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AACC/VP Integration(backend) - TPIN
Hi, Experts
We are using sample application of VP Back-End(AACC_AVPBackEndApps.zip) for TPIN testing, but encountered a serious problem.
Environment:
AACC 6.2 SP5 “AACC_62_SP5_RP3_patches_2_20120504_1130.zip”.
CM 6
VP5.1
Please refer to the following issue description for AACC and VP integration(TPIN).
Call flow:
1. Customer calls AACC, the call will be routed to a skillset, an available agent answers the call.
2. Agent makes a conference call to do TPIN, will conference another CDN in AACC, and execute AACC script to interact with VP.
Script looks like this:
log c_sip_digits_int_cv
3. After customer inputs digits, VP will return the digits to AACC script correctly.
But the script cannot stop running, it will still continue to execute and route the call to an available agent in the default skillset, finally, one customer connected two agents.
If I put the disconnect command in the end of script, the script will disconnect all calls(include customer and agent).
If there is no agent available in the default skillset. Even customer hang up the call, the agent’s call is still there, the call is connected with the script and waiting for available agent.
If agent hang up the call firstly, the customer’s call is still there, the call will come to this agent again since this agent become available.
The issue is why AACC script cannot stop after interacted with VP? how to resolve the issue?
Thank in advance.
We are using sample application of VP Back-End(AACC_AVPBackEndApps.zip) for TPIN testing, but encountered a serious problem.
Environment:
AACC 6.2 SP5 “AACC_62_SP5_RP3_patches_2_20120504_1130.zip”.
CM 6
VP5.1
Please refer to the following issue description for AACC and VP integration(TPIN).
Call flow:
1. Customer calls AACC, the call will be routed to a skillset, an available agent answers the call.
2. Agent makes a conference call to do TPIN, will conference another CDN in AACC, and execute AACC script to interact with VP.
Script looks like this:
assign "invite" to method
assign "PlayAndCollect" to voicexml
assign "6" to numberofdigits
assign "#" to termchar
assign "3" to interdigittimeout
give ivr
service URI serviceuri
with vxml treatment voicexml
parameters vxmlto, vxmlfrom, prompttoplay, numberofdigits, method, termchar, interdigittimeout
returns c_sip_digits_int_cv
3. After customer inputs digits, VP will return the digits to AACC script correctly.
But the script cannot stop running, it will still continue to execute and route the call to an available agent in the default skillset, finally, one customer connected two agents.
If I put the disconnect command in the end of script, the script will disconnect all calls(include customer and agent).
If there is no agent available in the default skillset. Even customer hang up the call, the agent’s call is still there, the call is connected with the script and waiting for available agent.
If agent hang up the call firstly, the customer’s call is still there, the call will come to this agent again since this agent become available.
The issue is why AACC script cannot stop after interacted with VP? how to resolve the issue?
Thank in advance.
