uccx script-call redirect step

[G3261]

Hello,

I have been working on  a script and have few questions to ask---

My script does the following-call in queue--> 15 sec delay-->MoH-->another 15 sec delay (loop count 2 is TRUE)-->Menu-->Press 1 for VM access

Call Redirect to VM pilot number.

The last step doesn't seem to work!!! I have checked CSS for CCG, Partition is OK. I have tried everything under Call redirect properties but nothing seems to be helping!!! Any ideas what could be wrong? Thanks

[Aaron Harrison]

Hi

What happens when you do a reactive debug?

Is your voicemail number XXXX?

Have you checked the MIVR logs to see what happens when the step executes ?

Aaron

[G3261]

Thanks Aaron for taking the time and looking into this...

during reactive debug--

Welcomemsg-->1stShort msg-->delay15sec-->2ndshortmsg-->delay15sec-->Menu (leave vm prompt)-->Press1-->call goes to End of the script

VM number is 4 digit

MIVR check-No (working on it)

[Aaron Harrison]

Hi

One quick test I do is to put an 'annotate' step in each of the steps under 'redirect' - i.e. success, failed, invalid and unsuccesful. That allows you to see when stepping through which branch is taken rather than it just skipping to the next/end step.

You say it goes to 'end' as soon as you press 1, are you stepping through with f10 or running through automatically? Does it not hit the 'redirect' step at all? If not, your menu filter tab may be wrong, please screen grab your menu step customiser or post up the script.

Aaron

[G3261]

Hello Aaron,

I got it working by creating CTI RP extension-->Fwd all-->to Unity mail box. Just want to thank you for taking the time and suggestions. I have last question regarding-Call Redirect step. I have been reading your answers in other posts and noticed that you have mentioned that after call redirect step, we need to make sure to have call handled step so it doesn't show up as abandoned call in reporting....is this true in some circumstances or in every call redirect step?

[G3261]

NA

[Aaron Harrison · Accepted solution]

Hi Gary

It's good practice to explicitly add it whenever you reach what your business deems a 'satisfactory' outcome of a call. The system marks 'handled' when the call reaches an agent with a select step, but in other cases may not.

So yes, in this case I would add one -  assuming a call sent to voicemail is 'handled' from a business POV.

Aaron

[G3261]

awesome...thanks for your suggestions.