Reason Codes

alan-white · ‎03-05-2009

Is it possible to turn off reason codes altogether so that when an agent logs out or close the desktop agent it does not prompt for a reason code?

robb.allred · ‎03-05-2009

Alan - this sounds like a logout code. This, in addition to the reason code is configured in the desk settings. Look at 'work mode on incoming' for wrap-up code; and look in the miscellaneous section for the 'logout reason required' checkbox.

Robb

alan-white · ‎03-06-2009

Thanks for the reply. Are these settings in the desktop agent or the admin web interface? I don't see them. We are running IPCC express 4.5.

villarrealed · ‎03-06-2009

The settings to disable the reason codes are in the CAD Desktop Administrator. It is under the workflow section. I believe that the version of IPCCX that you are running does not allow for the logout and not-ready reason codes to be required independently. This means that if you turn off logout reason codes, then you also turn off not-ready reason codes.