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.
|
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.
|
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
|
Logout
|
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.
Attention
|
If an agent’s line is added to the restricted list, it
affects the function of RmCm subsystem.
|
If
Allow Control of Device from CTI is
not checked in the
Default Device Profile Configuration
window in Unified Communications Manager, the line remains restricted and
cannot be controlled. You can modify this setting for devices that register
with Unified Communications Manager. See the
Cisco Unified
Communications Manager Administration Guide,
located at:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/
prod_maintenance_guides_list.html.
|
32754
|
Not Ready
|
DEVICE_RESTRICTED
|
Agent's device is flagged as a restricted device by the
administrator of Unified Communications Manager.
Attention
|
If an agent’s device is added to the Restricted list, it
affects the function of RmCm subsystem.
|
If
Allow Control of Device from CTI is
not checked in the
Default Device Profile Configuration
window in Unified Communications Manager, the device remains restricted and
cannot be controlled. You can modify this setting for devices that register
with Unified Communications Manager. See the
Cisco Unified
Communications Manager Administration Guide,
located at:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/
prod_maintenance_guides_list.html.
|
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.
|
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 code, that reason code is displayed. If the agent does not enter a
reason code, 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.
|