CCX Scripting Series – Accepting a Contact

One of the most common scripting issues I’ve seen has to do with the way CCX scripts are configured to accept a contact. More often than not, I’ve seen script authors configure a script to merely Accept the Contact; however, Cisco recommends adding a brief delay as well as capturing and handling exceptions prior to Accepting the contact.

Placing a Delay step of 2 seconds prior to the Accept step ensures CCX is able to receive all relevant call setup information and complete call setup or call termination. Not having the Delay step prior to the Accept step can be especially troublesome if the call is transferred to or from another system such as a Unity Call Handler, or even to or from another UCCX trigger or script application.

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