 

But,  I am having hard time understanding why would you want to send calls back to same application--> script, why not use "goto" step within the script to go to desired step?

[Peter Valdes]

Hi Chris,

The internal dummy numbers 1191 and 1192 are use for reporting, to know how much call volumes hit a CSQ within an application. We have many apps (clients) but very few CSQ and using dummy numbers are a way to show clients how much calls are received. Not my design, I just inherit this recently. Yes, I agree the [Goto] would be easier.

Here is the MIVR: Sorry, had to edit this again. My paste failed.

871496704: Apr 04 23:31:44.916 EST %MIVR-SS_CM-7-UNK:Contact state is : CALL_TRANSFERRED,destination=1191,departure type=REDIRECTfor contact ID: 38444 Not Cleaning up contact at this moment as this is transferred.

871498542: Apr 04 23:32:16.054 EST %MIVR-SS_TEL-7-UNK:CallID:39413 MediaId:5092368/2 Task:29003535750, Redirecting to: 1191, Unconditional: false, ResetOrigCalledAddr:false, OrigCalledAddr:null, CallingSearchSpace:redirecting.party

871498547: Apr 04 23:32:16.070 EST %MIVR-SS_TEL-7-UNK:Route Connection=[1191:SYSTEM:1/(P1-JTAPI_V9_1) GCID=(2,5092368)->ACTIVE]->OFFERED, reason=6, Event= CallCtlConnOfferedEv 1191:SYSTEM:1, cause=100, metacode=129, isMaster=true

871498552: Apr 04 23:32:16.070 EST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=39414,implId=5092368/2,state=STATE_RECEIVED_IDX,inbound=true,App name=Test_Scripts,task=null,session=null,seq num=-1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6100000000,DestProtocolCallRef=null,TP=null

871498557: Apr 04 23:32:16.074 EST %MIVR-SS_TEL-7-UNK:Call.transferring(1191) JTAPICallContact[id=39413,implId=5092368/2,state=STATE_ANSWERED_IDX,inbound=true,App name=Test_Scripts,task=29003535750,session=215000886806,seq num=0,cn=5779,dn=5779,cgn=00413703800,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5779,route=RP[num=5779],OrigProtocolCallRef=00000000004DB41002B44C6000000000,DestProtocolCallRef=null,TP=1999373]

871498558: Apr 04 23:32:16.074 EST %MIVR-SS_TEL-7-UNK:Route Connection: [1191:SYSTEM:1/(P1-JTAPI_V9_1) GCID=(2,5092368)->ACTIVE]->OFFERED, CTI Port selected: TP[id=399,implId=1999279,state=IN_USE]

871498573: Apr 04 23:32:16.086 EST %MIVR-SS_TEL-7-UNK: Got CallActiveEv, ConnCreatedEv 00413703800::2, ConnConnectedEv 00413703800::2, CallCtlConnEstablishedEv 00413703800::2, ConnCreatedEv 1191:SYSTEM:1, ConnInProgressEv 1191:SYSTEM:1, CallCtlConnOfferedEv 1191:SYSTEM:1, ConnCreatedEv 1999279:SYSTEM:1,  events on the AddressCallObserver.

871498574: Apr 04 23:32:16.086 EST %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=39414,implId=5092368/2,state=STATE_RECEIVED_IDX,inbound=true,App name=Test_Scripts,task=null,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]

871498575: Apr 04 23:32:16.086 EST %MIVR-SS_TEL-7-UNK:Route Connection: [1191:SYSTEM:1/(P1-JTAPI_V9_1) GCID=(2,5092368)->ACTIVE]->OFFERED has 1 current sessions active.

871498576: Apr 04 23:32:16.086 EST %MIVR-SS_TEL-7-UNK:CallID: 39414, MediaID: 5092368/2 CallCtlConnOfferedEv received for CTI Port: 1999279, lastRedirectedAddress: 1191

871498579: Apr 04 23:32:16.088 EST %MIVR-SS_TEL-7-UNK:RP[num=1191], conn=[1191:SYSTEM:1/(P1-JTAPI_V9_1) GCID=(2,5092368)->ACTIVE]->DISCONNECTED, event=CallCtlConnDisconnectedEv 1191:SYSTEM:1, cause=CAUSE_NORMAL[100], meta=META_CALL_REMOVING_PARTY[131]

871498583: Apr 04 23:32:16.090 EST %MIVR-SS_TEL-7-UNK:CallID: 39414, MediaID: 5092368/2 Accepting call for CTI Route Point: 1191 on CTI Port: 1999279, ciscoCause=0

871498584: Apr 04 23:32:16.093 EST %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ACCEPTED_IDX,inbound=true,App name=Test_Scripts,task=null,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]

871498591: Apr 04 23:32:16.278 EST %MIVR-SS_TEL-7-UNK:Call.transferred(1191) - transferring JTAPICallContact[id=39413,implId=5092368/2,state=STATE_TRANSFERRED_IDX,inbound=true,App name=Test_Scripts,task=29003535750,session=215000886806,seq num=0,cn=5779,dn=5779,cgn=00413703800,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5779,route=RP[num=5779],OrigProtocolCallRef=00000000004DB41002B44C6000000000,DestProtocolCallRef=null,TP=1999373]

871498710: Apr 04 23:32:20.260 EST %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ATTRIBUTED_IDX,inbound=true,App name=Test_Scripts,task=null,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]

871498750: Apr 04 23:32:20.261 EST %MIVR-ICD_CTI-7-UNK:EventHandler: posting {CALL_DELIVERED_EVENT: Socket:Socket: null monitoredDeviceDN:1999279, connectionCallID: 38646800, lineType: 3, skillGroupNumber: -1, serviceNumber: 8, alertingDeviceType: 73, callingDeviceType: 0, calledDeviceType: 73, lastRedirectDeviceType: 74, localConnectionState: 2, eventCause: 22, connectionDeviceID: 1999279, alertingDeviceID: 1999279, callingDeviceID: 00413703800, calledDeviceID: 1999279, lastRedirectDeviceID: 5779, secondaryCallID: 0, ani: 00413703800, dnis: 1191, userToUserInfo: null, dialedNumber: 1191, callerEnteredDigits: null, callVar1: null, callVar2: null, callVar3: null, callVar4: null, callVar5: null, callVar6: null, callVar7: null, callVar8: null, callVar9: null, callVar10: null, wrapupData: null, user.layout: CC_Layout, call_from: CC General } to outboundQ

871498752: Apr 04 23:32:20.262 EST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_DELIVERED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, connectionCallID: 38646800, lineHandle: 65535, lineType: 3, serviceNumber: 8, serviceID: -1, skillGroupNumber: -1, skillGroupID: -1, skillGroupPriority: 0, alertingDeviceType: 73, callingDeviceType: 0, calledDeviceType: 73, lastRedirectDeviceType: 74, localConnectionState: 2, eventCause: 22, connectionDeviceID: 1999279, alertingDeviceID: 1999279, callingDeviceID: 00413703800, calledDeviceID: 1999279, lastRedirectDeviceID: 5779, secondaryConnectionCallID: 0, ani: 00413703800, dnis: 1191, userToUserInfo: null, dialedNumber: 1191, callerEnteredDigits: null, callVar1: null, callVar2: null, callVar3: null, callVar4: null, callVar5: null, callVar6: null, callVar7: null, callVar8: null, callVar9: null, callVar10: null, wrapupData: null, remasks: [] to various sockets }

871498769: Apr 04 23:32:20.268 EST %MIVR-SS_TEL-7-UNK:Call.answered() JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ANSWERED_IDX,inbound=true,App name=Test_Scripts,task=29003535752,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]

871498945: Apr 04 23:32:20.489 EST %MIVR-SS_TEL-7-UNK:Call.transferStarted(5321) JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ANSWERED_IDX,inbound=true,App name=Test_Scripts,task=29003535752,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]

871498963: Apr 04 23:32:21.278 EST %MIVR-LIB_EVENT-5-TOO_LONG_IN_QUEUE:Event queue time exceeded: Event=com.cisco.call.CallEvent[CALL_TRANSFERRED,state=CALL_TRANSFERRED,destination=1191,departure type=REDIRECT,task=AppTask[id=0x6c0bed586,time=1491312709678,state=ABORTED,exception=com.cisco.wfapi.WFTaskStoppedExecutionException: Debugger Task Aborted,active=false,aborting=com.cisco.wfapi.WFTaskStoppedExecutionException: Debugger Task Aborted,app=App[name=Test_Scripts,type=Cisco Script Application,id=8,desc=Peter Valdes,enabled=true,max=1,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2017-04-04 21:53:55.0,recordId=3335,desc=Peter Valdes,name=Test_Scripts,type=Cisco Script Application,id=8,enabled=true,sessions=1,script=SCRIPT[AU/Customer_Care/CustomerCare_20170404-02TESTNOPRMPT.aef],defaultScript=,vars=[],defaultVars=null]]],trigger=ContactApplicationTrigger[time=1491312709678,locale=en_AU,cfg=JTAPITriggerConfig[schema=ApplicationTriggerConfig,time=2017-02-15 17:48:42.0,recordId=22956,desc=Cisco JTAPI Trigger,name=5779,type=Cisco JTAPI Trigger,appName=Test_Scripts,enabled=true,sessions=1,idleTimeout=5000,locale=en_AU,parms={},taskGroups=[],controlClass=class com.cisco.call.CallControlChannel,controlGroupId=0,contactGroups=[GroupInfo[class=com.cisco.dialog.DialogChannel,id=0]],dn=5779,redirectCSS=default,cmDeviceName=Test_Scripts,cmDeviceInvalid=false,cmDescription=Peter Valdes,cmDevicePoolUUID={7ED5C6F9-586F-FEC4-9498-89A5771348CF},cmDevicePoolName=AU-DC-SYD_CM,cmCallingSearchSpaceUUID=,cmCallingSearchSpaceName=None,cmLocationUUID={9142AE3F-67F5-7AD5-C1FE-9A1733F6A014},cmLocationName=AU-DC-SYD,cmPartitionUUID={11D72D41-6CE5-E816-886B-B00970428642},cmPartitionName=SYSTEM,cmVoiceMailProfileUUID=,cmVoiceMailProfileName=None,cmCallPickUpGroupUUID=,cmCallPickUpGroupName=,cmDisplay=,cmExternalPhNumMask=,cmFwdBusyVM=false,cmFwdBusyDest=,cmFwdBusyCSSUUID=,cmFwdBusyCSSName=None,cmAlertingNameAscii=,cmPresenceGroupUUID=ad243d17-98b4-4118-8feb-5ff2e1b781ac,cmPresenceGroupName=Standard Presence group,campaignID=-1],contact=JTAPICallContact[id=39413,implId=5092368/2,state=STATE_TRANSFERRED_IDX,inbound=true,App name=Test_Scripts,task=29003535750,session=215000886806,seq num=0,cn=5779,dn=5779,cgn=00413703800,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5779,route=RP[num=5779],OrigProtocolCallRef=00000000004DB41002B44C6000000000,DestProtocolCallRef=null,TP=1999373]],task=com.cisco.wfframework.engine.core.WFEngineWorkflowDebugTask@18b7d2e,default=null],isRemote=false,contactImplId=5092368/2,lastContactImplId=5092368/2,session=Session[id=001-0x320f0d2e16,parent=null,active=true,state=SESSION_IN_USE,time=1491312709653],lastSession=Session[id=001-0x320f0d2e16,parent=null,active=true,state=SESSION_IN_USE,time=1491312709653],contactSeqNum=0,lastContactSeqNum=0destination=1191] on JTAPICallContact[id=39413,implId=5092368/2,state=STATE_TRANSFERRED_IDX,inbound=true,App name=Test_Scripts,task=29003535750,session=215000886806,seq num=0,cn=5779,dn=5779,cgn=00413703800,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5779,route=RP[num=5779],OrigProtocolCallRef=00000000004DB41002B44C6000000000,DestProtocolCallRef=null,TP=1999373] at Tue Apr 04 23:32:16 EST 2017,Queue Time=5000

871498968: Apr 04 23:32:21.278 EST %MIVR-SS_RM-7-UNK:isCTIRoutePoint, addr: 1191:true

871498971: Apr 04 23:32:21.278 EST %MIVR-SS_RM-7-UNK:isCTIRoutePoint, addr: 1191:true

871498972: Apr 04 23:32:21.278 EST %MIVR-SS_CM-7-UNK:destRsrc 1191 is a route point in CTIPort 0 .processSessionTransferredMsg (39413, 38646800 [5092368/2])

871498975: Apr 04 23:32:21.279 EST %MIVR-SS_CM-7-UNK: IEF Contact ID: [5092368/2] 38646800 ContactEventsGenerator: Posting the ContactTransferredEvent consult contactId: null transferring resource 1999373 xferredRsrc 1191 xferredAddr 1191 original contact type IAQ numParties 1 isRedirectAgentToUnknown false original/final session 215000886806 session seq nums 0 1

871498976: Apr 04 23:32:21.279 EST %MIVR-SS_RM-7-UNK:isCTIRoutePoint, addr: 1191:true

871499372: Apr 04 23:32:22.829 EST %MIVR-SS_TEL-7-UNK:Call.abandoned() JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ABANDONED_IDX,inbound=true,App name=Test_Scripts,task=29003535752,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]

871499375: Apr 04 23:32:22.833 EST %MIVR-SS_TEL-7-UNK:CallID:39414 MediaId:5092368/2 Task:29003535752, released TP[type=Cisco CTI Port,id=399,implId=1999279,active=false,state=IDLE] from 1191, and releasing udpPort 25224

871499479: Apr 04 23:32:27.827 EST %MIVR-LIB_EVENT-5-TOO_LONG_IN_QUEUE:Event queue time exceeded: Event=com.cisco.call.CallEvent[CALL_DISCONNECTED,state=CALL_DISCONNECTED,isRemote=true,task=AppTask[id=0x6c0bed588,time=1491312740260,state=ABORTED,exception=com.cisco.contact.ContactInactiveException: Contact id: 39414, Channel id: 399, Contact is in Terminated/Connected state,active=false,aborting=com.cisco.contact.ContactInactiveException: Contact id: 39414, Channel id: 399, Contact is in Terminated/Connected state,app=App[name=Test_Scripts,type=Cisco Script Application,id=8,desc=Peter Valdes,enabled=true,max=1,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2017-04-04 21:53:55.0,recordId=3335,desc=Peter Valdes,name=Test_Scripts,type=Cisco Script Application,id=8,enabled=true,sessions=1,script=SCRIPT[AU/Customer_Care/CustomerCare_20170404-02TESTNOPRMPT.aef],defaultScript=,vars=[],defaultVars=null]]],trigger=ContactApplicationTrigger[time=1491312736093,locale=en_AU,cfg=JTAPITriggerConfig[schema=ApplicationTriggerConfig,time=2017-04-04 16:20:16.0,recordId=22987,desc=Cisco JTAPI Trigger,name=1191,type=Cisco JTAPI Trigger,appName=Test_Scripts,enabled=true,sessions=1,idleTimeout=5000,locale=en_AU,parms={},taskGroups=[],controlClass=class com.cisco.call.CallControlChannel,controlGroupId=0,contactGroups=[GroupInfo[class=com.cisco.dialog.DialogChannel,id=0]],dn=1191,redirectCSS=default,cmDeviceName=Police_Nurses,cmDeviceInvalid=false,cmDescription=Police and Nurses,cmDevicePoolUUID={2226F7CF-730D-F2A3-2574-5436C87C024C},cmDevicePoolName=AU-DC-SYD_CC,cmCallingSearchSpaceUUID={6bf91380-3286-104f-4ce0-2bbd7c0621ae},cmCallingSearchSpaceName=0_AU_INTERNAL,cmLocationUUID={29C5C1C4-8871-4D1E-8394-0B9181E8C54D},cmLocationName=Hub_None,cmPartitionUUID={11D72D41-6CE5-E816-886B-B00970428642},cmPartitionName=SYSTEM,cmVoiceMailProfileUUID={00000000-1111-0000-0000-000000000000},cmVoiceMailProfileName=NoVoiceMail,cmCallPickUpGroupUUID=,cmCallPickUpGroupName=,cmDisplay=,cmExternalPhNumMask=,cmFwdBusyVM=false,cmFwdBusyDest=,cmFwdBusyCSSUUID=,cmFwdBusyCSSName=None,cmAlertingNameAscii=1191,cmPresenceGroupUUID=ad243d17-98b4-4118-8feb-5ff2e1b781ac,cmPresenceGroupName=Standard Presence group,campaignID=-1],contact=JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ABANDONED_IDX,inbound=true,App name=Test_Scripts,task=29003535752,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279]],task=com.cisco.wfframework.engine.core.WFEngineWorkflowDebugTask@4ac61c,default=null],isRemote=true,contactImplId=5092368/2,lastContactImplId=5092368/2,session=Session[id=001-0x320f0d2e16,parent=null,active=true,state=SESSION_IN_USE,time=1491312709653],lastSession=Session[id=001-0x320f0d2e16,parent=null,active=true,state=SESSION_IN_USE,time=1491312709653],contactSeqNum=1,lastContactSeqNum=1] on JTAPICallContact[id=39414,implId=5092368/2,state=STATE_ABANDONED_IDX,inbound=true,App name=Test_Scripts,task=29003535752,session=215000886806,seq num=1,cn=1191,dn=1191,cgn=00413703800,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5779,ocn=5779,route=RP[num=1191],OrigProtocolCallRef=00000000004DB41002B44C6200000000,DestProtocolCallRef=null,TP=1999279] at Tue Apr 04 23:32:22 EST 2017,Queue Time=5001

871499605: Apr 04 23:32:27.830 EST %MIVR-SS_RM-7-UNK:isCTIRoutePoint, addr: 1191:true

871501027: Apr 04 23:32:49.918 EST %MIVR-SS_CM-7-UNK:Contact state is : CALL_TRANSFERRED,destination=1191,departure type=REDIRECTfor contact ID: 38444 Not Cleaning up contact at this moment as this is transferred.

871501191: Apr 04 23:32:52.309 EST %MIVR-SS_RM-7-UNK:Resource.getContactXferredBetweenSameAgentExtns is returning FALSE

[Chris Deren]

Hmm, does not make sense, if you are looking at CSQ reports (application reports are not meant for contact center matrix), and you queue a call and then send back to the same queue via redirect you are simply counting the same call multiple times as a redirect adds another call, is this what you want?  Sounds like "cooking the numbers".

[Peter Valdes]

Not cooking numbers. We have one trigger/app, one CSQ department for enquiry and customer svc, multiple clients use this one CSQ. In order for us to know how many calls go to enquiry 1191 or customer svc 1192, we track the counts using 1991/1992.

[Benjamin Schaumburg · Accepted solution]

Hi Peter,

if you look in the Release Notes you will see, that Routing a Call from a script to antohter Script is not supportetd, so it is correct, that the UCCX plays an error.

I think you have two options:

1. Use CSQs. Make an CSQ for every Customer, but use the same skill for every Queue. So the Agents will be in all Queues at the same time. You can then Look at the CSQ Reports.

2. User Enterprise Variables. If you set an Enterprise Variable, like CallVariable1 to some Value you can look on the Enterprise Variable Report and Count.

If Caller is 1992 set CallVariable1 to 1992

If Caller is 1991 set CallVariable1 to 1991

and so on

Kind regards

Benjamin

[Deepak Rawat]

Do you have a 2 second delay applied between Start and Accept step since the call is coming on the same script hence lot many times it can cause a Race condition and the media events may not process properly without a 2 second delay in between.

Regards

Deepak

[jbushong2]

I agree; there should be a Delay step at the beginning.

I also agree that there is a much better way to get true stats in this case.

JB

[Peter Valdes]

Hi jbushong2,

Thanks for the reply. Could you please advise the alternate solution or share the link to getting true stats?

Thanks