Cisco UCCX offers two types of reason codes for agents in 'Not Ready' state; System reason codes and agent-selected reason codes. Agent-selected reason codes are created at Cisco Finesse and manually selected by the UCCX agents when they decide to go to Not Ready state. Agent-selected reason codes have precedence over system reason codes.
Cisco UCCX System reason codes are assigned by UCCX Engine in certain circumstances. For example; when an agent logs into Cisco Finesse, she is set to Not Ready state by default and the reason code ID is 0: New Login. If Supervisor changes agent's state to Ready or Not Ready, that is 33: Supervisor-Assisted. However, majority of the system reason code IDs are between 32740-32769. This can help you to identify them on the Cisco CUIC reports. Here is the list of Cisco UCCX System Reason Codes and their brief descriptions;
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.
Reason Code
State
Event
Event Description
32741
Logout
ICD_EXTENSION_CONFLICT
If an agent has already logged in and another agent tries to login with the same extension number, then the previously logged in agent will be logged out by the system.
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.
Reason Code
State
Event
Event Description
32749
Not Ready
CANCEL_FEATURE
Agent's state changes from Talking to Not Ready because 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.
Agent goes off hook to place a call. If the agent enters a reason, that reason is displayed. If the agent does not select any reason, the system issues this reason code.
