We have UCCX callback script setup (provided by Cisco) and we are running into a weird issue. Once the script starts playing the prompt in the end saying "Thank you, your callback has been scheduled", if we hang up the call during that prompt being played, the call disappears from the queue completely. If we let the prompt play completely and let the script handle the call hang up, everything is working fine then. Please advise.
I’m taking a shot-in-the-dark guess here: the ContactInactiveException is being caught and pulling the script away from the prompt before it can finish. You would likely want to clear that exception handling before the call recording step, set new exception handling from that same point moving forward, and instead have it go to whatever comes after the prompt you reference.