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Reason codes for logout and after call

My client use standard phones for 79xx ACD enabled. No PC or CAD, desktop etc.

Any one used reason codes in this scenario any best practice guidence on this.

They ave CCM 4.x, IPCC enterprise 7.x

Thanks,

Baseer.

4 REPLIES
Silver

Re: Reason codes for logout and after call

The Agent can view the reason codes. The "Numeric reason codes" are stored in AgentStateDetail table in the "db_cra" database. There are no historical reports showing these reason codes, but you should be able to generate customized reports by querying on this table.

The Reason codes are well explained at http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios4_6x/installation/guide/CTIOSyMg.pdf

Re: Reason codes for logout and after call

thanks but no thanks.

We don't have any cad, ctios etc. ITs just 79xx phone with ACD enabled.

Green

Re: Reason codes for logout and after call

Pedant alert: don't you have IPPA (IP Phone Agent)? Although you don't have a CAD desktop, you do have CAD servers.

Sorry - I do not know how to do 'reason codes" with IPPA.

Regards,

Geoff

New Member

Re: Reason codes for logout and after call

We just turned on Reason Codes. On IPCC, just enter the Reason Codes you would like. The catch is. You must enter a Logout code as well. You'll see two different tabs, Logout and Not Ready. Once you enter the codes, check mark the box to enable Reason Codes. On the actual phones when agents logout or go to Not Ready. They are given the choice to pick. Hope this helps. Also, under reports, there should be a Agent by Reason code report.

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