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UCCX Reason Codes

This document provides a list of reason codes and their descriptions that explain why an agent's status may change to "Not Ready" in a contact center system. There are over 100 reason codes grouped into categories such as logouts, state changes, call handling reasons, equipment issues, and login/logout events. Examples include the agent logging out at end of shift, having their status set to not ready by a supervisor, call cancelation features being used, or equipment malfunctions.

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2K views

UCCX Reason Codes

This document provides a list of reason codes and their descriptions that explain why an agent's status may change to "Not Ready" in a contact center system. There are over 100 reason codes grouped into categories such as logouts, state changes, call handling reasons, equipment issues, and login/logout events. Examples include the agent logging out at end of shift, having their status set to not ready by a supervisor, call cancelation features being used, or equipment malfunctions.

Uploaded by

NoScribe44
Copyright
© © All Rights Reserved
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Reason Code

State
100 Not Ready
101 Not Ready
102 Not Ready
103 Not Ready
104 Not Ready
105 Not Ready
106 Not Ready
107 Not Ready
108 Not Ready

System Reason Code


22 Logout
30 Not Ready & Ready
32748 Logout

32749 Not Ready

32750 Logout
32751 Ready
32752 Ready

32753 Not Ready


32754 Not Ready
32755 Not Ready

32756 Not Ready


32757 Not Ready
32758 Not Ready

32759 Not Ready

32760 Not Ready


32761 Not Ready
32762 Not Ready

32763 Not Ready


32764 Logout
32765 Logout
32766 Logout
32767 Logout

Event
End of Shift
Break
Lunch
Scheduled Time Of
Work Away from Desk
Future Use
Future Use
Future Use
Future Use
System Reason Codes
Supervisor Changed state to Logout
Supervisor Changed State Remotely
AGENT_DELETED

CANCEL_FEATURE

AGT_IPCC_EXT_CHANGED
AGENT_SKIPS
CANCEL_RESERVATION

LINE_RESTRICTED
DEVICE_RESTRICTED
CALL_ENDED

PHONE_UP
CM_FAILOVER
WORK_TIMER_EXP

PHONE_DOWN

AGT_LOGON
AGT_RCV_NON_ICD
AGT_OFFHOOK

AGT_RNA
CRS_FAILURE
CONNECTION_DOWN
CLOSE_CAD
AGT_RELOGIN

Event Description
Agent changes state to Not Ready End of Shift
Agent changes state to Not Ready - Break
Agent changes state to Not Ready - Lunch
Agent changes state to Not Ready Scheduled Time Of
Agent changes state to Not Ready Work Away from Desk

Agent is logged out from Unified CCX as the agent is deleted from Unified
Communications Manager. This event is triggered when Unified CCX synchronizes the
agent information with Unified Communications Manager.
Agent's state changes from Talking to Not Ready because the Cancel feature is
triggered during an Interactive Call Distribution (ICD) consult call between two agents.
When the consulting agent presses theCancelsoftkey on the phone, the consulted
agent is no longer associated with the ICD call, and the consulted agent's state changes
to Not Ready. This feature is available only on some of the newer phones.
Agent is logged out from Unified CCX because the agents Unified CCX extension
changes in Unified Communications Manager.
Agent receives a preview outbound call and skips the call.
Agent receives a preview outbound call, decides to cancel the reservation, and presses
theCancel Reservationbutton on the desktop.
Agents phone line is flagged as a restricted device by the administrator of Unified
Communications Manager.
Agent's device is flagged as a restricted device by the administrator of Unified
Communications Manager.
Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in
the following cases:
Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the
call, Agent 1 moves back to Not Ready state.
TheAutomatic Availableoption is disabled for the agent. After handling a call, agent
moves to Not Ready state.
Agents phone becomes active after it was in Phone Down state.
Unified Communications Manager fails over, and the agent is moved to Not Ready
state.
Agents state changes from Work to Not Ready. This change occurs if the Work state for
that agents CSQ is associated with an expired wrap-up timer.
Agents phone stops functioning and the agent is placed in the Unavailable state.

Agent logs in and is automatically placed in the Not Ready state.


Agent is logged in to the desktop or IP phone and receives a call that is not queued on
the Unified CCX platform.
Agent goes of hook to place a call. If the agent enters a reason code, that reason code
is displayed. If the agent does not enter a reason code, the system issues this reason
code.
Agent fails to answer a Unified CCX call within the specified timeout period.
Active server becomes the standby server, and the agent loses connection to the
Unified CCX platform.
IP Phone Agent or desktop stops functioning, or connection is disrupted.
Agent closes the desktop without logging out.
Agent is logged in to one device (computer or phone) and tries to log in to a second
device.

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