Solved: Re: UCCX CallBack Script

Matthew Martin · ‎07-29-2020

Hello All,

I'm working on a CallBack option for customer's who don't want to wait on hold. Basically, holding their place in the queue for the next available agent. I'm using the example found at the link below. But, have a few questions regarding the example.

https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/214522-configure-custom-script-for-callback-fea.html

I'm sort of ignoring the Leave a Message portion, as we already have something like that setup to send a caller to voicemail.

After the caller is Queued and the caller presses the 1 key, I send the caller to the portion of the script for the Call Back steps. Right now, I am able to successfully prompt the user for a call back number, which I then capture and read back to the caller to confirm. If the number is good, then a Terminate step.

Then, what I believe you're supposed to do is run a Place Call step to a new Script/Application containing a simple icd script with a Select Resource step. The Place Call step also has a Get Digit String (*under the Successful branch of Place Call) which waits for an Agent's input (*with a press one option to be connected).

This Place Call step hits the Unsuccessful branch. The example from the URL above just says to have the 2nd script's trigger to be a part of a different Call Control Group then the original script the caller was queued in. But, does that Call Control Group need to be a "outbound" Group Type for this to work? I don't appear to have that option when creating a new Call Control Group, so I assume we're not licensed for this. But, I did read something about Direct Preview Outbound, which doesn't require an extra license.

I have the MIVR logs from one of these test calls if needed. This is the first time we're trying anything outbound from UCCX so I'm not sure what's required.

Thanks in Advance,

Matt

Anthony Holloway · ‎07-31-2020

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.

UCCX CallBack Script

Example: Bare Bones

Example: Re