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. |
Both features have a number of limitations and due to the recent demand for the remote work, Comstice offers an altermative solution called Comstice Mobile Enterprise and acts as a mobile second line for business.
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.