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Beginner

Uccx Script doesn't work it directs immediately to ports

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.Capture.PNG

 

var.PNG

1 ACCEPTED SOLUTION

Accepted Solutions
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Beginner

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)

View solution in original post

8 REPLIES 8
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VIP Collaborator

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

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

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

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

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)

View solution in original post

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