Get transferred call info to go to step

In this scenearo I am getting a call from a particular extension in the system or from another script based on caller selection. I want to get that call info and with an if statement make it go to a step in the script. Basically we have 2 similar queue's and if a caller gets to one they will hear a menu option, if they choose option 2 it will transfer them to another queue where they will hear the same option. I want to be able to read the call transfer info and make it skip the menu prompt step so that the caller won't be presented with the same menu prompt he/she just heard. I have placed Get Call Contact Info in the script using Last Redirected Number but am not sure how to say "If Last Redirected Number = 1234 then GoTo a step below". I've already created a variable with the extension Last Redirected number. Just stuck on the if statement or maybe I am doing this entirely wrong. Any help would be appreciated.

Store the last redirected number as a string variable in the script and then in your if statement check that string's value.
HTH,
Chris

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Setting Enterprise Call Info Step Within An HTTP Triggered CRS Script

IPCC Enterprise 7.5(6)
CAD 7.5(6)
IPIVR 7.0(1)sr05_build504
We had a vendor develop some IVR & ICM scripts a few years back to take a website triggered request and pass along it’s value from the header, store it into Call Peripheral Variable 1 and place a call to a queue with agents (using CAD). It then sets off a work flow group macro to populate this value (from PV1) into another application along with a repeating message to the agent that says they have a new request. Since we recently upgraded our IVR to 7.0(1)sr05, I had to change the scripting some to make it work. They were using a freaky way of getting the value into PV1 using a pre-connect application triggered from the initial application. Anyway, their method would not work with the new version any longer so I needed to alter the scripts some.
The problem I’m having is that PV1 is being set after the Place Call step. This actually needs to be set before it reaches an agent in order to pass the value into CAD. Currently, I’ve been using some delay statements in the ICM script to give it time to get the value into PV1 but it’s not 100%. I get sporadic results.
Current script in test.
I’m looking to see if anyone can tell me a way to setup the Set Enterprise Call Info step before the Place Call step? Since this is HTTP triggered, I can’t use (Triggering Contact) and I haven’t been able to set a pseudo contact because debug tells me that the contact is null or because it’s not a call contact.

Hi Gabriel. Thanks for the reply.
The current method that's in place seems to work fine for me in test but when in production, I'm getting about a 60-70% success rate. As it comes into my ICM queuing script, I'm using another Run Ext Script node to execute a delay to give the Set Enterprise Call Info step from the first VRU script extra time to set it's value before reaching the ICM Queue To Skill Group node. I definitely notice better results when I did this but still not a 100%.
The reason I'm doing this is because of the notation that the help file discusses about the Set Enterprise Call Info step:
"Note In a Cisco Unified CCX system:
Beginning with CRS 4.0, this step should be placed script before the call gets connected to an agent. This means the step in the script should be placed before the Select Resource Step or in the Selected/Queued branch of the Select Resource step.
If call data is set after the call gets connected to the agent, it will not be displayed in Cisco Agent Desktop (CAD)."
So this is why I've been looking to see if this step can somehow be set before the Place Call step. I'm not that familiar with altering Sessions or Contacts but was hoping someone might know how to manipulate these in order to let me do this.
Thanks again.

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How to use "Set Enterprise Call Info" step in the script ?

Hi all
Can anyone please suggest how to use "Set Enterprise Call Info" step in the script.
Does anyone has any example script with the same (a complete example script) ?

Hi
go to this guide
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70edgs.pdf
and see the chapter
"Designing Scripts for use with the Cisco Application Gateway"

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UCCX 7.0 - Set Enterprise Call Info not working

I had inherited a set up of IPCC 3.5.2 which was passing reference numbers to the agent desktop program which the users had typed into a collect digit prompt section and stored in a variable (in this case v_referenceNumber). I want to take that information and pass it on into the CAD (Cisco Agent Desktop). We are using UCCX 7.0.1(SR5).
The script we were using previously was upgraded upon opening it in the editor as expected but instead of a simple set enterprise data section like was in the script previously I now have an "IF" statement for each one of those sections of the script where the set enterprise call info is. I have been looking through the three scripting guides and found the Enterprise Expanded Call Context (ECC) section where I think I need to be but I am not sure what I am doing wrong. Personally I would like to Scrap the IF statements entirely and just move the Set Enterprise Call Info steps up under the Selected tree and delete the IF statements entirely, which is what I am playing with now.
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Anyway, any guidance is appreciated, 3.5 was simple to put it mildly, and things just worked.

But each one of the Enterprise Call Info steps is named user.layout, or you just need the user.layout once and the value would tie to the UCCX backend value of default or whatever your layout list was called? So, to recap:
1) Don't use the default layout due to potential upgrade changes down the road from Cisco.
2) If you are just using UCCX like I am, I can skip creating Enterprise variables in the editor's settings menu.
3) On the Set Enterprise Call Info > Expanded Call Variables Section, the names column is case sensitive and should be contained in quotes, and the value will be my variable I am transferring.
4) I can set multiple variables in one step right? This would be more efficient than multiple set steps or are there other factors in using one vs 4?
@Jonathan: You mentioned in your article that the Values column should be quoted as well but if I hit my dropdown and choose v_CallType (one of my variables obviously), its not quoted. Will this cause the script to fail? Should I go back and quote it?
Sorry to beat this topic but I have a limited testing period each day and if I don't get it close or right on the money it will be forced to wait more to get another shot at it. I guess that brings up the need for a testing queue then... Next time around.

Report on transferred calls

I need to report on transferred calls. Agents are using standard CAD and selecting the transfer icon. Within the transfer form, they use the softphone to dial various 800 numbers. I need to create a report that I can group by 800 numbers called using the CAD transfer option. Does this come from the call manager? We recently implemented CVP. Are there any CVP reports that would provide this information?

Hi Ryan
I'm afraid there isn't one - only the CSQ Activity reports and the CSQ Service Level Priority Summary reports seem to show the service level info, and those are summary reports rather than reports that show call lists.
You would need to get a custom report put together for this... it's an Informix SQL procedure-writing and Crystal Reports exercise to do that.
Regards
Aaron

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"Try Disk Utility
1. Insert the Mac OS X Install disc, then restart the computer while holding the C key.
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4. Select your Mac OS X volume.
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http://docs.info.apple.com/article.html?artnum=106214
Then try a Safe Boot, (holding Shift key down at bootup), run Disk Utility in Applications>Utilities, then highlight your drive, click on Repair Permissions, reboot when it completes.
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How to view data in SNC after getting transferred from ERP

Hi all
I have transferred material ,vendor, customer ,scheduling agreement ,demand from ERP to SNC system.
Now I want to view this demand in SNC. What I have done is in SNC is I opened supplier view.
In supplier view, I opened SMI monitor. Now when I click on F4 help of product I am not able to view the material
which I had transferred. Same is the case with location.
I know that in SNC, in order to view data following assignment is required.
Material  Location  Business Partner ( Org ) --- > BP ( Person )  User.
Now I have assigned Material to location .
Location to BP ( Org ).
BP ( org ) to BP ( Person ).
BP ( Person ) to user.
But still I am not able to view the data in F4 help ( For SMI overview screen ).
Next I learnt about Selection modes in SNC.I think I need to assign selection mode u201CPDNF_NEWu201D
To application ID of SMI overview screen in order to view Product and location in F4 help.
If I am correct than please let me know how should I proceed. Else please let me know
What all configuration is required to view product and material data in F4 help and eventually the demand which I
Had transferred from ERP.
Best Regards
Rahul

Hi Vasu/ hi Nikhil,
I have done what you mentioned but still could not see the data in SNC Web UI.
Let me explain once again.
Consider a case when Panasonic ( Supplier ) is managing inventory for Walmart ( Customer ).[ VMI scenario ]
Now
Step 1 : Walmart will create Material,Location,SA ,demand in his ERP.
Step2 : Master data with demand will get transferred to from customers ERP system to SNC system.
I can see Product and location by SNC -- > Master data -- > Product/Location.
Till this point everything is fine.
Next I have done following.
Assign my user to Business Partner of type org ( Customer ).
Location is assigned to Business partner.( Customer ) as material will be shiped to customer location.
Location is assigned to model 000
Material is assigned to Location and Planning version 000.
Now logically assignement is as follows.
User -- > BP --> Location --> Material.
Now when I go to customer view ,in product and location,I should be able to see my product and Location.
But I am not able to see.
Could you help where I am going wrong.
Regards
Rahul

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I'm having internal drive problems on a MacBook Pro laptop - had to boot from another USB disk where I used Disk Utility (DU from here on) on OS X 10.5.4, to create a backup of internal disk onto a newly created "sparse" volume located on a different drive than than the original, and when I looked closely at the two there were some differences with them. When I did a "ls -l" to look at both the new copy and the original, there was no ACL info - ie there was no "+", but on the original there was. Very few of the folders/files had a "+" but it seems puzzling that this information did not get transferred to what I thought was a clone of the original.
For example here are a couple of entries from the output of a "ls -laR" on the original:
drwxrwxr-x+ 204 root admin 6936 Aug 18 12:40 Applications
drwxr-xr-x 3 root admin 102 Mar 17 2009 Documents
drwxrwxr-t+ 70 root admin 2380 Aug 17 09:35 Library
and here are the same things in the new image copy:
drwxrwxr-x 204 root admin 6936 Aug 18 12:40 Applications
drwxr-xr-x 3 root admin 102 Mar 17 2009 Documents
drwxrwxr-t 70 root admin 2380 Aug 17 09:35 Library
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Is there some way to tell DU to copy all this special ACL info?
Thanks...
-Bob

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AutoAttendant not transferring calls in CUE 8.6 to CME 9.1

**Issue is calls are not transferring once extension or directory is pressed on the phone.
I upgraded our 2811 CME 7.1/CUE 7.0 router to 2911 15.2 CME 9.1/CUE8.6. It has CME and V/k9 license enabled. I uploaded the configuration used on the 2811 to the 2911. I added the ip addresses in the ip trusted list. Calls come in and out if I point the translation list to the phone and not to the auto attendant pilot number. Incase if it was toll fraud issue I disabled it but still a no go.
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20.10.10.1- CME interface address
20.10.10.5- CUE interface address
659 09/12 11:43:39.418 ACCN SIPS 0 Call.transferFailed(114, RESOURCE_NOT_ACKNOWLEDGING) SIPCallContact[id=33,type=Cisco SIP Call,implId=5738D3Dse-20-10-10-5# [email protected],active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en_US

Ok I'm starting to think its a dtmf issue. I checked to see if I call from internal to the AA and dial an extension if it works but the same issue. I ran the debug voip ccapi inout and I see consume mask is not set. What would that indicate? Could that be the problem?
This is right when I dialed extension 114
2811-TEST#
001288: Sep 16 14:59:22.870: //55/D62BA3D180C8/CCAPI/cc_api_call_digit_begin:
   Consume mask is not set. Relaying Digit 1 to dstCallId 0x38
001289: Sep 16 14:59:22.870: //55/D62BA3D180C8/CCAPI/cc_relay_digit_begin_for_3way_conference:
   Check DTMF relay digit begin for 3way conf
001290: Sep 16 14:59:22.870: //55/D62BA3D180C8/CCAPI/cc_api_call_digit_end:
   Consume mask is not set. Relaying Digit 1 to dstCallId 0x38
001291: Sep 16 14:59:22.870: //55/D62BA3D180C8/CCAPI/cc_relay_digit_end_for_3way_conference:
   Check DTMF relay digit end for 3way conf
001292: Sep 16 14:59:23.194: //55/D62BA3D180C8/CCAPI/cc_api_call_digit_begin:
   Consume mask is not set. Relaying Digit 1 to dstCallId 0x38
001293: Sep 16 14:59:23.194: //55/D62BA3D180C8/CCAPI/cc_relay_digit_begin_for_3way_conference:
   Check DTMF relay digit begin for 3way conf
001294: Sep 16 14:59:23.194: //55/D62BA3D180C8/CCAPI/cc_api_call_digit_end:
   Consume mask is not set. Relaying Digit 1 to dstCallId 0x38
001295: Sep 16 14:59:23.198: //55/D62BA3D180C8/CCAPI/cc_relay_digit_end_for_3way_conference:
   Check DTMF relay digit end for 3way conf
001296: Sep 16 14:59:23.614: //55/D62BA3D180C8/CCAPI/cc_api_call_digit_begin:
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2811-TEST#
001297: Sep 16 14:59:23.614: //55/D62BA3D180C8/CCAPI/cc_relay_digit_begin_for_3way_conference:
   Check DTMF relay digit begin for 3way conf
001298: Sep 16 14:59:23.618: //55/D62BA3D180C8/CCAPI/cc_api_call_digit_end:
   Consume mask is not set. Relaying Digit 4 to dstCallId 0x38
001299: Sep 16 14:59:23.618: //55/D62BA3D180C8/CCAPI/cc_relay_digit_end_for_3way_conference:
   Check DTMF relay digit end for 3way conf
2811-TEST#
At this point theres silence on the phone I see this message:
2811-TEST#
001300: Sep 16 14:59:28.914: //55/D62BA3D180C8/CCAPI/ccGenerateToneInfo:
   Stop Tone On Digit=FALSE, Tone=Null,
   Tone Direction=Sum Network, Params=0x0, Call Id=55
001301: Sep 16 14:59:28.918: //56/D62BA3D180C8/CCAPI/cc_api_call_feature:
   Feature Type=50, Interface=0x49FC2B80, Call Id=56
2811-TEST#
2811-TEST#
At this point I get the message "the phone number you are trying to reach" then the call disconnects
2811-TEST#
001242: Sep 16 14:48:57.719: %VOICE_IEC-3-GW: SIP: Internal Error (ACK wait timeout): IEC=1.1.129.7.67.0 on callID 52 GUID=5D21AC143CE711E480BCEEC6B624839
Also I checked show voice iec description:
2811-TEST#show voice iec description 1.1.129.7.67.0
    IEC Version: 1
    Entity: 1 (Gateway)
    Category: 129 (Call setup timeout)
    Subsystem: 7 (SIP)
    Error: 67 (ACK wait timeout)
    Diagnostic Code: 0
2811-TEST#

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Hello txflwr48! I regret the difficulties you've been having while activating your new phone. I'd love to help, but I recommend that we take our conversation to direct message instead of here in the public forum. If you have not yet gotten your device activated, please follow these steps to follow my handle (DionM_VZW) send me a direct message: http://vz.to/1gBiqkv
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Get transferred call info to go to step

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