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Reason codes for Agent not ready

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Introduction

 

This document describes the reasons of Agent not ready with the reason code.

 

 

Agent Not Ready Reason codes

 

 

There are reports that show the codes agents select when entering Not Ready state, that calculate the percentage of time spent in the Not Ready state, and that show specific Not Ready reasons based on the time range you specify. These reports help you identify whether agents are taking the appropriate number of breaks and whether their breaks are the appropriate length.Some reports display both the text of the reason code (if configured) and the corresponding number. For example, if an agent enters Not Ready state and selects "Break" as the reason code,and if you have configured text for this code in Configuration Manager, reports display "Break [1]". Other reports display the numeric Not Ready reason code only.If an agent's total login session is not included in the specified time range (for example, the agent was still logged in at the end of the time range), an asterisk (*) appears next to the agent's name in the report to indicate that data for that agent is not complete for the range. For Unified CC, in addition to Not Ready reason codes that you define, there are predefined Not Ready reason codes for situations in which the agent is made Not Ready automatically by the software. The following table describes these predefined Not Ready reason codes.

 

Predefined Not Ready Code Description

 

Reason CodeDescription

50001

The CTI OS client disconnected, logging the agent out.Note: This reason code is converted to a 50002, so 50001 does not

display in the agent log out records.

50002

A CTI OS component failed, causing the agent to be logged out. This could be due to closing the agent desktop application, heartbeat time out, a CTI OS Server failure, or a CTI OS failure.

50003

Agent was logged out because the Unified CM reported the device out of service.

50004

Agent was logged out due to agent inactivity as configured in agent desk settings.

50005

For a Unified CCE deployment where the Multi Line Agent Control is enabled in the peripheral, and the Multi Line Agent Behavior is

configured to impact agent state, the Agent will be set to not ready with this code while talking on a call on the Non ACD line.

50010

The agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that

50010 additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2.

50020

Agent was logged out when the agent's skill group dynamically changed on the Administration & Data Server.

50030

If an agent is logged in to a dynamic device target that is using the same dialed number (DN) as the PG static device target, the agent is logged out.

50040

Mobile agent was logged out because the call failed.

50041

Mobile agent state changed to Not Ready because the call fails when the mobile agent's phone line rings busy.

50042

Mobile agent was logged out because the phone line disconnected while using nailed connection mode.

50041

The agent's state was changed to Not Ready because the call fails when the agent's phone line rings busy.

32767

The agent's state was changed to Not Ready because the agent did not answer a call and the call was redirected to a different agent or skill group.

20001 - applicable if you

are using the Cisco

Agent Desktop

Places the agent in the Not Ready state first before forcefully logging them off.

20002 - applicable if you

are using the Cisco

Agent Desktop

Forces the logout request; for example, when Agent A attempts to log in to Cisco Agent Desktop and Agent B is already logged in under that agent ID, Agent A is asked whether or not to force the login.

 

If Agent A answers yes, Agent B is logged out and Agent A is logged in. Reports would then show that Agent B logged out at a certain time with a reason code of 20002 (Agent B was forcibly logged out).

20003 - applicable if you

are using the Cisco

Agent Desktop

Not Ready for logout.

 

If not already in the Logout state, request is made to place agent in the Not Ready state. Then logout request is made to log the agent out.

Supervisor Not Ready

This code is reserved.

Supervisor Logout


This code is reserved.

-1

Agent reinitialized (used if peripheral restarts).

-2

PG reset the agent, normally due to a PG failure.

-3

An administrator modified the agent's extension while the agent was logged in.

 

 

 

By default, predefined Not Ready reason codes do not have associated textual reason codes.They appear as numbers in reports. If you want to see a textual code for these Not Ready reason codes, enter the predefined Not Ready reason code into the Reason Code List tool with the related text. For example, you might want to label the 32767 Not Ready reason code "Redirection on No Answer".

 

Note:

 

• To report on Not Ready reason codes, ensure that the reporting of agent event detail data is enabled on the PG with the Cisco Unified CM peripheral. This is enabled by default.

 

 

 

 

Related Links

Configure Auto Logout for CAD

 
 
 
Comments
Cisco Employee

Just to clarify these two codes which are missing from above explanation:

999 - Supervisor Not Ready

This code is reserved.

999 - Supervisor Logout


This code is reserved.

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