UCCX CallBack Script

[Matthew Martin]

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

[simon hester]

Hi Pescla, 

I'm not sure I understand what you mean. I have the place call option in the script editor but is that what I need to implement the call back features and also keep the users place in the queue. 

Thanks 

[Anthony Holloway]

@VinayKumarJalalpuram5336 

I'm pretty sure you cannot redirect to any phone number beginning with a * or #.  Check the doc excerpt here:

Source https://developer.cisco.com/docs/contact-center-express/call-redirect-step/#call-redirect-step

[VinayKumarJalalpuram5336]

@Anthony Holloway Thanks for the reply. our prefix starts with #, so I added it there. before that I tried not to use the # but still gave me the same error. I was testing In jabber as it makes a call without using #. Call goes to the agent. Agent presses 1 to route the call, but it directly goes to unsuccessful and ends it giving the automated error message that the system is having problems. 

is there anything I can change? Been trying for a long time but getting the same error. Also I'm using the same CCG for both triggers