UCCX: unable to call another script

[mr_cisco_cisco]

I’m trying a simple test.  What I’d like to do is call the trigger for script IT-test (1019995), it plays a welcome prompt, then there is a Place Call Step to 1019990 (trigger for script Callback-test).  Another prompt is played in this second script and the call ends.  (As you can probably guess this will become a full blown callback script).

This is not what happens.  When I call the trigger for IT-test I do hear the welcome prompt, but I don’t hear the prompt in the second script.  If I call the second script directly I hear that prompt. 

There is a call control group and dialog group created just for callback (ID 3 and 1 respectively).

I got MIVR logs and here is what I see:

// call to IT-test script

1767878: Nov 11 16:29:24.401 PDT %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-103-ROUTE_CALL_EV] CallImpl: Call.received() JTAPICallContact[id=101,implId=22159/2,state=STATE_RECEIVED_IDX,inbound=true,App name=IT_Main,task=null,session=null,seq num=-1,cn=1019995,dn=1019995,cgn=1011100,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1019995,route=RP[num=1019995],OrigProtocolCallRef=000000000000568F0299BC0800000000,DestProtocolCallRef=null,TP=null 

// place call to 1019990

1763129: Nov 11 16:12:34.397 PDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-8-TASK:0x5d21dba6e_IT-test.aef] WFTracingLogImpl: Execute step of Task 25000000110 : cOutboundContact = Place Call (to "1019990") 

// we see jtapi call.received event for call to callback-test script

1768059: Nov 11 16:29:35.428 PDT %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-104-ROUTE_CALL_EV] CallImpl: Call.received() JTAPICallContact[id=103,implId=22160/2,state=STATE_RECEIVED_IDX,inbound=true,App name=Callback,task=null,session=null,seq num=-1,cn=1019990,dn=1019990,cgn=#1107,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1019990,route=RP[num=1019990],OrigProtocolCallRef=00000000000056900299BC0B00000000,DestProtocolCallRef=null,TP=null 

// we get these errors

1768072: Nov 11 16:29:35.438 PDT %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.InvalidPartyExceptionImpl: Attempt to redirect to an unknown destination

1768101: Nov 11 16:29:35.454 PDT %MIVR-SS_TEL-3-CALL_CONTROL_EXCEPTION:[MIVR_SS_TEL_PORT_QEXE_#1107-106-4-OPEN_LOGICAL_CHANNEL:#1107] RequestImpl: Received exception while doing a call control operation : All Call ids=CallID:102 MediaId:22160/2,Failure type for the CallControl error=OPEN_LOGICAL_CHANNEL,Failure reason=CTIERR_ILLEGAL_HANDLE=0x8ccc0004::Handle is unknown to the system,Exception=com.cisco.jtapi.PlatformExceptionImpl: Handle is unknown to the system 

[Chintan Gajjar]

What i see is that:

you call into IT-test.aef :

so your call is the call contact and which is also triggering contact.

From your IT-test.aef You have a place call step which calls into callback.aef, so in this case the output of place call step cOutboundCaontact becomes the call contact (triggering contact and also a virtual separate call) for callback-test.aef.

so both the prompt will be played to the call contact obtained from place call step and not to your call!!

there are already sample call back script available from Cisco for UCCX, you may want to look at them first.

[Chintan Gajjar]

and forgot to mention that you also have to add Dialog Group ID in place call step without it the step will definitely fail.

The Dialog Group ID can be get from Cisco UCCX Admin Page --> Subsystems>Cisco Media.

The default group id already exist and it id is 0 i guess.

[mr_cisco_cisco]

Chintan

I already looked at the sample script before posting here.  I definitely added the dialog group id (I mentioned this in my post).

Here is the funny thing.  I used this script in UCCX 11.6.  But if I try it in 11.5 it does not fail.  I actually still don't hear the prompt (but you explained why since contact cOutboundContact will hear it).  But from MIVR trace I see it execute all the steps in callback-test.aef

[Chris Deren · Accepted solution]

if you nee to go from one script to another in a call flow use "Call Subflow"step so that you do not make completely separate call which is what you are doing.

If you want to stay with the logic you have make sure the "CTI Ports" in use have proper CSS to be able to reach the CTI Route Point and the CTI ports. 

[mr_cisco_cisco]

Hi Chris

I thought about call subflow. Here is my confusion. In a full blown callback script, after the caller leaves their callback number the script will disconnect the caller. So the triggering contact is terminated. In order for UCCX to bridge the caller with an available agent, a place call step is required so that a CTI port is allocated for the call. Is this correct?

Yes I did validate the CSS on the CTI port is correct.  Here is another twist.  I used this script on UCCX 11.6.  But if I try it on 11.5 I do not see the errors mentioned in my original post.

[mr_cisco_cisco]

After some more digging you are indeed correct. The CSS of the CTI Port didn't have the partition of the CTI port.