UCC Reason Codes

sluciano · ‎06-09-2008

Does anyone know where i can find agent reason code definitions for UCC 5.0? We don't have any custom codes set up but our agent reports are getting a 32755 code and i can't find out what the code actually means.

Thanks

Steve Luciano

Riccardo Bua · ‎06-09-2008

Hi Steve,

hope this helps:

CALL_ENDED

Reason Code: 32755

State: Not Ready

The system issues this reason code when an agent is moved to the Not Ready

state after

handling a Unified CCX call. This situation occurs in one of two cases:

. If an agent (Agent 1) was in the Not Ready state and gets a consult

Unified CCX call

from another agent (Agent 2). In this case, after handling the call,Agent 1

moves back to

the Not Ready state.

. If an agent's Automatic Available option is disabled and this agent gets a

Unified CCX

call, then this agent goes to the Not Ready state after handling the call.

You will get the above reason code for one of the two states

Regards,

Riccardo

sluciano · ‎06-09-2008

OK...since we don't use Automatic Enable could an agent that was on Not Ready receive a call from anyone other than the unified CCX and get that code?

thanks for the help....

Riccardo Bua · ‎06-09-2008

Hi Steve,

it might if they got it on their CC line and not their private one. Lines are still monitored, call should have been manually routed by another agent.

Regards,

Riccardo

Riccardo Bua · ‎06-09-2008

Just for the sake of it, here is the complete list:

32755 Call ended

32756 Device in service

32757 CallManager failover

32758 Work timer expired

32759 Device out of service

32760 Logon

32761 Non-ACD call

32762 Off hook

32763 Ring no answer

32764 CRS failover

32765 Connection down

32766 Forced logout

32767 Forced login

sluciano · ‎06-09-2008

thanks for the help and quick response....