UCCX scripting ??? redirect step:

In our script we have a dequeue > redirect step that sends callers to voicemail. If the caller hangs up within the first second or two of the voicemail greeting the call shows up as abandoned in the HRC. If the caller waits another second or more before hanging up it shows up as dequeued in the reports. Has anyone observed this and found a fix for it?
Thanks in advance.

We actually ended up putting a two second delay before the terminate call step and it seems to work....not sure why though. We had the set "handled" rule there already and it didn't help. We also tried the 2 second delay after the dequeue step and it didn't correct it, but we also didn't add the silence to the voicemail greeting.
Anyway, thanks for the suggestions. Hopefully if someone else finds a similiar issue they can use this information.

Similar Messages

UCCX Script - Upload step - Convert to default mp3 format

Hi folks,
I have a upload step working properly and doing the upload to my prompt repository.
I need to send the recording file by e-mail, but when I try to play this file, this is not possible due a codec format.
There's any way to convert the recording file to default mp3 codec format?
Thank you

Hi.
That's a bit strange, but not impossible, that the person receiving the email does not have a media player capable of understanding G.711 or G.729.
Anyway, I am not aware of any good (stable) mp3 encoder in Java, which could be "plugged into" a UCCX script. And even if there was one, the mp3 format is patented and you would have to buy the license from the Fraunhofer Institute.
I would first save the file in a database or on a remote file system, and use a scheduled process to convert it to mp3 or any different format and then mail it. Not an elegant solution, but it should work.
G.

UCCX Script - DBWRITE STEP NOT WORKING

Hi folks,
I'm trying to write a record on the SQL Server 2005, but I'm getting a trouble to date field as below:
INSERT INTO CC_PESQUISA_SATISFACAO (CALLING_NUMBER,CALLED_NUMBER,AGENT_ID,CALL_DATE,QUEUE_NAME,SCORE) VALUES ( 8092 , 562426 , 'jisilva' , Mon Mar 18 20:02:25 BRT 2013 , 'CSQ_CC_UNIMED_EXM_EXAMES' , 5 )
java.sql.SQLException: The name "Mon" is not permitted in this context. Valid expressions are constants, constant expressions, and (in some contexts) variables. Column names are not permitted.
SQL: INSERT INTO UNIMED_CC_PESQUISA_SATISFACAO (CALLING_NUMBER,CALLED_NUMBER,AGENT_ID,CALL_DATE,QUEUE_NAME,SCORE) VALUES ($INT_CALLING_NUMBER,$INT_CALLED_NUMBER,$STR_AGENT_ID,$DT_CallDate,$STR_QUEUE_NAME,$INT_SCORE)
How I can convert the date variable to a format that is accepted by MS SQL 2005 and UCCX?
Thank you

Exactly.
Or, use it like "" + D[now].year + "-" + D[now].month etc.
Check out the Expression Language Reference Guide for your UCCX version.
Or, if you are not afraid of Java, you can do this in a Set step with a String type variable, named, for instance, dateString:
Set dateString = {
java.text.SimpleDateFormat sdf = new java.text.SimpleDateFormat("yyyy-MM-dd HH:mm:ss");
return sdf.format(new Date());
This would return something like 2013-03-21 18:20:01 which is acceptable by MS SQL.
G.

UCCX Redirect Step and Local Route Groups

Hello,
CUCM 9.1.2
UCCX 9.0
I have come across a situation in one of our UCCX scripts with the call redirect step where it is forwarded to a local cell phone for after hours calls. The number in the Call Redirect step is 9, followed by the 10-digit number of the cell.
While the call does redirect successfully from the UCCX script, the call always uses the local route group of the original calling party's device. So, if the call from an IP Phone to the cell is going out the gateway where the cell number is a local call, the 9 followed by the 10 digit number works fine.
If it's a site across the WAN, the call redirect to the cell fails because it's using LRG of the calling party's phone and thus it needs to be a long distance call.
I kind of thought the Service Parameter Local route group for redirected calls being set to "Local route group of last redirecting party" might have addressed this, like it did for call forward all situations, but it does not seem to be the case.
Would the recommendation be to use Call Consult Transfer instead of the Call Redirect step? This seems to work, but was wondering if there were other ways to approach it.
Thanks for your help,
Frank

Hi Anthony,
Thanks for the reply. The Call Consult Transfer step did resolve my issue, so now the call is always coming from the local site and using the LRG of the DP of the CTI ports. I previously had it set up using the Call Redirect step in the script with 9 followed by the 10-digit number, and thus it was kind of not working when calling over the WAN from remote sites.
I should have mentioned that we recently did an CUCM / CCX upgrade. In CUCM, all call restrictions were previously done at the device level, nothing on the line. Now we have the line doing the call restrictions. So the Call Redirect step worked fine in the old environment with the 10-digit number, not so much in the new.
But I like your suggestion about +E164 even better, since we rolled that into the upgrade as well. I tried putting the full +E164 number in the script using the Call Redirect step. Works perfectly from all sites.
Thanks for your help.
Frank

Use subflow or redirect step when calling another script

I have a main AA script and it calls another script when caller press option 6. When a caller presss 6 it is only transferring the call to the sub script. it does not return any values to the main script.
In this situation, is it better to use subflow or redirect step. i am think redirect step but just want to check with the user community.
thanks in advance.

Either will work. Here are a few thoughts to consider in no particular order:
Subflows count toward the originally triggered scripts' maximum step count. If you have a lot of steps, this may result in an exception. Redirecting the call restarts this counter since the newly triggered script will have its own counter.
NOTE: You might think that this is exactly why the Trigger Application step in Synchronous mode was created for. Alas, there is a bug which renders this useless in 7.0(1): CSCtd72562
Redirecting the call will result in the user hearing ringback. This would occur because of the recommended two-second delay step following the Accept step of a step to prevent a race condition. I find this to be irritating enough to shy away from it mid-way through an IVR if possible.
Subflows are more difficult to debug. You need to have sufficient code embedded in them such that you can trigger and reactively debug them.
Be sure that the redirect destination of an actual CCX Trigger (CTI Route Point). Do not set it to a value in UCM that is translated or forwarded back to CCX. This results in a race condition which CCX does not handle well.
If you were asking me as an individual my answer would be this: Is the code small enough and not reused elsewhere? If yes, then put it in the first script and avoid this topic all together. If it's reused in a bunch of places from multiple scripts and does not represent a large quantity of steps: use a subflow. Otherwise use Trigger Application if you're on a new enough version or Call Redirect if you're not.

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

UCCX Scripting to transfer call to service when office closed.

I am pretty new to scripting and need some assistance. I have a simple script for UCCX that checks the date and time to determine if the office is open. I have the script working for when the office is open, which is step one. Now I have to be able to get the script to make a call to an answering service during closed hours/days. I am just not sure which action to choose from the menus. I am guessing that it is one of the Call Contact actions, but not sure.
Any help would be appreciated!

netbakter,
Have you come across an issue when using Call Redirect step? I'm using it to redirect the call to an extension (in an AA like environment). I notice the system marks it as Aborted - com.cisco.app.ApplicationTaskInactiveException in the Aborted and Rejected Call Detail Report when the other party doesn't pick up the call. Is this normal?
Thanks!
-JT-

How to update XML file through UCCX script ?

Hi,
I have an UCCX script with MENU step. One of the step is for technical support team. When caller chose this step, information about date and time of the call and calling number should be recorded on a XML file located on the web server.
This XML is uploaded into the web server , but I don't know how to update it through UCCX script.
Here is how the XML file looks like:
<?xml version="1.0" ?>
<rss version="2.0">
<channel>
<title>CALL LOG</title>
<link></link>
<description>Support Call log</description>
<ttl>1</ttl>
<item>
<title>2011-08-24 14:56:39 - 00044 123 123 123</title>
<link></link>
<description></description>
</item
</channel>
</rss>
Any idea?
Thanks,
O

Hi
The 'keyword transform' step uses the template XML file to generate the actual XML file you want to post... the template would be a plain text file uploaded to the repository, and would look like so:
<?xml version="1.0" ?>
CALL LOG
Support Call log
1
%%calldatetime%% - %%clinumber%%
Now - if you had that bit of XML, with correct time/number in it - have you verified know that you can definately just post that XML to a certain URL to get it on the server? Check with whoever manages that server exactly what you need to do to get it to appear - then worry about how you do that from UCCX. It may not be a matter of posting up that XML, you may need it in a different format or something..
Aaron

UCCX script editor not working

1-The loading bar down of the screen always loading and never finishes.Please take a look to the attached picture.
2-When i go to the uccx and want to change the server from hostname to ip address,i always get update failed.
I am so new in uccx,help is appreciated.
Thanks in advance.

Hello,
You have come to the right place to ask questions on UCCX.
Please take some time to read through the product manuals, as they are full of good information and will answer most of your questions.
UCCX Documentation Home Page
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
On to your two questions:
1. This is not a loading bar. This bar is completely useless, and all it's telling you is how much memory the Editor has available to it in order to process things. The button to the right is simply a "garbage collector" which will attempt to free up any abandoned memory, but mostly it just sits there looking pretty. You really don't need to bother with either of these too status bar items, and can ignore them.
Source: UCCX Scripting Volume 1 - Getting Started with Scripts
2. It's been about two years since I've completed an install of UCCX, and therefore don't have this information fresh in my head. I did spend few minutes trying to find documentation on the topic, but to no avail. I was only really able to read the Help page for that specific page (Help > For This Page), however, it didn't make a big deal about changing the value. It simply says, change it and then click Save.
Could you post the exact error message you are receiving? Also, what is your intention with changing the hostname to IP? Unlike CUCM where you may want to remove DNS dependency on the phones to communicate with the server, UCCX clients use the IP address regardless. So perhaps it's not a necessary step?
Anthony Holloway
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Problem with Call Redirect step

Hi
I am trying to use Call Redirect step to forward the calls to receptionit's voice mail box after office hours.
My script is very simple.
Start
Accept
Call Redirect (destination: voice mail pilot number, Called address reset to receptionist extension)
End
Haven't included the date and time checking.
But it just doesn't go to receptionist's voice mail box.
The strange thing is, when I call the number (CIT route point for reception), it goes to helpdesk's voice mail box...
I have another script (not done by me) for helpdesk with IVR, where you can press 2 to leave voice mail. It works fine. And its using the same script.
But I didn't copy the script.
Where did I possibly make a mistake?
I have been struggling it for 3 days
Regards,
Raymond

Your configuration looks fine, and I'm sure you can see that it's nearly identical to the working script.
So there's something else at play here.
First thing I can see is, you sent a screenshot of a script off your PC, and not from the repository of the server. So, it is possible that the script loaded into memory is different than the script you are showing us. Do this: log into AppAdmin, and click on the application, note the script file name, then in your Editor go to File > Open, and select the script repository icon (purple icon) then open the default folder, then open the script from there. This will be the actual script in use.
Second, refresh your application. You could be working off the script in the repo, but forgetting to refresh the application.
Third, you said your script, which was created from scratch, goes to 650666, which just happens to be the mailbox from the help desk script. I think that's a little too convenient, and would like to see a screenshot of a route plan report for 4000 and for 650666.
Last, are you using the same CCG on your trigger as the working helpdesk script?
Anthony Holloway
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Procedure of mapping new UCCX script

Hi Guys,
Can you please tell me the procedure of correctly creating a trigger for a UCCX script?
do I need to create a separate call control group all together or I can use existing one?

Hi Shyam,
Make sure before testing a script you have checked below:
1. Unified CTI telephony Subsystem is InService
2. The validation of Script is successful before uploading in script management.
Yes , You can do a reactive script to check if trigger is hitting the script.
Set the reactive script, once you make a call the script will reloaded and you will come to know that the script is triggered.
Step 1: in Script Editor , go to Debug-->Reactive script
Step 2: Select the Script you want to monitor from dropdown and set the timer timer
Step 3: Call the Route point (trigger), the script will reloaded with the red mark. So you can to know the script is triggered.
Step 4: You can debug the script by click step over button to check if any error is there in the script.

"Subroutines" in an UCCX script

My days as a former programmer are showing through. I always preferred structured code. So in that regard, does anyone have a mechanism for creating a pseudo subroutine inside a UCCX script? I realize that I can create a subscript and call it from my original script, but I really don't want to do that for the few lines of code I need to execute.
I have a few lines of code that I need to execute from various points in my script. I'm looking for a mechanism to allow me to "call" that from a point in my script and then return to that point.
I could set a string variable with a value that defines where I'm at within my script, and then use a switch statement based on that string variable with a bunch of goto statements that will return me to the proper point. What would be better is the capability to modify the destination of a goto statement based on the variable. Does anybody have any other suggestions?

Sadly you cannot reference a variable within the Goto step. The way you can do this within the same script is to set a variable, Goto the function, and then check the variable value at the end of the function to decide where to return to. You can use a Match step to evaluate that variable and have a different Goto step within each case.
You may also want to read up on Trigger Application method instead of using subflows. This was a great improvment introduced in CCX5+. My answer to another thread gave a crash-course explaination of why it's better:
http://forums.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cd3f333

UCCX script to pull XML data

Hello,
My goal is to create a UCCX script that will run on a Standard license server. Basically, when a user dials a four digit "speed dial", I want them to be translated to a UCCX route point, that will take the original called number, and the calling number, and use that to create a URL that it will then query and retrieve the actual number that will need to be dialed.
So my plan currently is to have a phone inside of a partition that has a translation pattern of XXXX. The called number gets translated to 1158, which is the trigger of the application on UCCX.
The url I want to query will be something like this:
http://localhost:35798/RestServiceImpl.svc/XML/1017/6314
"Localhost" will eventually become the IP address of the server hosting IIS application that will provide the XML output. 1017 is the "speed dial" or the original called number, 6314 is the calling number.
Going to that URL should return me this output:
<XMLDataResponse xmlns="http://tempuri.org/">
<XMLDataResult>
<CallingXML>
<Extension>6300</Extension>
<SpeedDial>1001</SpeedDial>
<PhoneNumber>918005551212</PhoneNumber>
</CallingXML>
</XMLDataResult>
</XMLDataResponse>
This is the script as I have written it out so far:
It does not seem to like what I have put together thus far when I try to validate it. I'm just wondering if I'm doing something that's obviously wrong.
The end goal will be to take the NewNumber and dial it, while hiding it from the phone.
Thanks,
Mark

Here's an update: I have the script retrieving the correct numbers and formulating the URL correctly. It also appears to be delivering the query from the XML.
Here's what the XML looks like when I hit it from my browser:
http://tempuri.org/
">
http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">63141017918003551111
When I do an Interactive Script Debug session and dial the number, I can see that there are two problems: 1) the NewNumber string is "null" by the time it gets to the step to do a Call Consult Transfer, and 2) the script just shows up a blank Exception.
This tells me I am not parsing the XML correctly.
Here is what I have currently:
NewNumber = Get XML Data (xml, "/descendant::XMLDataResponse/child::XMLDataResult/child::PhoneNumber")
Which based upon what I've read in Cisco's Volume 2 and elsewhere, should be correct.
Notice in the screenshot that the XML data that UCCX pulls in looks different from when I look at it from my browser. I've also attached the script.
Thanks,
Mark

Converting CUE script to UCCX script

Is there a tool available to convert CUE scripts to UCCX scripts?
Is there any method available to convert a CUE script to a UCCX script?

Hi
No - the two are very different products (though the editors look similar, and perform similar functions) in terms of capabilities etc. The steps in use will be very different so they won't load into the other editor.
There's no automated tool either...
Regards
Aaron
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UCCX scripting to invoke Web Serivces?

Hi,
I am working on UCCX 7.0(1). My task is to write a UCCX script that would invoke a call to web services. Below is the details of what Iam trying to achieve-
1) Send a request as "http://L01oh055841Z2KX.cardinalhealth.net:9084/wsa/services/WsDWLServiceControllerAdapter". This involves appending an XML doc that would be the input parameter to the web services adapter. I use the Create URL Document step from the script pallette but have no idea how to send the XML document that would act as a parameter to the adapter in the above link..
Has anybody tried this before?
Thanks,

Anthony,
My thask is similar to original poster's task. I'm trying to follow your guide. Problem is, when I try to create application and select my script (that uses custom java class), I get message - Error occurred while loading script. Check log for more details. Which logfile do I check? Is it CRS engine log? I looked thet up and it contained nothing more that keepalive reports. Actually I went through all of them and found no error messages. I suspect that I should turn up tracing, but I don't like the idea of turning on trace for all subsystems. Maybe you could tell me which subsystem I should investigate further?
Thank you!
Ervins

UCCX scripting ??? redirect step:

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