Cisco UCCX Not Ready Reason Codes

December 9, 2019 in Customer Service
Cisco UCCX Not Ready Reason Codes

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 in 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.
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.
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.
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.
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.
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.
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.

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