Uccx Script doesn't work it directs immediately to ports

[Phoenix3]

Good Evening ,

I am working on creating IVR for our service desk 

It should work as the following :

Welcome user and ask them to press :

1 for existing ticket 

--> get ticket number 

-->direct them to available agent

-->prompt agent  to html link that contain a  link added to it the ticket number 

2 for other requests 

--> direct them to any available agent

but whenever I tried to debug it gets a lot of error 

and if I called it directs me immediately to any agent even if there is non available.

[Mike_Brezicky]

Hello,
So first - Does your Prompt - WelcomePrompt play the menu options 1/2? I would have that play under the Menu settings. Chances are, it may just be rolling to unsuccessful or Timeout selection.
I would suggest testing one scenario at a time. The simplest is Option 2, make sure you get the prompt, press 2, and the correct queue is being selected. After that, then add in / test option 1.
We cannot see past this section as for the Menu > Unsuccessful / Timeout paths. or beyond, so in your option 1, its unsure where the script goes after success of the digit entry and http forward.

[Phoenix3]

yes the welcome contain the "press one for ..."

when I try to run the code I get "AcceptStep: Trigger is not a ContactApplicationTrigger"

[Mike_Brezicky]

I would move the WelcomePrompt into the Menu settings as its prompt and not a separate line. Without that, your selection is not really applying as the prompt is playing before the menu step takes place.

[Phoenix3]

I removed the prompt and had the menu play the prompt .. but till now it does not work .. I get the same error and when I call it direct me immediately to one of the ports

[Konstantin Vaksin]

Why do you create URL in the script?

Easy way to open page with URL from the call:

1. Store SR number in CallVariable1 (as example)

2. Create Workflow to open HTTP Browser page, when call is received. Use CallVariable1 parameter in the URL

[Phoenix3]

how do I create workflow ? I am new to this and Cisco guide are not easy

[Konstantin Vaksin]

Google search can give you a lot of resources to follow.

One of them is here https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-730904.html

Kostia

[Phoenix3 · Accepted solution]

It appears that issue was in the audio files .

I used this website to change their settings https://g711.org/  to u-law WAV (8Khz, Mono, u-law)