12-04-2019 04:07 PM
Hello,
Hoping someone has came across this issue and might have a fix.
We are using callback script which has been tested and works fine. After testing, the phone number mask displayed when agent initiates callback is that of agents extension.
We are looking to display the queue main number so there are Route List configured to send out correct number.
I configured route list as a string variable and added to the beginning of callback number but routes to Invalid step when call redirect. Route list starts with #XX followed by 1, then area code and number.
We were able to test agent by having them call #XX+1+AreaCode+Number directly and works. When debugging script, Call Redirect fails and steps through to Invalid.
Thank.
12-04-2019 05:34 PM - edited 12-04-2019 05:39 PM
Good thinking to create a special pattern in CUCM to route the call through, so that you can control the caller ID masking.
Extension | Description | ||
Extensions starting with “#” or “*” | Extensions that trigger a network take-back and transfer where the specified string is outpulsed as is. The redirect is successful if a hang-up event occurs within a maximum of 5 seconds.
|
Source: https://developer.cisco.com/docs/contact-center-express/#!call-redirect-step/call-redirect-step
In other words, you cannot use patterns which begin with a #, since it has special meaning for UCCX.
12-04-2019 05:52 PM
Thanks Anthony.
I will look into creating new pattern not starting with "#" or "*".
12-06-2019 05:06 PM - edited 12-06-2019 05:36 PM
Anthony, there isn't an escape sequence that can be used that allows UCCX to pass the # digit in a redirect step? That's disappointing. (I know you're just the messenger here. Thanks for the reply!)
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