Hello,
We have Finesse and CUCM 11.5 and Verint 15.1 Verint reads incoming event/reason codes from Cisco and converts them to activities for users adherence feed. We have most of it mapped and working correctly, but I'm trying to track down what scenario sends a 10+Not Ready Code(like ACW or our Claims work status). It seems like if someone makes a call and puts in on hold, 10+0 is sent, but other times 10+not ready code is sent. I've been running test scenarios by switching my status to claims work (pending) and putting calls on hold but it seems 10+0 is always sent in my tests, but going back through logs we have had scenarios where 10+not ready code is sent and I can't figure out why. I've tried putting calls on hold, conferencing, but have not been able to generate anything other then 10+0.
Does anyone know what would cause a 10+not ready code to be sent instead of 10+0? I'm trying to figure out how to map them so our adherence(and payroll) is correct.
