This document describes how to create a script that can end a call even
if the caller does not press the termination key (which is the pound sign by
default). Normally, the Get Digit String step is processed
when a caller presses the termination key. However, in order to record a call
as complete without the use of the termination key, you can use the On
Exception Goto step when ContactInactiveException is
called in a Cisco IP Contact Center (IPCC) Express environment.
Cisco recommends that you 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.
Technical Tips Conventions for more information on document
You can use the Get Digit String step to capture
either a Dual Tone Multi-Frequency (DTMF) or spoken digit string from the
caller in response to a prompt. This step waits for input until the
Presses the termination key (DTMF only).
Exhausts the maximum number of retries.
Enters the maximum number of keys (DTMF only).
Does not respond until the timeout length is
The Get Digit String step provides three output
Successful—Input was valid.
Timeout—After the retry limit was reached, the last try timed
Unsuccessful—After the retry limit was reached, the caller pressed an
invalid key or spoke an invalid value.
You can add extra control to the script through the On
Exception Goto step, if the caller hangs up a call, but neither
presses the termination key, nor enters the maximum number of retries, nor
exhausts the maximum number of retries.
Figure 1 – Sample Script
Note: The sample script in Figure 1 is not a
production script. This document provides this script for description purposes
Before you execute the Get Digit String step, add the
On Exception Goto step (see Figure
When the caller hangs up, contact with the agent terminates. An
exception named ContactInactiveException occurs. You can use
the On Exception Goto step to determine this exception. The
On Exception Goto step relies on the termination of the
contact, and ContactInactiveException triggers this step. This
step catches the exception and goes to the label specified, (see arrow D in
Figure 1). Under the label, you can execute any
other script steps, which do not rely on the contact between the agent and the
caller (for example, Document steps and Database steps).
Here is the possible flow control that follows with the On
Exception Goto step after you execute the Get Digit
If input is valid, the control goes to Successful (see arrow A in
If the final try times out, and the retry limit is reached, the
control goes to Timeout (see arrow B in Figure
If the retry limit is reached, and the caller presses an invalid key
or speaks an invalid value, the control goes to Unsuccessful (see arrow C in
If the caller hangs up, the flow control transfers to the step after
the Clear Exception step under the ClearUp