Client required callback feature. when caller calls and if agents are busy then they are placed in queue. If they watied for 30 seconds voice message will be played to to enter their number or wait for agent free. if they enter their number system will call back when agents are free. but when I tried to the script i found this. it working fine till "place call" step. I found call place is not working as expected to call external numbers. I tested with internal extension number. its working fine.
when I checked the license I got doubt they dont have outbound license but confused. Im attaching the license information as below
i really confused with unified CCX preview outbound dialer. what does it mean? with that can they make outbound callback. I thought its the outbound call license. if not what they want to do? they have premium license with no HA..
every thing seems working except this .
please help in this regard.
uccx verion is 11.6...
Accepted Solutions
Not all that easy to understand your last answer. But yes if the CSS on the CTI ports does not have access to the partition(s) that holds your external call routing logic it would not be possible for CCX to make these calls. If it only contains partition(s) that pertains to internal extensions CCX will only be allowed to make calls to these.
It’s as with any type of device, it can only call to numbers allowed by the calling search space. I often use this analogy to explain how CSS and Partitions work. You can see the Partition as an old school phone book, where you can call to any number that is inside the book. And a CSS is the same as a book shelf that contains many phone books, ie partitions. By adding books to the shelf you extend the possible numbers that you can call to.
As you can get it to work for internal calls it’s not related to licensing. CCX do not have any visibility of the type of call it’s making.
If it works to call an internal number, but not an external it is likely the calling search space set on the CTI ports that is the cause of your issue. Does it have visibility of the partition(s) for external call routing and is the number left in the script in such a format that it would match against the external call routing logic that you have?
If the number left by the caller in the script needs to be altered to match your external call routing logic, for example add a digit to the start of the dial string you could make that change in your script as part of the place call step.
Not all that easy to understand your last answer. But yes if the CSS on the CTI ports does not have access to the partition(s) that holds your external call routing logic it would not be possible for CCX to make these calls. If it only contains partition(s) that pertains to internal extensions CCX will only be allowed to make calls to these.
It’s as with any type of device, it can only call to numbers allowed by the calling search space. I often use this analogy to explain how CSS and Partitions work. You can see the Partition as an old school phone book, where you can call to any number that is inside the book. And a CSS is the same as a book shelf that contains many phone books, ie partitions. By adding books to the shelf you extend the possible numbers that you can call to.
As you make the change for what CSS to use on the CTI ports from the CCX admin UI it should do the needed reset of the ports once you save and commit the change to CM. Never do anything related to the actual configuration of the ports from CM directly as that is a sure way to end up in trouble.
Have you checked if the call hits the intended voice gateway? It could be that the call is failing for other reasons than class of service, aka not related to content in the CSS anymore.
Sounds like you’re making progress on getting the calls to extend, not forwarding, to an external number. The reason it does not work without an EPNM set on the CTI ports is likely that your service provider, aka telco, does not allow you to make calls from the directory numbers that the ports have as they are very likely not part of your DID range. This is very common and can be dealt with by a few different options, one of them is to set the EPNM.
