EDIT: I edited this post like 10 times to keep tweaking it. Sorry about that.
First off, you cannot save the caller's position in queue with UCCX callback. It's unfortunate, but it's just not possible right now.
For script 2, all you really need is this:
Example: Bare Bones
Script 2
Start
Accept (--Triggering Contact--)
Select Resource (--Triggering Contact--, "YourCSQName")
Connected
End
Queued
Delay 43200 sec
End
Notice that I prevent a loop from happening in the Queued branch by using a 12 hour delay. 12 Hours being the CUCM default setting for maximum call duration, at which point CUCM will drop the call.
You cannot avoid looping in Script 1 however, because it basically needs to poll something to understand when it can move to the next step, e.g., connecting to the caller. However, care should still be taken here, because too long of a call with too quick of a loop cycle will start failing your calls, and callers will never get a callback.
As an aide in slowing down the loop cycle, you can manipulate the prompt which plays in the Get Digit String step to be longer, repeat it self, and/or mix in a Delay Prompt (E.g., dp[5000]) to create some space between playouts.
Example: Repeating Prompt 10 Times
Script 1 (cb is a Prompt variable)
contact = Place Call (to "1234")
Successful
Wait For Agent:
CED = Get Digit String (contact, cb + cb + cb + cb + cb + cb + cb + cb + cb +cb)
Timeout
Goto Wait For Agent
EDIT: 2020-12-16 - Added Wait For Agent label. Thank you Jim-J for bringing this to my attention.
Example: Adding a Delay Based on EWT Then Repeat
Script 1
contact = Place Call (to "1234")
Successful
Wait For Agent:
ewt = Get Reporting Statistics (contact, Expected Wait Time)
CED = Get Digit String (contact, dp[ewt * 1000] + cb + cb + cb + cb + cb + cb + cb + cb + cb +cb)
Timeout
Goto Wait For Agent
Back to Script 2 though, the way I showed it, it will statically assign the target CSQ every time. This may or may not work for you. It typically needs dynamic assignment in my experience. In which case, the Contact created in Script 1, is actually the same Contact as --Triggering Contact-- in Script 2. This is convenient, because it allows you to Set Enterprise Call Info for the Contact in Script 1, while you can then Get Enterprise Call Info in Script 2. E.g. Pass the target CSQ name from one script to the other.
Just be careful about creating a race condition here. That is when Script 2 thinks it's able to read the value of the CSQ too soon, but Script 1 hasn't finished writing it yet. So, you can either just delay a little at the start of Script 2, just after Accept, or you can write a small polling interval loop, checking if the CSQ has been set yet.
Example: Delay Based Approach
Script 1
contact = Place Call (to "1234")
Successful
Set Enterprise Call Info (contact) Variables Used:csq
...
Script 2
Start
Accept (--Triggering Contact--)
Delay 5 sec
csq = Get Enterprise Call Info (--Triggering Contact--, "csq", --Scalar--, -- All --)
Select Resource (--Triggering Contact--, csq)
Connected
End
Queued
Delay 43200 sec
End
Example: Polling Based Approach
Script 1
contact = Place Call (to "1234")
Successful
Set Enterprise Call Info (contact) Variables Used:csq
...
Script 2
Start
Accept (--Triggering Contact--)
Check for CSQ:
csq = Get Enterprise Call Info (--Triggering Contact--, "csq", --Scalar--, -- All --)
If (csq == null || csq.isEmpty()) Then
True
Delay 5 sec
Goto Check for CSQ
False
Select Resource (--Triggering Contact--, csq)
Connected
End
Queued
Delay 43200 sec
End
In some cases, like even in yours, the Agent might connect to Script 1 (the pretend caller) and be at a point in the Get Digit String step where the Agent hears silence for a while. In which case, you might employee the following strategy, though it's a trade off in that you'll loop more often.
Example: Agent Answer Detection
Script 1
contact = Place Call (to "1234")
Successful
Set Enterprise Call Info (contact) Variables Used:csq
Goto Wait for Agent
/* ...other outcomes handled here... */
Wait For Agent:
is_answered = Get Enterprise Call Info (contact, "is_answered", --Scalar--, -- All --)
If (! is_answered) Then
True
Delay 10 sec
Goto Wait For Agent
False
Interact With Agent:
/* ...do and say what you want to the Agent, you have them on the line... */
Script 2
Start
Accept (--Triggering Contact--)
Delay 5 sec
Select Resource (--Triggering Contact--, csq)
Connected
Set Enterprise Call Info (--Triggering Contact--) Variables used:is_answered
End
Queued
Delay 43200 sec
End
