UCCX v9 Call back script

Hi everyone,
I have built some scripts on earlier versions that work ok. The first script I am building on v9 has a callback feature on it. I have started with the script_repository_701 files as a basis and the 'normal' call flow works fine. I have implemented the call back feature, the script captures the callers details and then hangs up, makes an outbound call and then gets stuck with the following loop as documented on the attached word doc. i have searched for a solution online but haven't found any pointers. I have attached the scripts for your review too.
Thanks in advance

Hey Brian,
I have a working script
call back is configured on the menu option 1 only for testing.
once selected it prompts for a contact number and then a short message from the caller, once confirmed it hangs up. the script holds the callers place in the queue and waits for an agent to respond by making an outbound call to the CBAgentLoop script.
Once an agent responds they get a prompt to press any key listen to the message, and then a menu to repeat the message, hear the number read out, or dial the stored number with some conditions applied.
If the caller is busy or the number is incorrect the script will read out an error message, the attempted dialled number and loop back to the agent menu.
This seems to work ok for me but I would appreciate any feedback, tips or questions you may have.

Similar Messages

Problem implementing call back script

I'm having problems getting my message call back script to work. The idea is that someone makes a call and if no agents are available after a few minutes they'll get a prompt asking them to leave their phone number for an agent to call them back. The bulk of the script is taken from Cisco's script repository. Everything works except for when the call terminates and is supposed to place a call to the BaseLineMessageCallback.aef script which will seek out the next available agent and then play a message stating the caller's phone number and a brief message. Seems like no matter what I try when it goes to redirect the call to the BaseLineMessageCallback script the status is BUSY. Here are the steps that I've done so far
1.) Created trigger for BaseLineMessageCallBack with the phone number of 6580
2.) Created a 2nd Call Control Group with the ID of 5, CTI route points are 7300 and 7301
3.) Created separate Dialog Group with the ID of 1
4.) The AdvMessageQueueing script is using the same CSS and Partition as BaseLineMessageCallBack, phone number is 6507
5.) Set Media Termination Point to True for Call Control Group 5.
6.) AdvMessageQueueing and BaseLineMessageCallBack are using different call control group and dialog group
I'm able to call both the 6580 and 6507 numbers without a problem from my phone. The problem is just the redirecting from 6507 to 6580.
Any ideas?

There's a lot more that we'll need to know, to properly figure this out for you. I would suggest this: start out small, and validate that you can even make a call with the Place Call step to a trigger, since that seems to be the area you've highlighted as a problem.
You can do this very easily by creating a brand new script with a single variable and two steps. It's really just that simple. No extra trigger, no application, just the one script, with its one variable, and two steps. You can think of it like a disposible napkin that you'll use one time and then throw away.
Script1
Variables
Contact c = null
Steps
StartPlace Call (dest = "6507"; timeout = 30; CCG ID = 5; dialog group = 1; contact = c) Successful /* Place a comment step here, so when the called script answers, we should see this highlight in red. */ ...End
Start a reactive debug in the script editor: CTRL+Shift+R
For the Script, select: AdvMessageQueueing.aef (I think I read your post correctly and 6507 is the AdvMessageQueueing.aef script, right? If not, let me know because that's important for this test)
For the Timeout, select: 60
Click OK
Now, make sure your Script1 window is the active window and press F10 three times (1 time to start active debugging; 1 time execute the Start step; 1 time to execute the Place Call step - Note 1: the Place Call Step will remain highlighted in red for now - Note 2: If you press F10 too quickly, the editor may not recognize your key press, so be sure to pause between key presses at this juncture).
What you should see happen is, a new window should open, and it should be the AdvMessageQueueing.aef script, but in reactive debug mode. Since this is a phone call test, you will need to make sure the AdvMessageQueueing.aef script window is active and press F10 until the red highlighted step is whatever step immediately after the Accept step. This answers the call and back in Script1 you should see the comment step highlighted now.
If you don't see that, then you know there is a problem with a CTI Port in CCG 5 calling a CTI Port in whatever CCG 6507 is associated with. I know you said the Partitions and CSSes are the same, but I would ask that you just double check that the CSS on CCG5 contains the Partitions for both the 6507 Trigger and the CCG 6507 is associated with.
Let me know if you get past that part, or if we need to address any problems you encounter.
Good luck.
Anthony Holloway
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UCCX call back - 10 digits number followed by an extension number

Hi,
I've built the UCCX call back script which works fine for 10 digits direct lines. In case, if caller doesnt have a direct line, and he wants to leave a 10 digits pilot number followed by 5 digits internal extension number. How to achieve this in UCCX?
For example - 614-XXX-XXXX (extension XXXXX)
Has anyone done something similar in the past? Would really appreciate your quick response.
Thanks.

Thanks Anthony. That means,
- Use 10 digit number in "Destination" field of Call Consult transfer step
- Provide extension number in the "Outpulse Digits" field
- What does "Timeout" mean in this step?
How the pause things work in this step. I mean, once 10 digit number is dialed and connected, then is there any pause in between before extension number is dialed by the system automatically? What typically happens is, company will have the welcome greeting, then they offer you an option of dialing party's extension number? If there is not enough pause in the "Call Consult transfer" step, how will it be taken care of ?
Thank you very much !

Courtesy call Back to a different Skill Group

Am running UCCE 8.5 + CVP 8.5
How does the courtesy call back application gets the value of the skill group it needs to be routed to or the caller has been queued to? Is it possible to make some changes so that when the call back is done the caller should be connected to a different skill group rather than the original one with a higher priority?

Hello,
May i ask why do you want to do that ? the courtesy call back is used so that the call can stay where it is in the queue, the system calculate the Estimated Wait Time (EWT) for this speicific skill group so it can be routed directly to agent, if in case it is routed to another skill group (which i am not sure it can be done) how do you want to go to the same place it enters the queue, it will be as new call ?
If a specific call you need to route to another skill group, i suggest for you not to use the courtesy call back script, just re-route it and raise the priority of the call.
Amer

UCCX Call Back After Adjustable Time Period

I have been asked to create a script that allows a person to call in, enter their phone number, and after a certain number of minutes a call back is initiated. I have found the script from the script repository named BaseLineAdvQueuing which has call back builtin, but I am curious how I could create some sort of timer that is adjustable based on caller input to schedule the call back. For example, "enter the number of minutes before you wish to recieve a call back from the system" the person may enter 45 and this would set the ball rolling for the call back a quarter of an hour later.
Any ideas how I could acomplish the timer aspect of this?
Thank you for your input!

This can get complicated, especially if your call center is already complicated. Basically, you are going to need to write records to your database. Have a scheduled task check your database entries for records which need to be processed for callback. Have UCCX initiated via an HTTP Trigger. That script will then place a call to your CSQ script, wait for an Agent, and then connect the Agent to the caller.
Some challenges you might face:
Scripting UCCX for such a solution
DB design and access
Error handling/User experience
Consideration for EWT
Consideration for which CSQ
Reporting
Cisco will not support you on this, so whatever you do, make it as simple as possible while still achieving the goal. You're going to need to support it yourself.
Good luck.

How to call backing bean method from java script

Hi,
I would like to know how to call backing bean method from java script.
I am aware of serverListener and [AjaxAutoSuggest article|http://www.oracle.com/technology/products/jdev/tips/mills/AjaxAutoSuggest/AjaxAutoSuggest.html]
but i am running in to some issues with [AjaxAutoSuggest article|http://www.oracle.com/technology/products/jdev/tips/mills/AjaxAutoSuggest/AjaxAutoSuggest.html]
regarding which i asked for help in other thread with subject ....Question on AjaxAutoSuggest article (Ajax Transactions Using ADF and J...)
The reason why i posted is ( though i realise both are duplicates) .. that threads looks as a specific question to that article hence i would like to ask the quantified problem is asked in this thread.
So could any please letme know how to call backing bean method from java script
Thanks
Murali
Edited by: mchepuri on Oct 24, 2009 6:17 PM
Edited by: mchepuri on Oct 24, 2009 6:20 PM

Hello,
May know how to submit a button autoamtically on onload of page with clicking a welcome alert box. the submit button has managed button too to show a message on console using SOP.
the problem is.
1. before loading the page a javascript comes on which i clicked ok
2. the page gets loaded and the button is there which gets automatically clicked and the managed bean associated with prints a message on console using SOP.
I m trying to do this through server listener and click listener. the code is(adf jspx page)
<?xml version='1.0' encoding='UTF-8'?>
<jsp:root xmlns:jsp="http://java.sun.com/JSP/Page" version="2.1"
xmlns:f="http://java.sun.com/jsf/core"
xmlns:h="http://java.sun.com/jsf/html"
xmlns:af="http://xmlns.oracle.com/adf/faces/rich">
<jsp:directive.page contentType="text/html;charset=UTF-8"/>
<f:view>
<af:document id="d1" binding="#{backingBeanScope.backing_check4.d1}">
<af:form id="f1" binding="#{backingBeanScope.backing_check4.f1}">
<af:commandButton text="commandButton 1"
binding="#{backingBeanScope.backing_check4.cb1}"
id="cb1" action="#{beanCheck4.submit1}"/>
<af:clientListener type="click" method="delRow"/>
<af:serverListener type= "jsServerListener"
method="#{backingBeanScope.backing_check4.submit1}"/>
<f:facet name="metaContainer">
<af:resource type ="javascript">
x=confirm("hi");
// if(x){
delRow = function(event){
AdfCustomEvent.queue(event.getSource(), "jsServerListener", {}, false);
return true;
</af:resource>
</f:facet>
</af:form>
</af:document>
</f:view>

</jsp:root>
the backing bean code is -----
public class classCheck4 {
public classCheck4() {
public String submit1() {
System.out.println("hello");
return null;
}

Agent routes caller back into script

Not sure if this is possible but I have a script that does a DB dip to authenticate a caller if they want their password reset. It asks them for their Employee ID then will get the last 4 of their SSN. The caller is then asked to enter the last 4 of their SSN and I compare it to my query result. I then pass the caller information to the agent desktop and let the agent know if the user was authenticated or not.
The customer wants to be able to do this on the fly as well. If a caller happens to get to the agent for some other reason that didn't require authentication and then wants to have their password reset, we want to be able to have the agent send the caller back into the script, go through the authentication process then route back to the same agent that was just helping them. I could do this with a blind conference but I can't get the results to appear on the agent desktop. If I do a transfer then the caller will probably get a different agent.
How can I have the agent initiate this, place the agent in reserved mode or not ready if I have to, then display the results of the DB query into the agents desktop?
Thanks in advance,
Chris

Hi Chris,
This is an interesting question. I do not think what you are wanting to do is really possible though. I'll try to explain why.
You are corect that there really isn't a way to have the agent do a conference with the customer back into the script to do the authentication process. It's just not supported. Additionally if the agent does send the call back into the script, the agent is released and will either go back into ready or go into work mode. Either way they are back in the queue and if they are Ready they are able to get any call. There is no way to reserve them either.
The only possibility, and honestly I don't really know how you might do this, but in CCX 8.5.1 you can set CAD to have non-ICD line appearances. Maybe you could have some non-ICD line assigned to the agents that they contol in CAD and could route the caller back to that agent on the non-ICD line?? This has it's drawbacks. The agent can still receive calls from the system on the ICD line. I am also not confident the enterprise data will push to the non-ICD line. This may be a killer for this idea. This is probably the only remote possibility though on what you are wanting to do.

UCCX - Control call legs

Hi guys,
We have a UCCX 8.5 cluster and we want to set up a feature like IVR Rebound: caller talks to agent, and then agent can conference the caller to another IVR (internal or external IVR) for the caller to process the authorization, during the authorization process, agent must be on hold (cannot hear/interupt the authorization process), after the authorization is done (either successful or not), agent is connected to caller again.
Understand that it is not something nature to UCCX, I'm thinking of setting up system like this:
1. Caller calls to CallCenter and connect to agent.
2. Agent transfers (transfer, not conference) the call to an IVR script.
3. IVR accepts the call and put the call on hold. Now the caller is connected to IVR, agent is free.
4. IVR calls back to agent (as the agent will need to do something with the 2nd IVR) --> we have 3 party conference: IVR, agent, caller.
5. IVR makes another call to the 2nd IVR (can be external IVR, which is used for authorization) --> we have 4 party conference: IVR, agent, caller, IVR#2.
6. Agent key in some information needed by IVR#2.
7. IVR puts agent on hold and unhold the caller so the caller can proceed the authorization himself.
8. Authorization is done, IVR#2 disconnects, IVR needs to unhold agent so the agent and caller can talk to each other again.
My questions are:
Q1) In step 6 & 7: can IVR script detects a key sequence to determine when to start putting agent on hold. I'm thinking of Menu Grammar step but not sure if it is OK.
Q2) In step 8: can we catch the disconnection event (when IVR#2 disconnects) by using exception Channel Inactive Exception? I tried but when the IVR2 disconnects, the caller and agent cannot connect to each other but can only hear ringback tone/busy tone.
Thanks,
hoanghiep

CCX has no ability to conference separate contacts together so this approach will not work. I can think of two options:
The agent transfers the caller to the authorization IVR at the conclusion of the call and checks for an approval status before processing the order. This is the cleanest approach from a CCX reporting perspective.
The agent transfers the caller to the external IVR which accepts an agent-specific identifier and transfers the caller back to the agent after authorization. You can use CCX or an external platform for this; the experience is essentially the same.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX Get Calling Party info

Hi Expert,
I've the below requirement, caller_X calling in to the main line/script_A from the PSTN, the script routed the calls to the agent_A. Here the calling party is caller_X, and the called party is script_A (mainline number). When the agent_A completed the calls, he/she would like to transfer the current call to another CTI_RP/script_B, which handled by UCCX as well.
In such cases, the calling party should will display as agent_A or the caller_X? If i want to retain the calling party as caller_X, can i use the "Get Call Contact Info" calling party setting? and if i want to display the agent_A who transfer the call, can i use the "last redirected numberd"
TIA

Ok, I think I understand what you are saying. Here is what I think, in my own words, but copied from another conversation I had with someone who e-mailed me directly about the same topic.
It turns out that a transfer is consultative, meaning that, the Agent truly is the one calling the script, up until the point at which they complete the transfer.You are simply checking the Calling Number too soon in the script not giving the transfer enough time to complete.
To prove that this is actually the case in your situation, you could simply create a new script to do test transfer into and it could look like this:
Variables
String calling_number = ""
Script
Start
Accept (--Triggering Contact--)
calling_number = Get Call Contact Info (--Triggering Contact--, Calling Number)
Play Prompt (--Triggering Contact--, S[calling_number])
Play Prompt (--Triggering Contact--, S[321])
calling_number = Get Call Contact Info (--Triggering Contact--, Calling Number)
Play Prompt (--Triggering Contact--, S[calling_number])
End
When you go to setup your transfer, you will hear the system play back your Agent phone number. Then you will hear "three, two, one". You need to complete the transfer before the count down ends. If you do, then your caller will hear the second calling number playback which should be their own. However, if you wait all the way through count down and the second playback you will hear your Agent number twice. Note that the key thing in the script, is that I am "asking" for the calling number again with the Get Call Contact Info step after the transfer completes.You have a few options here:
1. Train your Agents to transfer quicker2. Put a delay in the beginning of the script after the answer but before the Get Call Contact Info step3. Move the Get Call Contact Info step further down in the script closer to where you need to use it
Hope that helps. Let me know if you need more help, and I'll see what I can do.
Anthony Holloway
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PL/SQL Call Back function is never called

Hi, I have a AQ set to run a PL/SQL Call Back procedure, but the procedure is never called.
Oracle version is 11.2.0.2 Standard Edition
When I query aq$<queue>, the MSG_STATE column is always "ready".
This is the queue creation script
begin
DBMS_AQADM.CREATE_QUEUE_TABLE ( queue_table => 'POLERMESSAGE',
                                  queue_payload_type => 'POLER_MESSAGE',
                                  multiple_consumers => TRUE );
DBMS_AQADM.CREATE_QUEUE( queue_name => 'POLER_QUEUE',
                           queue_table => 'POLERMESSAGE');
dbms_aqadm.add_subscriber( queue_name => 'POLER_QUEUE',
                             subscriber => sys.aq$_agent( 'POLER_RECIPIENT', null, null ) );
dbms_aq.register ( sys.aq$_reg_info_list( sys.aq$_reg_info('POLER_QUEUE:POLER_RECIPIENT',
                                                             dbms_aq.namespace_aq,
                                                             'plsql://tr',
                                                             HEXTORAW('FF')) ) ,
                       1 );
DBMS_AQADM.START_QUEUE(queue_name => 'POLER_QUEUE');
end;
/This is the content of "tr" procedure
create or replace
procedure tr ( context raw,
                       reginfo sys.aq$_reg_info,
                       descr sys.aq$_descriptor,
                       payload raw,
                       payloadl number)
as
dequeue_options dbms_aq.dequeue_options_t;
message_properties dbms_aq.message_properties_t;
message_handle RAW(16);
message poler_message;
BEGIN
dequeue_options.msgid := descr.msg_id;
dequeue_options.consumer_name := descr.consumer_name;
DBMS_AQ.DEQUEUE(queue_name => descr.queue_name,
                  dequeue_options => dequeue_options,
                  message_properties => message_properties,
                  payload => message,
                  msgid => message_handle);
insert into lxtr values ( Nvl( To_Char(message.PolerMsgNro ), 'ooops' ), systimestamp ) ;
commit ;
end tr;If I query sys.reg$, I see it registered there:
SQL> select subscription_name, location_name, status, state from sys.reg$;
SUBSCRIPTION_NAME
LOCATION_NAME
   STATUS     STATE
"SPARCS"."POLER_QUEUE":"POLER_RECIPIENT"
plsql://tr
        0         0I was working, until I re-compiled (don't ask...) the trigger that enqueue the message
This is the section of the trigger (post insert for each row) that do the enqueuing. It seems to be working, since it is enqueuing. The issue is the dequeue.
DECLARE
enqueue_options dbms_aq.enqueue_options_t;
message_properties dbms_aq.message_properties_t;
message_handle RAW(16);
message poler_message;
err varchar2(2000);
BEGIN
    message := poler_message(PolerMsgId, PolerMsgNro );
    dbms_aq.enqueue(queue_name => 'POLER_QUEUE',
                    enqueue_options => enqueue_options,
                    message_properties => message_properties,
                    payload => message,
                    msgid => message_handle);
END;If I run the code below, message is cleanly dequeued
declare
dequeue_options      dbms_aq.dequeue_options_t;
message_properties   dbms_aq.message_properties_t;
message_handle       RAW(16);
message              poler_message;
BEGIN
dequeue_options.consumer_name := 'POLER_RECIPIENT' ;
dbms_aq.dequeue( queue_name => 'POLER_QUEUE',
                   dequeue_options       => dequeue_options,
                   message_properties    => message_properties,
                   payload               => message,
                   msgid                 => message_handle);
COMMIT;
END ;Can anyone please give me any hints on what should I do next. There is nothing on the alert log...
Thank you in advance,
Tiago

1) Very few PL/SQL programmers would consider it good form to have procedures with excessive numbers of parameters. In any language, though, it's possible to write poor code.
2) Initially, you're right-- the performance of properly defined SQL statements via JDBC is little different than the performance of PL/SQL stored procedures. Frequently, however, SQL statements in Java applications do not take advantage of bind variables, which will significantly limit their scalability. Maintaining SQL statements in client applications makes it significantly more difficult on the support side-- if you find a bug in a stored procedure, you can fix the bug in one place-- if you find a bug in embedded SQL, you have to fix the code everywhere the client is deployed. Maintaining PL/SQL stored procedures also makes optimization easier-- frequently your DBA will be able to boil down a stored procedure to a couple of SQL statements and vastly improve performance (i.e. INSERT INTO <<table name>> SELECT <<column list>> from <<other table>> rather than looping over a cursor doing single-row inserts). Finally, PL/SQL stored procedures enable reuse-- when the next application wants to access the database, it doesn't have to rewrite your SQL.
3) If the alternative to the bind variables (?'s) is a bunch of literals, I'll spend the extra time writing the code for the tremendous increase in scalability.
4-6) You can certainly pass classes from Java to PL/SQL and back. You can also write Java stored procedures, rather than writing PL/SQL stored procedures). Oracle has been one of the leading proponents of Java.
Justin
Distributed Database Consulting, Inc.
http://www.ddbcinc.com/askDDBC

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 Post Call Survey DB Write Issue

I am runng UCCX 7.0(1)SR5. I created a post call survey script and set up a DB connection to the external SQL 2008 server on the UCCX server. I had problem with the insert statement. Since the string type in UCCX is enclosed in double quote ("), however, the external SQL server expected a single quote (') for the string type. Any resolution?
For example:
I had the SQL profiler running on the external SQL 2008 server, that captured what is passed from UCCX to the external DB.
1.)
When I run the following statement, where $CallerID, $AgentExt, $Q1, $Q2 and $Q3 are type Char, it can write to the database.
INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES($CallerID,$AgentExt,$Q1,$Q2,$Q3).
The profiler sees UCCX pass this statement: INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES('4','3','2','2','2')
2.)
When I run the following statement, where $CallerID and $AgentExt are type string and $Q1, $Q2 and $Q3 are type Char, it results an exception.
INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES($CallerID,$AgentExt,$Q1,$Q2,$Q3).
The profiler sees UCCX pass this statement: INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES("4444","3333",'1','1','1')

Please do not resurrect two years old threads when your question is totally unrelated to the original post.
Yes, you do use the Get Call Contact Info step.
G.

Error During Method Call in Scripting Host

Hey all ,
I am running a webdynpro application , which runs an Ecatt which in turn runs an Underlying SAP GUI recording , and as soon we hit the SAP GUI command we are getting an Error saying ERROR DURING METHOD CALL IN SCRIPTING HOST.
As of now we know that this might be a security issue as this was working perfectly fine when we were running on a R3 system.
If any of you have come across such a situation and was able to find a work around it would be of great help if you respond back as I need this info ASAP.
Thanks And Kind Regards,
Nischal

Hi Lawrence,
I have analyzed the condition, and come with the conclusion that, when eCATT calls QTP in integrated mode, and downloads the QTP scripts from server to your local machine, it requires more memory. So try to free memory on C drive and don't keep running more application on the local machine.
Thanks,
Mahantesh

How do I Translation Route a call back into CVP?

This is ICM 8.5, CVP 8.5 and Avaya CM 5.2. I'm trying to configure the system to be able to Translation Route a call back into CVP that originally started in CVP. I've read and read Cisco documentation that talk about various ways it can be done but I think I really need step-by-step instructions to figure out what I've done wrong. I'm happy to explain it in gory details if anyone wants to help me troubleshoot. However, I think it would be simpler if someone can point me to a document that outlines a successful configuration and I can find my own mistake.

Thanks clearbluelou, some of this was very helpful, but I had to set my translation routes up differently. Kris Lambrecht's post was very helpful, but also introduced some confusion, which looking back was very simple...hindsight is always that way right?!?!
I am going to list out the configurations I used to make this work, most of which are what's listed in the Type
8 setup in Kris's post starting with Step 7 except its for a Type 10 Network VRU; you don't use Type 8 anywhere, but the configuration is very similar.
Assumption is that you already have an existing system and are routing calls to CVP already so a lot of the steps in the config guide are already done.
References below are to "Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.5(1)" starting on page 109, step 7:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp8_5/configuration/guide/ConfigAdminGuide_8.5.pdf
Here's the details of my implementation:
ICM 7.2.7
CVP H323, Type 10
Avaya PBX connected with a PG also running CTIOS
Destination is the CVP Servers/CVP PGs (PG1), call transfer is originating from an Avaya PBX connected to ICM via a PG/CTIOS server (PG2).
1. Build a new Service under destination PG, CVP in this case, as outlined in Step 7 from the CVP Config Guide.
- Service
Peripheral Number: 2
Peripheral Name: Pre_Route
Name: CVP_PG1.Pre_Route
- Route
Name: CVP_PG1.Pre_Route
-Peripheral Target
Not required
Labels
Not Required
2. Build Network Trunk Groups, as outlined in Step 8 from the CVP Config Guide:
- Network Trunk Group
Name: CVP1_NTG
Peripheral: CVP_PG1
PeripheralNumber: 200
PeripheralName: CVP1_NTG
Name: CVP_PG1.CVP_NTG
Trunk Count: Use Trunk Data
3. Build Translation Routes using the TransRoute wizard, I built a pool of 10 DNIS 1000-1010; these are dummy DNIS; outlined in Step 9 from CVP Config Guide; here's what they should look like in
the TransRoute explorer when finished:
-Translation Route
Name: TR2CVP1
Type: DNIS
-Route
Name: CVP1.1 - CVP1.10
Service Name: CVP_PG1.Pre_Route
-Peripheral Target
DNIS's: 1000-1010
NTG: CVP1_NTG
-Label
Routing Client: PBX_PG2
Labels: 1000-1010
Label Type: Normal
Customer: None
4. Configure Trans Route DNs 1000-1010:
- Have to be built on the Avaya pointed to a VOIP gateway with Session Target equal to the CVP Call Server (or GK).
- Add Translation Route DNISs in CVP Call Server Configuration under ICM Tab.
!!!Make sure you "Save and Deploy"!!!---->If you don't calls will show up on the ICM as new calls on the Translation
Route DNIS's under your CVP Peripheral.
5. Build Dialed Numbers in ICM:
-Extension 2000 is the dialed number Agents on the Avaya transfer to.
-VDN 2000 on Avaya PBX should be routed to an Adjunct Route step which will send a route request to PG2 and kick off a script in ICM.
-You have to build a dialed number in ICM Dialed Number Explorer under the PBX peripheral (PG2 in my example) PG2.2000, and point it to a CallType and subsequently a script, for example "Avaya2CVP".
6. Build your ICM Call Routing Script: (follow's ClearBlueLou's description)
- Route the call through typical CVP call setup initialization nodes
-Route to Trans Route to VRU node with "CVP_PG1.Pre_Route" as the service selected, and "TR2CVP1" Trans Routes
selected.
-Then send to a microapp.
Your test call should have exited the success connection of the TrasRoute to VRU node and will continue routing with all call variable information will route (and show up in TCDs and RCDs) under Dialed Number PG2.2000.

Courtest Call Back Query HELP!!!!

My name is Michael Love, I am having issues getting counts for Courtest Call Back. I need help building a query to get a count of all customers that Accepted Courtesy Call Back. I am also trying to fine out (of those that accepted Courtest Call Back) how many of them completed the process by connecting to a rep.
I need distinct counts...

Michael,
How this might be accomplished varies quite significantly based on how the queue call back was programmed and other parameters of scripts in your call center.
The most concrete way would be to have your script write to a database when a callback is requested, and update that record when a rep is successfully connected via the Connect step. From there you could program a quick web interface or otherwise to provide you that information.
Regards,
Tanner Ezell
www.ctilogic.com

UCCX v9 Call back script

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