UCCX using Set Enterprise Call Info step with Exceptions

[James Hawkins]

Hi,

I have a UCCX 12.5 system and want to write Custom Variables to CUIC for calls that are terminated during the initial IVR/Menu or whilst queuing for an agent.

I have set an On Exception (ContactInactiveException) step which goes to a label which has a Set Enterprise Call Info step which should write variables to CUIC for the call.

Doing a reactive debug everything looks ok but when I run the CUIC Call Custom Variables Report the values that were written by the Set Enterprise Call Info step to Custom Variable 1, 2 etc. are blank.

I am guessing that as the call has been dropped the Set Enterprise Call Info step does not know which call to associate the values with.

Is there any way of writing this info to CUIC for a ContactInactive call?

[James Hawkins]

Just done some more testing and the values are written ok for normal calls. If doing a reactive debug they are not. 

[Thomas G. Johannesen]

Can you share your script (or just the steps for your exception)

[James Hawkins]

Hi Thomas,

Attached is a very basic script that I used to test the exception.

[Thomas G. Johannesen]

First of all. 

You need to clear the exception otherwise you make an endless loop

That could be the issue.

[Jonathan Schulenberg]

You can’t terminate a call that has already ended; the script will crash and throw an exception in the MIVR logs. Terminate must be before the “ContactInactive” label in that screenshot.

[Thomas G. Johannesen]

Your right - My bad