UCCE: Forceful Release an Agent Call from ICM Script, Can I?

Hi, let me explain the requirement first. Customer wants to make their IVR free of cost but they want to start billing only when the call is landed to skill group/agent. So far I can think to make it possible by triggering their billing server by ODBC gateway through Application Gateway process. But also the customer wants to release that particular call when that pre-paid caller is out of charge. They might trigger one of my application or can modify any particular database field and put the calling# into there and my task would be release that call.
I have thought an idea to develop a TCL script run into the voice gateways and release the call from there by searching the particular call with calling#, but I do not know TCL scripting or any idea how to develope TCL , can't I release that call from ICM script? Do I have any control on calls from ICM when the call is landed and connected to agent?
Any help would be hightly appreciated.

That's a nasty piece of work. Just imagine how jacked off you would be if you are the customer, you have enough in your bank account to get to an agent who is then starting to help you, and in the middle of your conversation you are simply cut off!
I don't think it's possible - although CVP would be your best shot because of the switch leg.
But not only that, I don't think it is desirable. If you check the customer's balance before going to an agent, that should be sufficient. Anything else is just terrible customer service.
Regards,
Geoff

Similar Messages

Migrating from ICM scripts to CVP-VXML Apps

Good day all.
Currently we are running on:
ICM 7.2
CVP 4.1
CUCM 6.
Call flow: using ICM-Script Editor
Applications: Using apps deployed on CVP-VXML server. they are called in ICM scripts.
Well my dilemma is this. We have planned to move all call flows from ICM-Scripts to Call Studio based apps/Scripts.
Now I have studied Call studio and VXML flows, and know that CallStudio/VXML scripts can be run directly from Gateway->ICM->CVP/VXML or in the traditional way called in ICM script.
If we deploy a full Standalone model with ICM lookup (no ICM scripts involved) then how is call queing for SkillGroups/agent transfers handled? do call studio based scripts have the capability, or will we have to include ICM scripts for this?
Secondly, when migrating from ICM scripts to Standalone+ICm lookup model, the current gateway configurations (ie apps, Dial plan and Dial plan to script matching for EACH dialed number) will have to be reconfigured? So as the Dialled number will directly translate to the IVR menu on VXML script?
Need expert inputs on this.
Regards,
AAK.

Hi Asif,
When you use the CVP as Standalone model, its purely for SelfService, Queuing is not possible even if you use Standalone with ICM Lookup. There is no concept of SkillGroups using CVP as Standalone
After the self service treatment is done, you can either transfer the call to CUCM or TDMACD
If you need queuing, you have to go for Comprehensive model.
If you want to go for a StandAlone Model, You will need to configure the Application Name, VxmlServer everything in the Gateway. Have a look at the config guide for CVP Standalone section
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp4_1/configuration/guide/cvp41cfg.pdf
Regards,
Senthil

Subroutine call from SAP Script

Hi,
I need to calculate required/outstanding qty. hence am passing existing values of reservation#/item# and issued qty.
both req/out qty are returned blank by the code. please help.
Following is my code segment for a external routine call from SAP Script.
/:   PERFORM P_GET_QTY IN PROGRAM ZTEST
/:   USING &MSEG-RSNUM&
/:   USING &MSEG-RSPOS&
/:   CHANGING &REQ_QTY&
/:   CHANGING &MSEG-MENGE&
/:   CHANGING &OUT_QTY&
/:   ENDPERFORM
REPORT ztest .
TABLES resb.
DATA: wa_resb TYPE resb,
      req_qty TYPE resb-bdmng,
      isd_qty TYPE mseg-menge,
      out_qty TYPE resb-bdmng.
FORM p_get_qty TABLES input STRUCTURE itcsy
                      output STRUCTURE itcsy.
DATA: avlbl TYPE resb-bdmng.
READ TABLE input WITH KEY 'MSEG-RSNUM'.
CHECK sy-subrc = 0.
wa_resb-rsnum = input-value.
READ TABLE input WITH KEY 'MSEG-RSPOS'.
CHECK sy-subrc = 0.
wa_resb-rspos = input-value.
READ TABLE input WITH KEY 'REQ_QTY'.
CHECK sy-subrc = 0.
req_qty = input-value.
READ TABLE input WITH KEY 'MSEG-MENGE'.
CHECK sy-subrc = 0.
isd_qty = input-value.
SELECT SINGLE * INTO wa_resb
                  FROM resb
                  WHERE rsnum = wa_resb-rsnum
                  AND   rspos = wa_resb-rspos.
CHECK sy-subrc = 0.
avlbl   = wa_resb-bdmng - wa_resb-enmng.
req_qty = avlbl - out_qty.
out_qty = req_qty - isd_qty.
output-name = 'REQ_QTY'.
output-value = req_qty.
MODIFY output TRANSPORTING name value WHERE name = 'REQ_QTY'.
APPEND output.
output-name = 'OUT_QTY'.
output-value = out_qty.
MODIFY output TRANSPORTING name value WHERE name = 'OUT_QTY'.
APPEND output.
ENDFORM.
Thanks,
Ram.

Hi Ram,
I think you have to use MODIFY instead of append for the OUTPUT table.
MOdify the table with KEY. This should resolve the problem.
Ram, you can check this code and see how the MODIFY is to be used.
REPORT YLSD999A.
DATA W_LENGTH TYPE I.
*   GENERAL PURPOSE SUBROUTINES FOR CALLING FROM SAPSCRIPTS
FORM DISPLAY_POUND TABLES IN_TAB STRUCTURE ITCSY
                          OUT_TAB STRUCTURE ITCSY.
DATA: COUNT TYPE P VALUE 16.
DATA: W_VALUE(17) TYPE C.        "defined as 7 chars to remove pence
DATA: W_CHAR TYPE C.
DATA: W_DUMMY TYPE C.
DATA: W_CURR(3) TYPE C.
*    Get first parameter in input table.
READ TABLE IN_TAB INDEX 1.
WRITE IN_TAB-VALUE TO W_VALUE .
* get second parameter in input table
READ TABLE IN_TAB INDEX 2.
MOVE IN_TAB-VALUE TO W_CURR.
IF W_CURR = 'GBP'.
    W_CURR = '£'.
ENDIF.
W_LENGTH = STRLEN( W_CURR ).
*    look for first space starting at right.
WHILE COUNT > -1.
    W_CHAR = W_VALUE+COUNT(1).
* W_CHAR = IN_TAB-VALUE+COUNT(1).
    IF W_CHAR = ' '.
      COUNT = COUNT - W_LENGTH + 1.
      W_VALUE+COUNT(W_LENGTH) = W_CURR.
      COUNT = -1.
    ELSE.
*     W_VALUE+COUNT(1) = W_CHAR.
      COUNT = COUNT - 1.
    ENDIF.
ENDWHILE.
* read only parameter in output table
READ TABLE OUT_TAB INDEX 1.
OUT_TAB-VALUE = W_VALUE.
MODIFY OUT_TAB INDEX SY-TABIX.
ENDFORM.
Cheers
VJ

Hello i accidentally synced all my photos from Iphoto and they doubled, i removed them all eventually to re-import them again, but i have no camera folder anymore and i have a folder called "From Mac" how can i turn it back to normal?

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That is normal for photos synced from a computer to a phone using iTunes. Synced photos were never placed in the Camera Roll. Additionally since iOS 8 there is no Camera Roll: http://appleinsider.com/articles/14/09/19/goodbye-camera-roll-where-to-find-your -photos-in-ios-8

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Any feedback would be helpful.

Move this to contact center forum to get better response.
Here: https://supportforums.cisco.com/community/5926/contact-center
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I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .
We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are satisfied then the call will route to that particular agent.
If agent is not logged on, then it will route to one skillgroup and if agent is logged on , but not available/ready then it will land to voice mail.
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Deepak

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Right branch connected to the SkillGroup you required
Wrong branch connected to another IF node and if SkillGroup.READY=0 have the Right branch connected the Voicemail
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RFC function call from VB Script

I have an RFC enabled function that I need to call from VBScript. I was working through this issue as a BAPI call but after research and RFC not initialized error messages over and over I am coming to think that the issue is not how I was doing it but what I was trying to do with different objects.
I think the issue is that I was trying to call a RFC function with BAPI methods, I didnt understand that there was I difference but now I do. I don't know how to initialize the RFC on the host system and unsure if I even have all of the components on the host system to make these function calls.
The goal here is to call a function that passes 3 paramters and modifies a user object in SAP.

Hello John,
are you using DCOM Connector? I have a VBScript working correctly, using DCOM Connector, and consuming a Z function module defined as RFC.
What's the error message you're getting?
Regards
Michael

Youtube-dl called from python script fails...why ? [solved]

Hi there,
since downloading youtube stuff with Browser plugins has been pretty unstable for me lately (read: mostly incomplete videos) I switched over to youtube-dl again. Unfortunately youtube-dl often stops downloading as well...
I wrote a small Python script which looks for incomplete downloads in my Youtube folder and restarts the download again. The code is quite simple:
#!/usr/bin/python
# -*- coding: utf8 -*-
# Modules used:
import sys, os
part_files = os.popen ("ls *.part")
for part_file in part_files:
target_name = part_file.strip()[:-5]
target_name = target_name.split(".")[0]
yt_id = target_name [len(target_name)-11:]
cli = 'youtube-dl -t http://www.youtube.com/watch?v=' + yt_id
print cli
os.popen (cli)
Unfortunately youtube-dl bombs out with the following stack trace and I have got no clue why...
youtube-dl -t http://www.youtube.com/watch?v=XNVaEoQMarg
Traceback (most recent call last):
File "/usr/lib/python2.7/runpy.py", line 162, in _run_module_as_main
"__main__", fname, loader, pkg_name)
File "/usr/lib/python2.7/runpy.py", line 72, in _run_code
exec code in run_globals
File "/usr/bin/youtube-dl/__main__.py", line 17, in <module>
File "/usr/bin/youtube-dl/youtube_dl/__init__.py", line 516, in main
File "/usr/bin/youtube-dl/youtube_dl/__init__.py", line 500, in _real_main
File "/usr/bin/youtube-dl/youtube_dl/FileDownloader.py", line 507, in download
File "/usr/bin/youtube-dl/youtube_dl/InfoExtractors.py", line 92, in extract
File "/usr/bin/youtube-dl/youtube_dl/InfoExtractors.py", line 87, in initialize
File "/usr/bin/youtube-dl/youtube_dl/InfoExtractors.py", line 313, in _real_initialize
File "/usr/bin/youtube-dl/youtube_dl/InfoExtractors.py", line 197, in report_lang
File "/usr/bin/youtube-dl/youtube_dl/FileDownloader.py", line 192, in to_screen
IOError: [Errno 32] Broken pipe
Does anybody have an idea why this happens ? Using youtube-dl without the "resume download" script works perfectly though...
TIA,
D$
Last edited by Darksoul71 (2013-06-06 11:00:51)

I think the problem is that you are using os.popen.
The function returns a file object to which the pipe of the new spawned process is connected. If you don't catch that file object, python might garbage collect it. (In addition, your script terminates, so the file object will be garbage collected).
Check out the subprocess module from the standard lib. I think there you can redirect the pipe of the new spawned processs to /dev/null or something.
http://docs.python.org/2/library/subprocess.html

PVII Called From External Script?

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menus. I'm trying to clean up my code and wondering if its possible
to call these behaviors from an external script. I am already do
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below.
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<script language="JavaScript" src="script3.js"
type="text/javascript">
</script>
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Thanks,
Trinoz

Hi Suhas,
Nice to know you became Moderator...
Hmmm the solution you provided was the last option..
Any ways the issue is resolved we changed the user to dialog user and then debugged the code.
Thanks a Lot,
Anmol.

Error while transferring agent to agent call

Hi,
when transferring agent to agent call through ICM, i am getting the error. below is the logs for the same.
11:14:39.599 |//SIP/Stack/Error/0x0/DROPPING unregistered header Cisco-Gucid: AF4B8C1E100001346787D3E60A6E0A11|5,100,63,1.1^*^*
11:14:39.599 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 1169 from 10.110.10.45:[32796]:
INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612
Via: SIP/2.0/UDP 10.110.10.17:5060;branch=z9hG4bK.Z5FCyzJYgyGTcQKk150og~~182259
Max-Forwards: 68
To: <sip:[email protected];transport=udp>
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
Contact: <sip:[email protected]:5060;transport=udp>
Expires: 60
Remote-Party-ID: <sip:[email protected]>;party=calling;screen=yes;privacy=off
Call-ID: [email protected]
CSeq: 1 INVITE
Content-Length: 0
User-Agent: CVP 8.0 (1) Build=1440
App-Info: <10.110.10.17:8000:8443>;ringtone=ringback.wav
Call-Info: <sip:10.110.10.196:5060>;purpose=x-cisco-origIP
Date: Thu, 05 Jan 2012 19:14:37 GMT
Supported: timer
Supported: resource-priority
Supported: replaces
Supported: X-cisco-srtp-fallback
Supported: Geolocation
Min-SE: 1800
Allow: INVITE, OPTIONS, INFO, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY
Allow-Events: presence
Cisco-Guid: 2164036096-0000065536-0009543076-3289017866
Session-Expires: 1800
Cisco-Gucid: AF4B8C1E100001346787D3E60A6E0A11
45^*
11:14:39.599 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.110.10.45:[5060]:
SIP/2.0 100 Trying
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612,SIP/2.0/UDP 10.110.10.17:5060;branch=z9hG4bK.Z5FCyzJYgyGTcQKk150og~~182259
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
To: <sip:[email protected];transport=udp>
Date: Thu, 05 Jan 2012 19:14:39 GMT
Call-ID: [email protected]
CSeq: 1 INVITE
Allow-Events: presence
Content-Length: 0
11:14:39.600 |//SIP/Stack/Info/0xf252a80/Sent an 3456XX Error Response|5,100,214,1.2332234^10.110.10.45^*
11:14:39.600 |//SIP/Stack/States/0xf252a80/0xf252a80 : State change from (STATE_RECD_INVITE, SUBSTATE_NONE) to (STATE_DISCONNECTING, SUBSTATE_NONE)|5,100,214,1.2332234^10.110.10.45^*
11:14:39.600 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.110.10.45:[5060]:
SIP/2.0 503 Service Unavailable
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612,SIP/2.0/UDP 10.110.10.17:5060;branch=z9hG4bK.Z5FCyzJYgyGTcQKk150og~~182259
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
To: <sip:[email protected];transport=udp>;tag=887062457
Date: Thu, 05 Jan 2012 19:14:39 GMT
Call-ID: [email protected]
CSeq: 1 INVITE
Allow-Events: presence
Warning: 399 us-a-vc-sub3 "Unable to find a device handler for the request received on port 5060 from 10.110.10.17"
Content-Length: 0
11:14:39.605 |EnvProcessUdpHandler::handle_input - handle = 280|*^*^*
11:14:39.605 |EnvProcessUdpHandler::handle_input Status: 0, Id: 0|*^*^*
11:14:39.605 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 378 from 10.110.10.45:[32796]:
ACK sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612
Max-Forwards: 70
To: <sip:[email protected];transport=udp>;tag=887062457
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
Call-ID: [email protected]
CSeq: 1 ACK
Content-Length: 0
attached is the file of ccm logs

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How to log in with my old Apple account? I forgot my pass and I did change my apple ID before canceling first?? I am from Croatia so did folow al the discussion and the to resolve the problem but no luck. Can not call from Croatia the Apple help desk

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HT5463 Can you block calls from certain numbers

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Thanks & Regards,
Eric

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Regards,
Geoff

UCCE: Forceful Release an Agent Call from ICM Script, Can I?

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