reason code

[sukhigrwl]

Good Afternoon all:

i just setup a Que from helpdesk in my company and so far so eveything working in fine and they just asked me one question today to add another reason code for not NOT READY. like right now its only giving option two option brake and lunch.

UCCX version we running is 10.6

thanks for help

[Deepak Rawat]

Depending your agents are using Finesse or CAD there, you will need to set this up differently. Find the procedure below for both of them:

For CAD:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/cadx106-desktop-admin-user-guide.pdf

For Finesse:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/config/guide/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide106/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide_chapter_010110.html#CFIN_TP_M9EA4962_00

Regards

Deepak

[sukhigrwl]

thanks for docs. i will look into them tomorrow at work 

[Deepak Rawat]

Yes please take a look its pretty simple. In case, you face any issues let me know.

Regards

Deepak

[sukhigrwl]

thanks for input so we using CAD 

we have two QUE in our system and they both using default work flow group so my understanding if i am changing default work flow group changes will be available to both QUE.

its best exercise to use same work flow for all QUE or all QUE need their own work flow group? if need different can i able to create one now ? it will required any system outage?  

[Deepak Rawat · Accepted solution]

we have two QUE in our system and they both using default work flow group so my understanding if i am changing default work flow group changes will be available to both QUE.

Answer: Your understanding is absolutely correct

its best exercise to use same work flow for all QUE or all QUE need their own work flow group? if need different can i able to create one now ? it will required any system outage?

Answer: Well that really depends on the kind of business requirement. If you have agents who cater to all the products within the company's LOB then yes a single workflow is advisable and should be easy to maintain as well. In case, if you have some agents handling sales call, some of them handle Technical calls and so on then you might need to go for different Workflow groups. In nutshell, this is mainly driven by Business Requirement. As far as outage is concerned, no outage at all whatsoever. Agents will just need to log out and log back in again for the changes to take effect.

Regards

Deepak

[sukhigrwl]

i just did and it worked thanks for all help 

[Deepak Rawat]

Glad that it worked and thanks for updating the forum.

Regards

Deepak

[Mohamed Hussain Siddique · Accepted solution]

If you use CAD 

Install Cisco Unified CCX Desktop Administrator from Pugins -> Open -> Cisco Desktop Administrator Workflow Administrator -> Call center -> Reason codes -> Not ready -> Edit Master list ->Add the additional codes then save . 

Now  Work flow groups -> Select the application -> Reason codes -> move newly added codes from global codes to Available reason code list  then save.

For Finesse 

Finesse administration->Reasons -> Not Ready -> Add reasons -. dont make as global.-> save

Team resources -> Teams -> not ready reason code -> add -> select newly added codes-> Save 

This should enable additional reason codes

Regards

Mohamed 

[sukhigrwl]

thanks for input so we using CAD 

we have two QUE in our system and they both using default work flow group so my understanding if i am changing default work flow group changes will be available to both QUE.

its best exercise to use same work flow for all QUE or all QUE need their own work flow group? if need different can i able to create one now ? it will required any system outage?  

[sukhigrwl]

thanks for your all help and specific instruction all working now 

[Manash Hazarika]

Try With --

http://<PG IP>:8088/teamadmin/main.cda