This document describes a script used for detection of a disconnected
call in the Cisco IP Contact Center (IPCC) Express script with the On
Exception Goto step in a IPCC Express environment.
Note: The On Exception Goto step should never be used when
CRS is installed as an IP-IVR or QueueManager, as it will cause call routing
issues in an IPCC Enterprise environment. Only use the On Exception
Goto step for IPCC Express scripts or scripts that do not involve ICM
Translation-Routing / ICM Post-Routing applications.
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
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.
For more information on document conventions, refer to the
Technical Tips Conventions.
Use the On Exception Goto step to determine problems
that may occur while the script is executed and allow a graceful exit from the
problem. Any script steps can be included in the Exception Flow branch used to
respond to the exception.
When the caller hangs up, the contact with the agent is terminated. An
exception named ContactInactiveException is created. The
On Exception Goto step can be used to determine this
exception, indicated by the A arrow in Figure 1.
The On Exception Goto step relies on the termination of the
contact, and the ContactInactiveException triggers this step.
This step catches the exception and go to the label specified, as shown by B in
Figure 1. Under the label, one can execute any
other script steps, which do not rely on the contact between the agent and the
caller, such as Document steps, Database steps, and more.
Figure 1: On Exception Goto
Use the On Exception Clear step to cancel this
exception inside the destination label, as shown in Figure 2. This avoids a potential continuous
Figure 2: On Exception Clear
The IP IVR script, shown in Figure 3, is
not a production script. It is provided purely for description purposes.
Typically, this script answers the call, plays a prompt, and records a message.
The flow control follows:
Answer the call
Record the message and create a file
Play the recorded message
Create an e-mail with an attached file (message just
Send the e-mail
In an abnormal termination, ContactInactiveException is generated and
the control passes to LABEL0, indicated by the A arrow in
Figure 3. Under LABEL0, issue
On Exception Clear to cancel the
ContactInactiveException, shown by the B arrow in
If the caller hangs up after the message is recorded, the subsequent
Figure 3: Sample IP IVR Script
Write Document step (record) is executed until it
reaches Play Prompt step.
Execute the On Exception Goto step. Control passes
Execute the On Exception Clear step to cancel the
Steps after On Exception Clear continue to