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UCCX trigger application step

Genadi
Level 1
Level 1

Hello to everyone.

I have 2 scripts. Main and callback. The customer is calling to main script and he is requesting callback service while pressing digit 5 during promt. After that call is terminated and callback script should be triggered. I am using trigger application step in main script and get trigger info step in callback script. The problem is that the callback script should route the contact to select resources step ...How should i create a contact? 

I can't retreive GhostCaller contact..GhostCaller contact is "null"

Genadi_0-1697648420316.png

Genadi_1-1697648476045.png

 

1 Accepted Solution

Accepted Solutions

You can't use "triggering contact" when you trigger an application. You have to put the triggering contact into a separate contact variable you pass to the triggered application. It isn't obvious, but there are some limitations with how contacts are handled when you use a trigger application step. If you have a queue loop in the triggered application, the interrupt portion doesn't work the same way it does in the parent application. What I mean specifically is if you have a 'wait' step in the queue loop while the call is on hold, the wait won't get interrupted when the agent becomes available. The agent will go into reserved status and wait for the wait step to end. Then the call will be delivered to the agent. That isn't the case if you use a 'call subflow' step, but then you don't get any parameters that were assigned to the application.

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2 Replies 2

You can't use "triggering contact" when you trigger an application. You have to put the triggering contact into a separate contact variable you pass to the triggered application. It isn't obvious, but there are some limitations with how contacts are handled when you use a trigger application step. If you have a queue loop in the triggered application, the interrupt portion doesn't work the same way it does in the parent application. What I mean specifically is if you have a 'wait' step in the queue loop while the call is on hold, the wait won't get interrupted when the agent becomes available. The agent will go into reserved status and wait for the wait step to end. Then the call will be delivered to the agent. That isn't the case if you use a 'call subflow' step, but then you don't get any parameters that were assigned to the application.

Genadi
Level 1
Level 1

task was solved using session steps. Its very important to use variable "contact" in get session step