Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) offer
reason codes for the agents in various states and events. There are two types of reason codes; predefined system
reason codes and administrator-configured reason codes.
Call Not Answered
Agent state changed because the agent did not answer the call.
When the agent goes off the hook to place a call. If the agent remembers to do this task the
corresponding agent-triggered reason code is displayed. If the agent does not remember to do this task,
the system issues this reason code.
When the agent is in Ready state and a call is placed from the ACD (Automatic Call Distribution)
line, the system issues this reason code.
The CTI OS client disconnected, logging the agent out.
A CTI OS component disconnected, causing the agent to be logged out or set to the Not Ready state. This
could be due to closing the agent desktop application, heart beat time out, or a CTI OS Server failure.
For a Unified CCE agent deployment, where the Agent Phone Line Control is enabled in the peripheral and
the Non ACD Line Impact is configured to impact agent state, the agent is set to Not Ready while talking
on a call on the Non ACD line with this reason code.
Forces the logout request; for example, when Agent A attempts to log in to Cisco Agent Desktop and Agent
B is already logged in under that agent ID, Agent A is asked whether or not to force the login. If Agent
A answers yes, Agent B is logged out and Agent A is logged in. Reports then show that Agent B logged out
at a certain time with a reason code of 20002 (Agent B was forcibly logged out).
Agent Logout Request
If not already in the Logout state, request is made to place agent in the Not Ready state. Then logout
request is made to log agent out.