Cisco UCCE PCCE Reason Codes

May 7, 2020 in Cisco Reporting
Cisco UCCE PCCE Reason Codes

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.
50004 Logout Inactivity Timeout Agent was logged out due to agent inactivity as configured in agent desk settings.

Reason Code State Event Event Description
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.
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.

Reason Code State Event Event Description
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).
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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Remote working with the dedicated business phone number helps employees to handle customer communications better. It also gives businesses an opportunity to monitor mobile business communications, restrict employee's access to the customer contact details and vice versa.

Comstice Mobile Enterprise brings a new value to your Cisco CUCM investment and helps roll out remote working practice within days.

Comstice is a technology partner with Cisco, Avaya and Amazon Connect. You can get more information about Contact Center Mobility solutions from here.

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