Transfer to VM Script

[acdadmin]

I am running the latest build of CC 5.1 and have discovered an interesting anomaly. I have create a simple CC Script using the TRANSFER icon. The Transfer is to a VM box on the ShoreTel PBX. I use this in a couple of places: NO AGENTs for a service uses this CC Script if there are no agents logged in. This works just fine.

I also use it in the Audio plan. The call comes into the service and searches for an Agent. If no agent the Audio plan plays a message and then hold music as step 1. After the programmable MOH period it goes to Step 2 which is the CC Script described above. This works most of the time.

I can get it to reliably fail if the call comes in and rings an agent, but the agent does not answer and is put into release. In this condition the call will follow the audio plan, but never go to Step 2.

How Come?

[jinxed]

i want to make sure we are on the same page.

After a set amount of time, the script is set to play a .wav and then transfer. It only works when no agents are logged in.

[acdadmin]

The script is a simple TRANSFER to VMBOX in the ShoreTel. The script, however, is inside the Audio Plan of a service. Most people think you have an audio service to just play queue announcements, but you can put any script you can create in that step of the audio plan. I have a Mandatory Announcement; then look for Agents, then announcement message1, hold for 20 seconds and then the next step is TRANSFER to VM. The script runs flawlessly in all call modes EXCEPT if the call comes into the Service as the result of ringing and agent, who does not answer, the agent is put in release and the call is returned to queue. This seems to drive the CC into a coma. The case is now in Escalation.