|
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.
|
|
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.
| 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: https://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: https://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, 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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