In Cisco Unified Contact Center Express (UCCX) 7.x, when the caller
presses keys during a Play Prompt step the call is placed on hold and is never
forwarded to an agent. This document provides information on how to
troubleshoot this issue.
There are no specific requirements for this document.
The information in this document is based on Cisco Unified Contact
Center Express 7.x.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
In UCCX 7.0(1), there is an issue with users in the queue. If the
caller in queue hits a digit by error or if the caller presses a digit during a
Play Prompt step, the call is placed on hold and is never forwarded to an
Complete these steps in order to resolve the issue:
Ensure that the script validates fine.
Debug and verify that the key is only pressed once so that the
script would work fine.
Ensure that there are two prompts before the actual menu option is
invoked. This step is done for the following:
The menu is invoked and the caller chooses an
The call is queued under which there are hold and unhold
When the keys are pressed multiple times the calls which are not
invoked get unheld along with the queue
Under the MainMenu label, add Play Prompt (--Triggering Contact--,
TBMenuPrompt). Set this prompt to be
Set the Flush Input Buffer value to YES on the
prompts and the menu option.
The reason for this is the Flush Input Buffer does not seem to
clear the digits pressed during the menu prompt, because it is considering it
to be a valid entry as the menu step is already executing. The changes above
will let it clear out the previous entered digits because they are actually
being entered before the menu step begins. The goto step will still ensure that
if the caller does not hit anything and the step times out, they will hear the
full prompt again.
Save the script and upload again.