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.
Reason Code
State
Event
Event Description
32767
Not Ready
Call Not Answered
Agent state changed because the agent did not answer the call.
32762
Ready - Not Ready
Offhook
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.
50001
Logout
System Disconnect
The CTI OS client disconnected, logging the agent out.
Reason Code
State
Event
Event Description
50002
Logout
System Failure
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.
50002
Not Ready
Connection Failure
The system issues this reason code when the agent is forcibly logged out in certain cases.
50003
Logout
Device Error
Agent was logged out because the Unified CM reported the device out of service.
Reason Code
State
Event
Event Description
50004
Logout
Inactivity Timeout
Agent was logged out due to agent inactivity as configured in agent desk settings.
50005
Not Ready
Non ACD Busy
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.
50010
Not Ready
Call Overlap
Agent was set to Not Ready state because the agent was routed two consecutive calls that did not arrive.
Reason Code
State
Event
Event Description
50020
Logout
Queue Change
Agent was logged out when the agent's skill group dynamically changed on the Administration & Data
Server.
50030
Logout
Device Conflict
If an agent is logged in to a dynamic device target that is using the same dialed number (DN) as the PG
static device target, the agent is logged out.
50040
Logout
Mobile Agent Call Fail
Mobile agent was logged out because the call failed.
Reason Code
State
Event
Event Description
50041
Not Ready
Mobile Call Not Answered
Mobile agent state changed to Not Ready because the call fails when the mobile agent's phone line rings
busy.
50042
Logout
Mobile Agent Disconnect
Mobile agent was logged out because the phone line disconnected while using nailed connection mode.
65535
Not Ready
System Reinitialized
Agent reinitialized (used if peripheral restarts).
Reason Code
State
Event
Event Description
65533
Not Ready
Extension Modified
PG reset the agent, normally due to a PG failure.
20001
Not Ready
Starting Force Logout
Places the agent in the Not Ready state first before forcefully logging them off.
20002
Logout
Force Logout
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).
Reason Code
State
Event
Event Description
20003
Not Ready
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.
999
Not Ready
Supervisor Initiated
The system issues this reason code when the agent’s state is forcibly changed to Not Ready by the
Supervisor.
999
Logout
Supervisor Initiated
The system issues this reason code when the agent’s state is forcibly changed to Logout by the Supervisor.
255
Logout
Connection Failure
The system issues this reason code when the agent is forcibly logged out when there is a connection failure
between the Cisco Finesse Desktop and the Cisco Finesse Server.
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