UCCX v7 Script Trigger Limit?

I'm having an extremely difficult time getting calls to complete to an agent in an enterprise queue. Each agent in this queue has their own TFN which is directed to their specific trigger in the application. At one point this agent was able to handle her own calls, then calls stopped ringing to her and went directly into overflow where they'd be handled by another agent and forwarded back to her.
Without any understanding why and no log to provide detail I deleted the agents skill, resource assignments, CSQ, and team settings. After rebuild she worked again, then suddenly stopped working. Same deal, no reason why, calls just seem skip over her and dump right into overflow.
I opened a case with TAC and they were only able to help up to the same point where I made changes. They did exactly what I did but this time no calls are completing to her ever, they all go directly into overflow. I asked the engineer if there is a limit in CCX to the overall number of triggers any one application is allowed?
Other than going out of my mind to fix this, I have no other ideas, TAC couldn't help, and I have no backup or support at my company to provide any other suggestions.
Any help is greatly appreciated.

Hi Aaron, thank you for responding.
Yes, in reactive debug dialing the trigger runs the correct script. stepping through the logic follows correctly and assigns the call to the correct skillSet variable. I tried on 5 other agents the same debug and the call lands on their resourceID correctly. When dialing the problem agent, it ignores her completely and sends the call into overflow assigning to whatever available agent is ready longest in queue. That agent then forwards the call back to the correct agent. This makes no sense and it's driving me crazy.

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HSDIO conditionally fetch hardware compare sample errors (script trigger to flag whether or not to wait for software trigger)

I am moderately new to Labview and definitely new to the HSDIO platform, so my apologies if this is either impossible or silly!
I am working on a system that consists of multiple PXI-6548 modules that are synchronized using T-CLK and I am using hardware compare. The issue I have is that I need to be able to capture ALL the failing sample error locations from the hardware compare fetch VI... By ALL I mean potentially many, many more fails than the 4094 sample error depth present on the modules.
My strategy has been to break up a large waveform into several subsets that are no larger than 4094 samples (to guarantee that I can't overflow the error FIFO) and then fetch the errors for each block. After the fetch is complete I send a software reference trigger that is subsequently exported to a scriptTrigger that tells the hardware it is OK to proceed (I do this because my fetch routine is in a while loop and Labview says that the "repeated capbility has not yet been defined" if I try to use a software script trigger in a loop).
This works fine, but it is also conceivable that I could have 0 errors in 4094 samples. In such a case what I would like to do is to skip the fetching of the hardware compare errors (since there aren't any) and immediately begin the generation of the next block of the waveform. That is, skip the time where I have to wait for a software trigger.
I tried to do this by exporting the sample error event to a PFI and looping that PFI back in to generate a script trigger. What I thought would happen was that the script trigger would get asserted (and stay asserted) if there was ever a sample error in a block, then I could clear the script trigger in my script. However, in debug I ended up exporting this script trigger back out again and saw that it was only lasting for a few hundred nanoseconds (in a case where there was only 1 injected sample error)... The sample error event shows up as a 1-sample wide pulse.
So, my question is this: is there a way to set a flag to indicate that at least one sample error occurred in a given block that will persist until I clear it in my script? What I want to do is below...
generate wfmA subset (0, 4094)
if scriptTrigger1
clear scriptTrigger1
wait until scriptTrigger0
end
clear scriptTrigger0
generate wfmA subset (4094, 4094)
I want scriptTrigger1 to be asserted only if there was a sample error in any block of 4094 and it needs to stay asserted until it is cleared in the script. scriptTrigger0 is the software trigger that will be sent only if a fetch is performed. Again, the goal being that if there were no sample errors in a block, the waiting for scriptTrigger0 will not occur.
I am probably going about it all wrong (obviously since it doesn't work), so any help would be much appreciated!

Please disregard most of my previous post... after some more debug work today I have been able to achieve the desired effect at slower frequencies. I did straighten out my script too:
generate wfmA
if scriptTrigger1
clear scriptTrigger0
wait until scriptTrigger0
end if
generate wfmA
scriptTrigger1 = sample error event flag
scriptTrigger0 = software trigger (finished fetching error backlog in SW)
However, I am still having a related issue.
I am exporting the Sample Error Event to a PFI line, looping that back in on another PFI line, and having the incoming version of the Sample Error Event generate a script trigger. My stimulus has a single injected sample error for debug. For additional debug I am exporting the script trigger to yet another PFI; I have the sample error event PFI and the script trigger PFI hooked up to a scope.
If I run the sample clock rate less than ~133MHz everything works... I can see the sample error event pulse high for one clock period and the script trigger stays around until it is consumed by my script's if statement.
Once I go faster than that I am seeing that the script trigger catches the sample error event occasionally. The faster I go, the less often it is caught. If I widen out the error to be 2 samples wide then it will work every time even at 200MHz.
I have tried PFI0-3 and the PXI lines as the output terminal for the sample error event and they all have the same result (this implies the load from the scope isn't the cause).
I don't know what else to try? I can't over sample my waveform because I need to run a true 200MHz. I don't see anything that would give me any other control over the sample error event in terms of its pulsewidth or how to export it directly to a script trigger instead of how I'm doing it.
Any other ideas?

UCCX Hot Script Update

Can you update a script while it is running? If you have to get in an change the script from Open to Closed because of the Time of Day, Day of Week needs updateing, any danger when uploading the revised script?
Peter Buswell

Peter,
You can add variables to your script as parameters that allow you to change the functionality of the script through the application that you create. You can also act on external sources like Gergely stated.
We use both of those a lot in our scripts. (Holiday check, manual open/closed, etc. all use external sources. XML/DB Query) If you get creative you can make time of day checks based on parameters as well.
As Jonathan stated, you can update the script on the live system and the next trigger gets the changes. It is highly recommened not to do that unless necessary.

SCRIPT/TRIGGER editor not working correctly - red box - codearea.htc

Hello,
I have installed HTMLDB on my computer, and everything works fine, except when I try to edit or create a procedure, script, or trigger, instead of the blue box which allows edit happening it is instead a red box. This box cannot be edited. When trying to compile code already uploaded, a javascript error is produced: Length value is null.
Please help me. I think that I might have a problem with the type of editor( codearea.htc)

You will need to setup the MIME types properly in your HTTP server configuration. Please take a look into the Oracle HTML DB Installation guide / chapter 4: Oracle HTML DB post-installation tasks.
Hope this helps,
Regards,
Marc

ABC of UCCX XML scripting

Hello guys,
I have been working in support for a while now so I've come accross a number of XML scripts. What I've found was that modifying   them was not extreemly hard because most of the work was already done, but trying to build it from scratch is very hard for me unless I just want to copy what some else has already done and just add a few modification to it and pretend its my work.
I would like a cituation where I'm given a scenario and I am able to single-handedly create a script to meet the task. Can anyone advise me on what to read, which forumes to visit etc please?
For instance, the command below is a mistry to me even though I can see what the intension is. I need to understand the reason behind every forward slash, backslash etc.
"/descendant::XMLDataResponse/child::XMLDataResult/child::PhoneNumber")
The above sytax was taken from the link below.
: https://supportforums.cisco.com/thread/2108527

hello Guys,
I just have one more question. So basically I have been reading the link you showed me and I've really loved it. So I went back to one of the old scripts I've worked on the past and I thought I'd actually attempt to fully understand it. I saw an Xpath syntax in the uccx script that looked really odd to me.   just want to share it you guys maybe you will be able to shed some light on it.
Firstly, here is the XLM doc Contents:
==============================
<?xml version="1.0" encoding="UTF-8"?><
Emergencys>
<Emergency1>falseEmergency1>
Emergencys>
==================================
The original xpath syntax that was used to grab the value of the Emergency element is as listed below.
==============================================================================
"/descendant::Emergencys/child::" + EmergencyTag
===============================================
I wrote an xpath syntax that I think could probably grab the value of the emergency element too: I have pasted it below
==========================================================================================
/descendant::Emergenys/child::*/text()
==========================================================
Guys, the thing I dont understand about the syntax below is Why was there any need to add ' + Emergency Tag'   at the end of the Xpath syntax ?
"/descendant::Emergencys/child::" + EmergencyTag

UCCX Callback script help

Hi Guys,
My first foray into IPCC based scripting and I've run into a few problems.
Firstly, what I'm trying to do, is allow a user to press a button during during the queue process, which then allows them to manually input their call back number.
Once an agent becomes available, the system calls the agent and the callback number and connects them..
I've attached the script that I'm working with, and the log file.
What I'm seeing is, I can get one call queued, and it works fine, the agent comes online, the system calls the agent prompts them to initiate the callback (press any key) and then connects them to the user.
When I have multiple callbacks in the queue I get the "Narky Lady" informing me we have system problems. This happens to all the queued callbacks.
The second part is I'm getting "Event queue time exceeded" and the call is being dropped out of the queue after the callback has been queued.
I'm running CUCM 7.0.1.11000-2 & UCCX 7.0(1)_Build168
Any help would be appreciated, or if someone could point me to a working example?
Thanks

There are several items that could be causing the issue. I'm assuming that the Place Call step is calling a route point and ultimately a script that is placing the call in queue.
How many sessions do you have available for this second queue application?
Prior to your Place Call step, you need to dequeue the call and terminate the original call leg.
Remove the Set Contact Info step from the Wait For Agent section.
I'm not sure why you have the Play Prompt after the call has been connected. I would play the caller in the Get Digit String under the Wait For Agent section.
Those changes should get this to work as long as my original assumptions are correct.
You may want to consider some additional factors in your next revision of this script:
-What if an agent hangs up on the queue callback request? You can use the On Exception Goto and catch the ContactInactiveException to work around this issue.
-You will need to handle the busy, invalid, and unsuccessful nodes in the Call Redirect step. I would suggest creating a loop and having it requeue the call again up to 3 times.
-When you get the callback number, make sure to get 7 or 10 digits depending on your requirements. You amy also need to prepend a 1 to those numbers outside of your local area codes.
-This script may be strange for agents to handle because they don't have the name of the caller. You could have the caller record their name and play it in the callback loop with the phone number.

Incresing script Time Limit in Adobe Flex Builder 2.0

Hi All,
Using a Adobe Flex Builder I am creating an application which
has lot of complex recursive sorting algorithms that take
comparitively more time and hence the overall time required to
complete the excecution of function goes beyond 60 secods after 60
secods Flash player throws an error message and terminates the
script excecution.Is there any way to increase scriptTimeLimit more
than 60 Secods.Currently I am adding scriptTimeLimit parameter in
Applicatio tag so that I am able to run my function for 60
seconds...
<mx:Application xmlns:mx="
http://www.adobe.com/2006/mxml"
layout="absolute" creationComplete="DoSomething()"
scriptTimeLimit="60">
Is there any way to increase tis limit to say 10 minutes?

You will not be happy to hear this, but no. As of flash
Player 8, 60 seconds is the maximum.
I have a client who is frozen at FP7 because of this stupid,
arrogant decision. I have filed enhancement requests on this to no
avail.
People will blather on about how longer times result in a
"bad experience" for the user, but this is again arrogant for them
to believe they have any clue what MY application does and what
users will accept.
What if Flex Builder bombed out any time a compile took
longer than 60 seconds? What kind of "experience" would that be?
Because of this idiotic limitation, I am going to have to
move my recursive processing to the server. But this will take
about 6 weeks, and I have yet to find the "spare" time, or to find
someone to pay for it.
Grrrr.
Sorry to be the bearer of bad news.
Tracy

Script Command limit exceeded! - incorrect

I have a project which I have a lot of scripts in,
every time I try and build it it says Command limit exceeded! and gives me the name of the script.
however I am way under the limit and even if i delete all the lines of code in that script and then try and built it still shows the same error. I haven't done any GPRM partitioning so I can't see what i am doing wrong. Even if i delete that script entirely another one will be flagged up in the same way, even if it only has 3 lines in it.
I have tryed it on 3 machines with DSP 4.2.1 and 4.2.2
any help greatly appreciated
al

I would think the project file is somehow corrupted. You certainly won't be up against any limits if all your scripts are this short, AFAIK.
Have you tried saving this out with a different project name and re-opening that? Deleting the PAR files and so on... all the usual remedies?
There is also a way to script the same thing but use less scripts (but more complex math). You can go to any menu you want if you know the value of the menu (menu 1 has a value of 32, menu 2 is 64 and so on). Using some fairly simple calculations you can get to just about any location you want with a few lines of code. You'll be under the command limit, but the scripting is a little more obscure than your current way.
So, filling a GPRM with a value of 32, and then using a 'Jump Indirect' will take you to the first menu:
Mov GPRM0, 32
Jump Indirect GPRM0
You can do this for tracks and stories too, but the values are different. Track 1 has a value of 49280. They increment in jumps of 128, and include stories too - so track 2, story 1 would be the equivalent of 3x128+49280.
The thing is, it doesn't matter which track you have got - this all relates to the layout in the outline view. Track 1 is always the one at the top of the list - and has the value 49280. You can move content around in the list and still know that 49280 will get you to track 1. The same is true for your menus - whichever is at the top of the list is menu 1, and a jump indirect of 32 will get you to it.
What this will do is reduce the total number of scripts you are using and reduce the number of commands in use. It will also give you much more flexibility as you never have to use menu names and track names in your scripts which is useful if you are re-using projects and altering the number of items in each. However, it won't be as simple to follow through as the extended scripting you are using now... so much depends on where you are with your understanding of scripts, I guess!
Have a look here for some more general info:
http://www.dvdstudiopro.co.uk/tutorials/play-all-3/
Remember, the files in that tutorial are demo files... you'll need to set your disc up more thoroughly that I've done there if you want to use the sample as a real production.

UCCX 9.1 Trigger Producing Blank Screen

I have a CCX 9.1 new install. Everything seems to be working correctly except for the Trigger creation. I have tried multiple systems and browsers. When I create the Trigger, it will correctly build the CTI and DN in CCM, but the actual window I created the Trigger in goes white and I get no further feed back from it. The Triggers do not show in the Trigger list as created either. Any ideas? Thanks. - JR

Try creating a new trigger with a very short name with no special characters. I have seen this issue where UCCX didn't prompt an error when I put in an invalid name, but it would hang similar to the way you are describing. Go really basic with the new trigger just to make sure you can build something that shows up in both places.
If that doesn't work, try another browser. It has fixed more than one issue I have had with wonky webpages.

UCCX * Recording Script

Team - I used to have a recording script that would collect prompt number like 345 and record a wavefile 345.wav.
It workd in UCCX7 not in UCCX 8. Is there any path information I need to set correctly for this to work? Will defining a document variable wavfile
doing a Recording step to save to wavfile
and write wavfile document to say
promptnumber + ".wav" work where promptnumber is the collected digits 345? It seems to fail on UCCX8. Thanks

Unlike the Windows version where you can see the prompts in wfavvid, in
version 8, they are uploaded to the Repository where they are stored.
Windows release (7.01) versus Linux (Version 8)
They then can be seen in the appadmin under the navigation: Cisco Unified
CCX Administration.
Then Applications\Prompt Management.
NOTE:
Manage prompts. Many applications make use of pre-recorded prompts, stored
as .wav files, which are played back to callers to provide information and
elicit caller response. You must upload these .wav files to the repository
and make them available to the Unified CCX system.
In the Version 8 UCCX, that location for the user prompts is not a path you
will be able to access due to root passwords are needed.
But, the path is Opt\Cisco\UCCX\Prompts\user
Attached are the default scripts for UCCX 8 which can be found on the pc
that has the Editor downloaded.
C:\Program Files\wfavvid_802\Scripts\system\default
Also, make sure you do not have Create file document step ..else you could be running into this bug :
http://cdetsweb-prd.cisco.com/apps/dumpcr?identifier=CSCti89552&parentprogram=QDDTS
Thnaks
Ankita

Need a script to limit choices in Drop Down Lists

Anyone have a script the can do this inside of a fillable PDF?
Dropdown box one they will select one of 19 languages. Then in a second drop down box we want to show only the products available in the language so they can select the one product they want.
Can this be done?
Thanks

With advance scripting knowledge.
Programming List and Combo fields in Acrobat and LiveCycle forms - Part 1

UCCX 9 Script wait time`

Is there a way in UCCX to let callers know that if the estimated wait time is more than 5 minutes or less than 5 minutes to prompt? I'm being asked that the caller only be told if their place in queue is less than 5 or more than 5 minutes; not exact times. I realize this could be frustrating to hear as a call if you've been on hold for 35 minutes to hear, "Your estimated wait time is greater than 5 minutes." But that's what I'm being asked....
Thanks in advance!

Yes you can, first, only play the prompt once when the caller first gets into the queue. Then dont play the estimated time after that.
Ues the Get Reporting Statisic and put in on an INT.
Then use an IF Statement for more or less than 5 minutes.
Let me know if you need more help, I am out of the office right now, but can post a sample latter.

UCCX Holiday Scripting Issue

Hello All,
I have a script, which does a subflow to the HolidayCheck.aef script to check for holidays. That part is working fine. However, how do i get the HolidayCheck.aef script to also honor the times that is in my Holiday.xml file. For instance, I want today to be a holiday, but I dont want the holiday to start until 1330. Until then, I need the normal call routing up until 1330. I have attached the HolidayCheck.aef and the Holidays.xml document for your reference. Any assistance is greatly appreciated.

I'm sure there are real programmers on the forum who would do this differently, but this is how I would approach it.
What you might try is changing the open and closed time values in your XML file from 0000 to "12:00 AM" and from 1330 to "1:30 PM". Be sure to enclose your values in quotes. Then, in your script create 2 new Date variables, dOpenTime and dCloseTime. Create 2 string variables, sOpenTime and sCloseTime. Have 2 Get XML Document Data steps to read the open and close times from your XML file and store those in sOpenTime and sCloseTime, respectively. Have a set step to concatenate sHolidayDate with sOpenTime, Set dOpenTime = sHolidayDate + " " + sOpenTime and a set step to concatenate sHolidayDate with sCloseTime, Set dCloseTime = sHolidayDate + " " + sCloseTime. This will give you an open date/time and close date/time which you can use for comparison to the current date/time. In your If (sCurrentDate == sHolidayDate) true branch have another If statement, like If (dSystemDate >= dCloseTime) Then .... Set bHolidayToday = true. If the current date/time is between the open/close times set your bHolidayToday to true. You can also do an If statement to see if the current time is between the open/close time like If (dSystemDate >= dOpenTime && dSystemDate < dCloseTime) Then ...
I played with this on my IPIVR system and was able to make it work.
This should give you a starting point to refine the steps to make this work for your environment.
I hope this works for you.
Bill

UCCX 7 Scripting Question - secret option to go straight to CSQ?

Hi guys,
I have a simple script that plays a number of individual greeting/ notification prompts (welcome, call may be recorded etc) before sending the caller to a CSQ or queueing if none available.
There are no menu options played to callers and hence no menu step in the script but the customer wants the option for people who regularly call in to their call centre to be able to press a digit so they can bypass the greetings ang go straight to the CSQ.
What is the best way to achieve this and do i need to use a menu step to achieve this functionality??
Cheers,
G

Well there are probably a few ways to go about this. A Menu step is certainly a valid way to do it. You would need to set the Retries parameter to 0 to prevent the prompt from saying "Are you still there?" and repeating. Also ensure that Barge In is set to True so the caller can press the digit any time during the prompt.
Beyond the Menu step itself you can likely just slap a label on your Select Resource step and then add a Goto in the success branch of your Menu step.

Uccx outbound script & .txt file

Hi all,
I have a file (.txt) to import contacs to outbound. This file have: name, lastname, phone, account. I would like to play a prompt depends of account field.
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Regards,

following query returns no output
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I have tried to run from the UKHRMS responsibility as well but the report is still giving me the same results i.e. 0 .
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select rpad(rtrim(name),40)||' '||rpad(nvl(account_number,' '),16)||' '||
substr(to_char(amount,'0009999999.99'),-13)||' '||
rpad(rtrim(bank),35)||' '||lpad(nvl(branch_code1,' '),2)||lpad(nvl(branch_code2,' '),2)||lpad(nvl(branch_code3,' '),2)||' '||
lpad(nvl(branch_code1,' '),2)||lpad(nvl(branch_code2,' '),2)||lpad(nvl(branch_code3,' '),2)||' '||
rpad(nvl(branch,' '),35)||' '||
rpad(rtrim(employee_number),6)||' '||payday
from xx_banks_direct_payments
order by bank, branch_code1,branch_code2,branch_code3, name
select bank, lpad(rtrim(count(employee_number)),4)||
' '||substr(to_char(sum(round(amount,2)),'999,999,999,999.99'),-13)
from xx_banks_direct_payments
group by bank
order by bank
select ' Totals: Number of Employees: ' ||' '||count(employee_number)||' '||' Amount:' ||' '||substr(to_char(sum(round(amount,2)),'999,999,999.99'),-13)
from xx_banks_direct_payments
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UCCX v7 Script Trigger Limit?

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