CISCO unified CCX reason codes

[runwayeric]

Hi, I have generated an AGENT STATE DETAIL REPORT and two of the not ready reason codes are 36 and 38. Can anybody point to where in the CISCO literature I can find the explanation for those reason codes. Or explain them to me.

Also as a second question, when using CISCO Unified CCX to generate reports is there any way of showing what the call termination reason was.

ie Call has been handled but was it a) ended by the caller b) ended by the phone agent c) ended by a CISCO error.

This would be quite usefull to know at times.

many thanks in advance for any help, advice or pointers.

[Gabriel Saavedra · Accepted solution]

Those reason codes seem to be customized ones. So you can check in your desktop administrator to see what description they have.

Gabriel.

[gnanem · Accepted solution]

Hi Eric,

The reason codes are defined through the desktop administrator and the range are 0 - 999.Refer the below link page number 48 for more info.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

Page :191

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf

For the second query refer the database schema guide for more info.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf

Regards,

Gnan.

Pls rate if this helps.

[runwayeric]

Many thanks, job done.