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;
Predefined Reason Codes
Reason Code
State
Event
Event Description
22
Logout
SUP_AGT_TO_LOGOUT
Supervisor changes an agent’s state to Logout.
33
Ready/Not Ready
SUP_AGT_TO_READY / SUP_AGT_TO_NOT
READY
Supervisor changes an agent’s state to either Ready or Not Ready.
255
Logout
-
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.
32742
Not Ready
AGT_SEC_LINE_OFFHOOK
Agent's state is changed from Ready state to Not Ready state when the monitored Non ICD lines are used for Incoming or Outgoing calls.
32745
OUTBOUND
OUTBOUND_WORK_REASONCODE
This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call.
Reason Code
State
Event
Event Description
32746
OUTBOUND
AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW
This reason code is set when an agent goes into a Reserved state for a direct preview outbound call.
32747
OUTBOUND
AGENT_RESERVED_OUTBOUND
This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call.
32748
Logout
AGENT_DELETED
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.
32750
Not Ready
AGT_IPCC_EXT_ CHANGED
Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.
32751
Ready
AGENT_SKIPS
Agent receives a preview outbound call and skips the call.
Reason Code
State
Event
Event Description
32752
Ready
CANCEL_RESERVATION
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.
32753
Not Ready
LINE_RESTRICTED
Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.
32754
Not Ready
DEVICE_RESTRICTED
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.
Reason Code
State
Event
Event Description
32755
Not Ready
CALL_ENDED
Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:
Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.
The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.
32756
Not Ready
PHONE_UP
Agent’s phone becomes active after it was in Phone Down state.
32757
Not Ready
CM_FAILOVER
Unified Communications Manager fails over, and the agent is moved to Not Ready state.
Reason Code
State
Event
Event Description
32758
Not Ready
WORK_TIMER_EXP
Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.
32759
Not Ready
PHONE_DOWN
Agent’s phone stops functioning and the agent is placed in the Unavailable state.
32760
Not Ready
AGT_LOGON
Agent logs in and is automatically placed in the Not Ready state.
Reason Code
State
Event
Event Description
32761
Not Ready
AGT_RCV_NON_ICD
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.
32762
Not Ready
AGT_OFFHOOK
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.
32763
Not Ready
AGT_RNA
Agent fails to answer a Unified CCX call within the specified timeout period.
Reason Code
State
Event
Event Description
32764
Logout
CRS_FAILURE
Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.
32765
Logout
CONNECTION_DOWN
IP Phone Agent or desktop stops functioning, or connection is disrupted.
32766
Logout
CLOSE_FINESSE_DESKTOP
Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option.
32767
Logout
AGT_RELOGIN
Agent is logged in to one device (computer or phone) and tries to log in to a second device.
