Internal Transfer Calls for Courtesy Call Back

[fazil.chida]

Hello All, 

I am trying to make CCB call for internal calls. But calls are failing at callback entry application with below error.

CallbackEntry,04/05/2024 12:27:40.868,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY
CallbackEntry,04/05/2024 12:27:40.868,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY
CallbackEntry,04/05/2024 12:27:40.868,Validate_01,custom,probe outcome,
CallbackEntry,04/05/2024 12:27:40.868,Validate_01,element,warning,"Error: no Gateway Address defined" returned from sending Callback_Validate request to CallbackServlet
CallbackEntry,04/05/2024 12:27:40.868,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
CallbackEntry,04/05/2024 12:27:40.868,Validate_01,exit,error

Has any one faced this issue? kindly give some suggestion how to fix this.

Thanks

[bill.king1]

If you're just sending your internally dialed call to the CVP Callback application, it won't work. You have to have the call start by hitting the ingress gateway like an inbound call would, which has parameters defined in it that are passed to the CVP/VXML application.
Here's one of the guides about how to implement it/what is required.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp_12_5/configuration/guide/ccvp_b_configuration-guide-12-5-1/ccvp_b_configuration-guide-12-5-1_chapter_010000.html?bookSearch=true#CCVP_TP_C3484E9... 

[fazil.chida]

Hello Bill, 

The provided link explains the CCB configuration; however, it does not offer guidance on configuring it for internal calls. If any recent enhancements or workarounds have been implemented in this area, we would greatly appreciate it if you could share them with us.

[bill.king1]

The link does when it talks about "The ingress gateway where the call arrives is the gateway that processes the pre-emptive callback for the call, if the caller elects to receive a callback." The design guide also says "Courtesy Callback doesn't support Agent call transfers to the CCB Queue, over a computer telephony integration (CTI) route point."

Like I mentioned, if you're just sending your internally dialed call to the CVP Callback application, it won't work. You have to have the call hit an ingress gateway like an inbound call would, which has parameters defined in it that are passed to the CVP/VXML application, as well as calling the survivability application. You can't just send it from UCM to UCCE/CVP to work.