|
Reason code |
State |
Reason Label |
Reason Label Description |
|---|---|---|---|
|
22 |
Logout |
Logged Out - Supervisor Initiated |
Supervisor changes an agent's state to Logout. |
|
33 |
Not Ready |
Not Ready - Supervisor Initiated |
Supervisor changes an agent's state to Not Ready. |
| 255 | Logout | Logged Out - Connection Failure | The agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server. |
| 32740 | Logout | Logout - System Initiated Relogin | The system logs out the agent from one session when the agent tries to log in with the same credentials in another session. |
| 32741 | Logout | Logged Out - Extension Conflict | The system issues this reason code when an agent logs in to Cisco Finesse using an extension number that has already been used by another agent to log in, the first agent is logged out forcibly with this reason code. |
32742 |
Not Ready |
Not Ready - Non ACD Offhook |
Agent's state is changed from Ready state to Not Ready state when the monitored Non ICD lines are used for Incoming or Outgoing calls. |
32745 |
Outbound |
Outbound - Work Reason Code |
This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call. |
32746 |
Outbound |
Outbound - Agent Reserved Direct Preview |
This reason code is set when an agent goes into a Reserved state for a direct preview outbound call. |
32747 |
Outbound |
Outbound - Agent Reserved |
This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call. |
|
32748 |
Logout |
Log Out - Agent Deleted |
Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager. |
|
32749 |
Not Ready |
Call Cancel |
Agent's state changes from Talking to Not Ready as the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones. |
|
32750 |
Logout |
Not Ready - Extension Modified |
Agent is logged out from Unified CCX because the agent's Unified CCX extension changes in Unified Communications Manager. |
|
32751 |
Ready |
Not Ready - Skip Preview Call |
Agent receives a preview outbound call and skips the call. |
|
32752 |
Ready |
Not Ready - Cancel Reservation Preview Call |
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop. |
|
32753 |
Not Ready |
Not Ready - Restricted Line |
Agent's phone line is flagged as a restricted device by the administrator of Unified Communications Manager. Attention:
If an agent's line is added to the restricted list, it impacts the function of RmCm subsystem. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html |
|
32754 |
Not Ready |
Not Ready - Restricted Device |
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager. Attention:
If an agent's device is added to the Restricted list, it impacts the function of RmCm subsystem. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html |
|
32755 |
Not Ready |
Not Ready - Call Ended |
Agent moves to Not Ready state after handling a
Unified CCX call. This event occurs in the following cases:
|
|
32756 |
Not Ready |
Not Ready - Phone Working |
Agent's phone becomes active after it was in Phone Down state. |
|
32757 |
Not Ready |
Not Ready - CUCM Failover |
Unified Communications Manager fails over and the agent is moved to Not Ready state. |
|
32758 |
Not Ready |
Not Ready - Wrap Up Timer Expiry |
Agent's state changes from Work to Not Ready. This change occurs if the Work state for that agent's CSQ is associated with an expired wrap-up timer. |
|
32759 |
Not Ready |
Not Ready - Phone Failure |
Agent's phone crashes and agent is placed in the Unavailable state. |
|
32760 |
Not Ready |
Not Ready - Log On |
Agent logs in and is automatically placed in the Not Ready state. |
|
32761 |
Not Ready |
Not Ready - Non ACD Busy |
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform. |
|
32762 |
Not Ready |
Not Ready - Offhook |
Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code. |
|
32763 |
Not Ready |
Not Ready - Call Not Answered |
Agent fails to answer a Unified CCX call within the specified timeout period. |
|
32764 |
Logout |
Logged Out - System Standby |
Active server becomes the standby server and agent loses connection to the Unified CCX platform. |
|
32765 |
Logout |
Logged Out - System Disconnect |
IP Phone Agent or desktop crashes, or connection is disrupted. |
|
32766 |
Logout |
Not Applicable |
Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option. |
|
32767 |
Logout |
Logged Out - Device Conflict |
Agent is logged in to one device (computer or phone) and tries to log in to a second device. |