Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready.

Use the Manage Reason Codes (Not Ready) gadget to view, add, edit, or delete Not Ready reason codes.

1. Click the Reason Label or Reason Code headers to sort the Not Ready reason codes by label or reason code in ascending or descending order.

2. Click the Type header to sort and display system or custom reason codes.

3. Click the Global header to sort reason codes by whether they are global (Yes) or not (No).

Not Ready reason codes can be global (visible to all agents) or team (visible only to agents on specified teams).

Note	Finesse supports a total of 200 Not Ready reason codes. This includes a maximum of 100 global Not Ready reason codes, and 100 team Not Ready reason codes. The team reason codes can be mapped to any team, and the same reason code can be mapped to multiple teams.

The following table describes the fields on the Manage Reason Codes (Not Ready) gadget:

Actions on the Manage Reason Codes (Not Ready) gadget:

• New: Add a new Not Ready reason code

• Edit: Edit an existing Not Ready reason code

• Delete: Delete a Not Ready reason code

• Refresh: Reload the list of Not Ready reason codes from the server

Note	When you add, edit, or delete a Not Ready reason code, the changes you make take effect on the Finesse desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops.

When an agent signs in to the Finesse desktop, the agent state is set to Not Ready. The agent can then choose to go to Ready status or choose from one of the configured Not Ready reason codes from the agent state drop-down list.

If an agent wants to change from Ready to Not Ready status, that agent can choose the appropriate Not Ready reason code from the list of configured codes.

An agent who is on a call can select a state to be applied when the call is complete. For example, if an agent wants to be in Not Ready state when the call ends, that agent can choose Not Ready from the drop-down list while still on the call. The Finesse desktop shows the agent in Talking state and a pending state of Not Ready.

If the agent also applies a Not Ready reason code, the desktop shows the pending state with the reason code (in this case, Not Ready - Lunch).

Pending state changes appear on the desktop while the agent's state is Talking (for example, on hold, in a consult call, conference, or silent monitor call).

Note	During a PG or CTI server failover, the pending state of an agent is not retained.

Sign Out reason codes represent reasons that agents can select when they sign out of the Finesse desktop.

Use the Manage Reason Codes (Sign Out) gadget to view, add, edit, or delete Sign Out reason codes. Click the Reason Label or Reason Code headers to sort the Sign Out reason codes by label or by reason code, in ascending or descending order. Click the Type header to sort and display system or custom reason codes. Click the Global header to sort the reason codes by whether they are global (Yes) or not (No).

Sign Out reason codes can be global (visible to all agents) or team (visible only to agents on specified teams).

Note	Finesse supports 200 Sign Out reason codes. These include 100 global Sign Out reason codes, and 100 Sign Out team reason codes. The team reason codes can be mapped to any team, and the same reason code can be mapped to multiple teams.

The following table describes the fields on the Manage Reason Codes (Sign Out) gadget:

Actions on the Manage Reason Codes (Sign Out) gadget:

• New: Add a new Sign Out reason code

• Edit: Edit an existing Sign Out reason code

• Delete: Delete a Sign Out reason code

• Refresh: Reload the list of Sign Out reason codes from the server

Note	When you add, edit, or delete a Sign Out reason code, the changes you make take effect on the Finesse desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign in again to see those changes reflected on their desktops.

When an agent clicks Sign Out on the desktop, any configured Sign Out codes appear in a drop-down list. The agent can select the code that represents why that agent is signing out.

For Not Ready system reason codes and Sign Out system reason codes, only the reason code label can be edited and saved. The Global attribute and system code cannot be modified. In case the system reason code label is modified and you wish to revert to the default label, refer to the following list of predefined system reason codes:

System Reason Codes are auto-generated reason codes that may conflict with custom reason codes when upgrading from an older version to Cisco Finesse 11.6(1). If there is a reason code conflict then the following message appears when you sign in to the administration console:

Custom reason codes conflict with system reason codes. Resolve to avoid reporting inconsistency.

Note	Clear your browser cache to ensure that you are allowed to view and resolve system reason code conflicts.

Note	When performing an upgrade from an earlier version in a Unified CCE deployment, modify the following custom reason codes: 999, 255, 20001, 20002, 20003, and 50041. This is done to avoid conflict with the system reason codes.

All conflicting reason codes are highlighted. To edit, select each conflicting reason code and click Edit. The Edit Reason Code area appears. Select the reason code from the available options listed or enter any other code you wish. The code must be unique to the particular category (Not Ready or Sign Out).

Once resolved, the reason code gets sorted based on the reason code number and placed in the table accordingly.

Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, you may have one Wrap-Up reason for sales calls and another for support calls.

You can configure Wrap-Up reasons to be available globally to all agents or only to specific teams.

Use the Manage Wrap-Up Reasons gadget to view, add, edit, or delete Wrap-Up reasons. Click the Reason Label header to sort the Wrap-Up reasons in ascending or descending order. Click the Global header to sort the Wrap-Up reasons by whether they are global (Yes) or not (No).

Note	Cisco Finesse supports a maximum of 100 global and 1500 team Wrap-Up reasons. No more than 100 Wrap-Up reasons can be assigned to any one team.

Cisco Finesse supports the wrap-up functionality for all types of inbound and outbound calls.

To enable wrap-up, you must configure both of the following attributes in the Unified CCE Agent Desktop Settings:

• Set the Work mode on incoming attribute to either Optional or Required.

• Set the Work mode on outgoing attribute to either Optional or Not Allowed.

If the Work mode on incoming attribute is set to Required, agents automatically transition to wrap-up state after an incoming or Outbound Option call ends. If the Work mode on incoming attribute is set to Optional, agents must select Wrap-Up from the agent state drop-down list while on a call to transition to wrap-up state when the call ends. If the agent does not select Wrap-Up during the call, the agent does not transition to wrap-up state when the call ends.

For more information about configuring Agent Desktop Settings, see the Configuration Manager Online Help for Unified CCE.

Note	The showWrapUpTimer property can be used to show or hide timer in wrap-up state. If showWrapUpTimer is set to true then timer is displayed. If showWrapUpTimer is set to false then timer is hidden.

Note

Wrap-Up timer is configurable. By default wrapUpCountDown property is set to true. The timer counts down by default when the agent is in wrap-up state. For more information, see Desktop Properties. For Example, if you set the timer to 30 seconds, by default the timer starts from 30 and ends at zero. The default behavior can be changed by setting the wrapUpCountDown property to false. If an agent is configured for wrap-up and selects a pending state during a call, when the call finishes that agent goes into wrap-up and not the pending state selected during the call. The agent can end wrap-up by either selecting a new state (Ready or Not Ready) or letting the wrap-up timer expire. If the agent selects a new state, the new state overrides the pending state selected during the call. If the wrap-up timer expires, the agent transitions to the pending state.

The following table describes the fields on the Manage Wrap-Up Reasons gadget:

Actions on the Manage Wrap-Up Reasons gadget:

• New: Add a new Wrap-Up reason

• Edit: Edit an existing Wrap-Up reason

• Delete: Delete a Wrap-Up reason

• Refresh: Reload the list of Wrap-Up reasons from the server

Note	When you add, edit, or delete a Wrap-Up reason, the changes you make take effect on the agent or supervisor desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign in again to see those changes reflected on their desktops.