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Cisco Unified Contact Center Express

Calls Are Not Transferred to Agents From the UCCX Script

Cisco - Calls Are Not Transferred to Agents From the UCCX Script

Document ID: 112256

Updated: Jan 03, 2011

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Introduction

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.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

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 agent.

Solution

Complete these steps in order to resolve the issue:

  1. Ensure that the script validates fine.

  2. Debug and verify that the key is only pressed once so that the script would work fine.

  3. 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 option.

    • The call is queued under which there are hold and unhold choices.

    • When the keys are pressed multiple times the calls which are not invoked get unheld along with the queue prompt.

  4. Under the MainMenu label, add Play Prompt (--Triggering Contact--, TBMenuPrompt). Set this prompt to be non-interruptible.

    calls-agents-uccxscript-01.gif

  5. 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.

  6. Save the script and upload again.

    calls-agents-uccxscript-02.gif

Related Information

Updated: Jan 03, 2011
Document ID: 112256