Courtesy Callback for CVP 9 w/o Call Studio

Just a question, is Call Studio a requirement to be able to utilize courtesy callback for CVP? I have a customer using only micro-apps and didn't purchase Call Studio but they might be potentially looking at some sort of callback solutions. Hence, the question. Many thanks.

Required for courtesy callback.
Other callback solution would be custom and should be possible through ICM scripting (depends how you do it) directly.
Thanks!
-JT-

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Insert/flag data to PV9 (db) with CVP script (Call Studio) and create java class

Hi all,
i already created workflow with CVP script using Call studio, i have a problem how to insert call entered digit to PV9 and check the bill customerID with java class.
The workFlow design:
1. Customer enter the customerID (sessionID from ICM)
2. Play the customerID ---> Insert to PV9 (ex: 12390)
3. Check monthly bill
4. Option enter another customerID
5. Back to step 2 ---> Insert to PV9 (ex:12390,12380)
When we want to create a java class is enough to install default call studio + JDK and create new call studio project? because when i created new call studio project only will be created callflow folder and app.callflow
thx before,
darma

Hi Chintan,
This'is my callflow design with callStudio
i want create java class to get value from REST Url, i already have the script but i'm still confused how to deploy it in call studio, my call studio project is like this
this'is the java source, how to compile and what prerequisites are required?
/* 1: */ import com.audium.server.AudiumException;
/* 2: */ import com.audium.server.session.ActionElementData;
/* 3: */ import com.audium.server.voiceElement.ActionElementBase;
/* 4: */ import java.io.BufferedReader;
/* 5: */ import java.io.InputStreamReader;
/* 6: */ import java.io.PrintStream;
/* 7: */ import java.net.URL;
/* 8: */ import java.net.URLConnection;
/* 9: */
/* 10: */ public class MyBill
/* 11: */ extends ActionElementBase
/* 12: */ {
/* 13: */ static final int PREDICT_THRESHOLD = 3;
/* 14: */ private static String vBill;
/* 15: */
/* 16: */ public static void GetDataBill(String strDataBill)
/* 17: */ throws Exception
/* 18: */ {
/* 19: 23 */ vBill = "0";
/* 20: */
/* 21: 25 */ URL strBill = new URL("http://192.168.10.23//wsclient.php?id=" + strDataBill);
/* 22: */
/* 23: */
/* 24: */
/* 25: 29 */ URLConnection hpCon = strBill.openConnection();
/* 26: 30 */ int len = hpCon.getContentLength();
/* 27: 32 */ if (len > 0)
/* 28: */ {
/* 29: 36 */ BufferedReader in = new BufferedReader(
/* 30: 37 */ new InputStreamReader(strBill.openStream()));
/* 31: 38 */ vBill = in.readLine();
/* 32: */ }
/* 33: */ else
/* 34: */ {
/* 35: 45 */ vBill = "0";
/* 36: */ }
/* 37: 49 */ System.out.println("YourBill : " + vBill);
/* 38: */ }
/* 39: */
/* 40: */ public void doAction(String name, ActionElementData actionAPI)
/* 41: */ throws AudiumException
/* 42: */ {
/* 43: 63 */ String strCustID = (String)actionAPI.getSessionData("QueueIDs");
/* 44: */ try
/* 45: */ {
/* 46: 66 */ GetDataBill(strCustID);
/* 47: */ }
/* 48: */ catch (Exception e)
/* 49: */ {
/* 50: 69 */ System.out.println("0");
/* 51: */ }
/* 52: 74 */ String balance = vBill.trim();
/* 53: 81 */ if (balance == "0")
/* 54: */ {
/* 55: 83 */ actionAPI.removeAllSessionData();
/* 56: 84 */ actionAPI.setSessionData("balance", balance);
/* 57: */ }
/* 58: */ else
/* 59: */ {
/* 60: 91 */ String strSess = balance.substring(0, 1);
/* 61: 92 */ String strSess2 = balance.substring(1);
/* 62: */
/* 63: */
/* 64: 95 */ actionAPI.setSessionData("StsBill", strSess);
/* 65: 96 */ actionAPI.setSessionData("ValBill", strSess2);
/* 66: 99 */ if (strSess > "1")
/* 67: */ {
/* 68:102 */ actionAPI.setSessionData("StsBill", "1");
/* 69:103 */ actionAPI.setSessionData("balance", strSess2);
/* 70: */ }
/* 76:110 */ if (strSess == "0")
/* 77: */ {
/* 78:112 */ actionAPI.setSessionData("StsBill", "0");
/* 79:113 */ actionAPI.setSessionData("balance", strSess2);
/* 80: */ }
/* 81:115 */ if (strSess == "9")
/* 82: */ {
/* 83:117 */ actionAPI.setSessionData("StsBill", "9");
/* 84:118 */ actionAPI.setSessionData("balance", "0");
/* 85: */ }
/* 86:121 */ if (strSess2.trim() == "") {
/* 87:122 */ actionAPI.setSessionData("balance", "0");
/* 88: */ } else {
/* 89:124 */ actionAPI.setSessionData("balance", strSess2);
/* 90: */ }
/* 91: */ }
/* 92: */ }
/* 93: */ }
please help Me

Dialout prefix support for CVP courtesy callback??

Hey guys,
Got a UCCE 8.5 + CVP 8.5 environment with courtesy callback. Everything is set up, and CVP is passing back the 10 digit number to the gateway when an agent is ready and it's trying to make a callback attempt. This is a problem however, as we really need a prefix on that number for outbound dialpeer pattern matching. e.g. 19195551212 or 79195551212 instead of just 9195551212. Maybe I'm missing something but I can't seem to find out how to do this...nothing obvious in the ICM/CVP scripts, etc. Can anyone provide some pointers?
Thanks!

Can you select dial-peer based on source address?
http://www.cisco.com/en/US/customer/docs/ios/voice/sip/configuration/guide/sip_cg-bind.html
I'm sure there are other more elagant solutions but this is the first thing that came to my mind.

EWT calculation for multiple skill groups at Courtesy Callback

Hi All,
I have configured CVP courtesy callback. Call is coming to callback number and call connected with agent .
I have configured EWT for only one skill group. Now I need to calculate proper EWT for multiple skillgroups.
To calculate EWT for ACTV skill group I used the below formula.
ValidValue(((SkillGroup.ACTV.RouterCallsQNow+1)*(ValidValue(SkillGroup.ACTV.AvgHandledCallsT
imeTo5,20))/max( SkillGroup.ACTV.Ready, (SkillGroup.ACTV.TalkingIn +
SkillGroup.ACTV.TalkingOut + SkillGroup.ACTV.TalkingOther))),100)
Now I need to calculate EWT for multiple skillgroups.
Kindly guide me to configure EWT for multiple skillgroups.
Regards,
Fakhrul

Did you get this sorted out? Can you post an example. Thanks a bunch.

CVP call studio and default audio

Not sure if this should get posted here or on the development forum but it's getting posted here anyways...
We have 4 combo boxes in our CVP deployment so we have 4 media servers. I'm trying to figure out what to configure for the Default Audio Path URI in Call Studio when creating a project .It appears that I have to specify either a single media server to pull the audio from or pull it from flash.
I know our gateways will pull down the wav files from the media servers but if I specify flash in the studio application, do I need to load the wav file directly onto flash on the router or can it access the media servers and pull it down? We run most of our ICM scripts off of microapps, not custom vxml apps. Most of the documentation and the partner class I took doesn't look at multi server deployments and combo boxes like as most standard deployments are like this now. I don'ts ee anything in the Cisco docs for CVP that specify this information. Any help would be appreciated.
We are using SIP and CSS if that makes a difference.
ICM 7.5.9
CVP 7.0.2
UCM 7.1.3
thanks
Paul

The normal way is to use the VIP you built on your CSS. Let's say this is a.b.c.d and it manages the IP address of the media servers as a "service", providing load balancing and resilience.
For each application in Studio you should make a matching default audio path and put all the media files under that. Makes it easy - even if there is repetition of system files (1.wav, 2.wav etc). You can control the lifetime (expiration) on IIS more easily.
Let's assume your application is called "foobar" and your locale is "en-us".
So set the path to
http://a.b.c.d/en-us/app/foobar/
Don't forget the trailing slash. As you go through the Studio program, you just need to specify an audio item as "mywavefile.wav" and that makes it really easy to look at the Prompt Dictionary, as they have simple wav file names and no path information.
Others may have different views, of course. I'm prepared to vigorously defend mine.
On IIS you will have wwwroot\en-us\app\foobar with a bunch of files.
Regards,
Geoff

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Hello,
I'm new to Call Studio, do not have my hands on the software yet.
Is it possible to concatenate variable data within a call studio script?
The business wants to capture IVR menu selections for reporting purposes. The IVR is complex and will require a CVP VXML server application. My plan is to utilize a call variable within call studio, update the variable with flags/values for each menu selection, then send this data back to ICM. In ICM, I will analyze this variable and set call types accordingly for reporting.
Thanks in advance,
Mike

Got it.
ok, so in call studio i would do it like this.i would define one variable say session data "retVAL" and update its value based on menu selection.
if you closely loom at attached screenshot everything is there. value of all 3 menu options are concatenated and assigned to session data called retVAL using substitution builder.
and the value of same variable is returned to ICM using CVP sub dialog return.
regards
Chintan

CVP call studio Video tutorial

Hi Team
Is there any CVP call studio Video tutorial to make advanced call flow Integrated with Database IE(Oracle or SQL).
also how to call JAR integrated file in Advanced prompt element.
Please advise is there any Video tutorial or Online Course as well for CVPD 8.0.
Thanks
Ahmed Soliman

Ahmed,
I dont have any links to videos, but have you looked through the CVP programming guides:
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html
Chris

CVP Call Studio Database Element

Hi all,
I got the below error when I tried to use the Database element in CVP Call Studio to connect to a MSSQL database.
touch111_24-7_Database,07/08/2014 13:52:31.724, The error was: A built-in element encountered an exception of type com.audium.server.AudiumException. There was a problem looking up the JNDI data source 'ivr1'. The root cause was: javax.naming.NameNotFoundException: Name ivr1 is not bound in this Context.
I have added the below to the context.xml file :
<Resource
name="jdbc/ivr1"
auth="Container"
type="javax.sql.DataSource"
driverClassName="com.microsoft.sqlserver.jdbc.SQLServerDriver"
url="jdbc:sqlserver://x.x.x.x:1433;databaseName=TestCallStudio;user=xxxx;password=xxxx"
/>
In the Database element settings in Call Studio, I put ivr1 in the JNDI Name field.
Can someone help me to know what could be causing this error to appear?
Thank you in advance.
Lara

change jndi name in call studio from "ivr1" to "jdbc/ivr1"
and check if it is working or not.
regards
chintan

CVP 7.0.1 Call Studio app seems locked or corrupted after licensing attempt

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Can I uninstall CS and reinstall it? Plus, will the reinstall maintain the same system ID we received the correct license for?
I've attached the log files from the About menu and screenshots of Studio.
Thanks.

We went through the Setup.exe to repair the installation, reinstalled Studio, applied the correct license file and it now works without issues.

CVP Call Studio is using port 80

Dears,
I have a Call Studio application installed on a windows 7 machine.
Recently I have installed Xampp server on the same machine and everything was working well.
Suddenly the Apache server was down and after some investigation I found out that the call studio application is using port 80 which prevented Apache from starting.
Can someone please advise why suddenly Call Studio started using port 80? what should be done in this case?
Thank you in advance.
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Hi Davis,
Thank you for your reply.
I also have Call Studio 8.5 installed on my machine and it doesn't listen on any port. This issue occurred at a customer site two weeks ago and I want to know why suddenly Call Studio used port 80, what could have happened, was the application crashing?
Any idea?
Today I tried to execute the command "netstat -ano" and it showed that Apache process is now using port 80.
Regards,
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Courtesy Callback & Reporting Impacts on Wait Time/Average Speed of Answer

Hello,
With CVP Courtesy callback, if a caller selects to be called back and then hangs up, will that period of time be also considered in the Skill Group's wait times and average speed of answer? Or is wait time only considered when the caller is physically waiting on the phone?
Thanks,
Mike

Mike,
The caller is still considered "queued" for the duration. The CVP app that does the callback is run as a non-interruptable script, and keeps the ICM call active until the decision is made to call back the caller. ICM does not see this as any different from a regular queued call.
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Error when configuring Database element in Call Studio

Dear all,
It is a UCCE system 9.0 with CVP 9.0 and CVP Call Studio 8.5
I am using the Database Element in order to connect to a MSSQL database.
The below has been done:
* Download JDBC driver: "sqljdbc_4.0.2206.100_enu"
* Copy sqljdbc.jar to CVP VXML Server's: C:\Cisco\CVP\VXMLServer\Tomcat\common\lib folder
* Modify the context.xml file by adding the below:
<Resource
name="jdbc/ivr"
auth="Container"
type="javax.sql.DataSource"
driverClassName="com.microsoft.sqlserver.jdbc.SQLServerDriver"
url="jdbc:sqlserver://192.168.2.166:1433;databaseName=IVR;user=sa;password=cisco.cisco0;integratedSecurity=true"
/>
* In the Call Studio application I put the JNDI Name to ivr.
But when I called the application, I got the below error in the Error log:
The error was: A built-in element encountered an exception of type java.lang.UnsupportedOperationException. The root cause was: java.lang.UnsupportedOperationException: Java Runtime Environment (JRE) version 1.6 is not supported by this driver. Use the sqljdbc4.jar class library which provides support for JDBC 4.0.
I replaced the sqljdbc.jar by the sqljdbc4.jar but this has not solved my issue and I got the below error:
The error was: A built-in element encountered an exception of type com.audium.server.AudiumException. Cannot create PoolableConnectionFactory (This driver is not configured for integrated authentication. ClientConnectionId:01a41697-0e01-4876-819d-1e2e8733f24b) The root cause was: org.apache.tomcat.dbcp.dbcp.SQLNestedException: Cannot create PoolableConnectionFactory (This driver is not configured for integrated authentication.
Can someone help me to solve this issue.
Thank you in advance.
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Actually I have removed "integratedSecurity=true" from the Context.vxml and got my issue resolved.

Clear type ahead buffer in VXML - Call Studio 8.5

Hi,
I'd like to take control of the type ahead buffer within my VXML script developed in Call Studio.
So far the only thing I could find about it is a reference to a VXML prompt attribute, but nothing about how it can be set in Call Studio. Has someone successfully used this? If yes, can this be set within Call Studio?
Thanks,
Attila
http://www.cisco.com/en/US/docs/ios/voice/vxml/developer/guide/refgde1.html#wp1049198 says:
"cisco-typeaheadflush Attribute for <prompt>
The default value of cisco-typeaheadflush is false. A false value means that the typeahead buffer is not flushed after the prompt plays out. If the prompt is bargeinable, the digit which barges in is not flushed.

I've tried configuring it in the settings tab just like you had on the screenshot with both com.cisco.typeaheadflush and the cisco-typeaheadflush too.
Unfortunately the non bargeable prompt is still skipped after a bargeable prompt having those set.
Shall I be thinking of writing my custom Audio element for this?
This is the generated VXML by the way:
http://www.w3.org/2001/vxml" version="2.1" application="/CVP/Server?audium_root=true&calling_into=Barge_Test" xml:lang="en-GB">
bargeable prompt

Cisco Unified Call Studio 8.0 and above with VMWare image?

There is no official Cisco document which says "CallStudio" can run on VMware environment. However when the licensing was based on SystemID till 7.0 release, we have seen Cisco installing them in couple of customer "demo" location under VMware in region. Version 8.0 and above, the licensing mechanism for Call Studio uses a new FlexLM-based [IPlocking] license. None of the official documents like release notes /installation and upgrade guide / hardware configuration guide doesn't specify support of VM Ware support for Call Studio. Would installing Call Studio in VM Ware image would work above 8.0 with the new licensing in place and is it officially supported by Cisco?
Thanks!
-Sethu

Studio 8.0 installs on XP and Vista. Studio 8.5 installs on Windows 7, Vista, XP.
There are no real performance issues that Cisco could object to if the above operating systems were "guest O/S" on a VMware ESX server - it's not the same situation as the CVP servers, where they do have firm guidelines.
Studio works in this environment and I have customers who run Studio on a "guest O/S" - Cisco did not say specifically that this would be an issue.
But I don't have any documents that confirm that this is OK.
Regards,
Geoff

Problem with IN OUT Number, OUT RefCursor for EF Model StoredProcedure call

When I call a stored procedure using the EF Model and implicit binding via App.config which has three parameters i.e. 'IN Number', 'IN OUT Number' and 'OUT sys_refcursor', the 'IN OUT Number' is not set correctly on return from the procedure.
The 'IN OUT Number' is for an error code and is set to 12345 on input and is then set to 54321 by stored proceedure for return.
The correct value is returned when the call is via OracleCommand using implicit binding via App.config but remains unchanged when the call is via EF Model and implicit binding via App.config.
The ODP documentaion says you cannot have two OUT RefCursors when using EF Model but does not say you cannot have OUT RefCursor and other non-RefCursor OUT parameters.
The idea behind this type of procedure is to have multiple input parameters to configure and filter the stored procedure and an output result set that consists of an error code and a collection of result rows in a RefCursor.
I am using 11g R2 database and ODP 11g Release 2 (11.2.0.2.30) and ODAC Entity Framework beta.
The query uses Scott/tiger schema with parameters department code, error code and list of employees for department.
code:
PROCEDURE TEST_PARAMETERS
DEPT IN NUMBER,
ERROR_CODE IN OUT NUMBER,
DEPT_EMPLOYEES OUT sys_refcursor
AS
BEGIN
DBMS_OUTPUT.PUT_LINE('DEPT = [' || DEPT || ']');
DBMS_OUTPUT.PUT_LINE('ERROR_CODE = [' || ERROR_CODE || ']');
OPEN DEPT_EMPLOYEES for SELECT empno, ename from emp where deptno = DEPT;
-- set ERROR_CODE for return
ERROR_CODE := 54321;
END TEST_PARAMETERS;
The App.config for implicit RefCursor binding is as follows ...
<oracle.dataaccess.client>
<settings>
<add name="SCOTT.TEST_PARAMETERS.RefCursor.DEPT_EMPLOYEES"
value="implicitRefCursor bindinfo='mode=Output'" />
<add name="SCOTT.TEST_PARAMETERS.RefCursorMetaData.DEPT_EMPLOYEES.Column.0"
value="implicitRefCursor metadata='ColumnName=EMPNO;
          BaseColumnName=EMPNO;BaseSchemaName=SCOTT;BaseTableName=EMP;
          NATIVE_DATA_TYPE=number;ProviderType=Int32;
          PROVIDER_DB_TYPE=Int32;DataType=System.Int32;
          ColumnSize=4;NumericPrecision=10;
               NumericScale=3;AllowDBNull=false;IsKey=true'" />
<add name="SCOTT.TEST_PARAMETERS.RefCursorMetaData.DEPT_EMPLOYEES.Column.1"
value="implicitRefCursor metadata='ColumnName=ENAME;
          BaseColumnName=ENAME;BaseSchemaName=SCOTT;BaseTableName=EMP;
          NATIVE_DATA_TYPE=varchar2;ProviderType=Varchar2;
          PROVIDER_DB_TYPE=String;DataType=System.String;
          ColumnSize=10;AllowDBNull=true'" />
</settings>
</oracle.dataaccess.client>
When the call is via OracleCommand both outputs are correct i.e. ERROR_CODE gets set to 54321 and the correct emplyees for department 10 are returned
code:
private void TestParametersViaOracleCommand()
try
string constr = "DATA SOURCE=ORCL;PASSWORD=tiger;PERSIST SECURITY INFO=True;USER ID=SCOTT";
OracleConnection con = new OracleConnection(constr);
con.Open();
OracleCommand cmd = con.CreateCommand();
OracleDataAdapter adapter = new OracleDataAdapter(cmd);
DataSet ds = new DataSet();
cmd = con.CreateCommand();
cmd.CommandText = "SCOTT.TEST_PARAMETERS";
cmd.CommandType = CommandType.StoredProcedure;
cmd.BindByName = true;
OracleParameter dept = cmd.Parameters.Add("DEPT",
OracleDbType.Int32,
ParameterDirection.Input);
dept.Value = 10;
OracleParameter errorCode = cmd.Parameters.Add("ERROR_CODE",
OracleDbType.Int32,
ParameterDirection.InputOutput);
errorCode.Value = 12345;
// RefCursor output parameter implicitly bound via App.Config
adapter = new OracleDataAdapter(cmd);
adapter.Fill(ds);
// should be 54321 and is ...
Console.WriteLine("after call errorCode.Value = " + errorCode.Value);
Console.WriteLine("list size = {0}", ds.Tables[0].Rows.Count);
// only one table
DataTable deptEmployeesTable = ds.Tables[0];
for (int ii = 0; ii < deptEmployeesTable.Rows.Count; ++ii)
DataRow row = deptEmployeesTable.Rows[ii];
Console.WriteLine("EMPNO: " + row[0] + "; ENAME: " + row[1]);
catch (Exception ex)
// Output the message
Console.WriteLine(ex.Message);
if (ex.InnerException != null)
// If any details are available regarding
// errors in the app.config, print them out
Console.WriteLine(ex.InnerException.Message);
if (ex.InnerException.InnerException != null)
Console.WriteLine(
ex.InnerException.InnerException.Message);
output:
before call errorCode.Value = 12345
after call errorCode.Value = 54321 (should be 54321!)
list size = 3
EMPNO: 7782; ENAME: CLARK
EMPNO: 7839; ENAME: KING
EMPNO: 7934; ENAME: MILLER
However when call is via EF Model the correct employees are returned but the ERROR_CODE parameter is unchanged on return.
code:
private void TestParametersViaEFModel()
var context = new ScottEntities();
Decimal dept = 10;
ObjectParameter errorCodeParameter = new ObjectParameter("ERROR_CODE", typeof(decimal));
errorCodeParameter.Value = 12345;
Console.WriteLine("before call errorCodeParameter.Value = " + errorCodeParameter.Value);
// RefCursor output parameter implicitly bound via App.Config
var queryResult = context.TestParameters(dept, errorCodeParameter);
// should be 54321 and is ...
Console.WriteLine("after call errorCodeParameter.Value = " + errorCodeParameter.Value + " (should be 54321!)");
List<TestParameters_Result> deptEmployeesList = queryResult.ToList();
Console.WriteLine("list size = {0}", deptEmployeesList.Count);
for (int ii = 0; ii < deptEmployeesList.Count; ++ii)
TestParameters_Result result = deptEmployeesList[ii];
Console.WriteLine("EMPNO: " + result.EMPNO + "; ENAME: " + result.ENAME);
output:
after call errorCodeParameter.Value = 12345 (should be 54321!)
list size = 3
EMPNO: 7782; ENAME: CLARK
EMPNO: 7839; ENAME: KING
EMPNO: 7934; ENAME: MILLER
errorCodeParameter.Value IS NOT CORRECTLY RETURNED!
If there is no RefCursor then both outputs are identical i.e. the parameters are being passed in correctly and the problem is not with the 'IN OUT' parameter. Also same thing is true if ERROR_CODE is made an OUT parameter. Also tried changing the position of the parameter in the list but still get same problem i.e. works when OracleCommand but not when EF Model. Also note that the RefCursor results are correct for both types of call i.e. it is just a problem with the value of the 'IN OUT ERROR_CODE' parameter.
I have also enabled debug stepping from Visual Studio 2010 into Oracle PL/SQL as described in
"http://st-curriculum.oracle.com/obe/db/hol08/dotnet/debugging/debugging_otn.htm"
and have verified by inspection that the correct values are being passed into the stored procedure and that the stored procedure is definitely setting the ERROR_CODE to 54321 prior to return.
Most of our stored procedures have these type of parameters i.e. several IN params to configure the work of the stored procedure, an OUT NUMBER parameter for the Error_Code if any and a RefCursor for the result list.
Is this a bug or a feature? Am I doing something wrong?

Just to clarify ....
If the ERROR_CODE parameter is made an 'OUT' parameter instead of an 'IN OUT' parameter the correct return value is given for the OracleCommand invocation but the WRONG value is still returned for the EF Model invocation i.e. just changing the parameter from 'IN OUT' to just 'OUT' does not fix the problem.

Courtesy Callback for CVP 9 w/o Call Studio

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