UCCX Play Prompt during set step?

[Davin Dameron]

In a script I have a set step that sets a variable using a custom class we wrote that looks up account info.  This custom class takes a few seconds to return.  Is there a way to play a prompt while it's working so the user doesn't just here silence?  UCCX is version 8.5.                

[Graham Old · Accepted solution]

No, but you could put the call on hold.

So play a short message, "Please hold while we lookup your account"

Do a Hold

Do the lookup

Do a unhold.

Graham

[Davin Dameron]

That's a fine solution Graham.  Thanks.

[Jonathan Schulenberg]

Just be careful about the sizing impacts. CCX is sized with the assumption that the average holding time is three minutes. Yanking people on/off hold generates additional CTI activity which ripples into additional signaling to the gateway. If you're doing this at scale it could become a problem. There is a sizing tool for CCX (and all UC apps) but it's partners-only sadly; it may be worth a run-through before you load this with a few hundred calls. If not, just wade into it gently and see how things go.

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