cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
1234
Views
0
Helpful
1
Replies
Highlighted
Beginner

system reason codes in Not ready and singout in UCCE 11.6

Hi

We have built phone app using Finesse Rest API. We have used changeState API with FinesseReasonID. we have never pass reasonCode for Signout. Please find same code logic below. We have observed system reason codes for not ready and signout in UCCE 11.6 and we are unable identify what would be use these reason codes and also we did observe same 50002 in not ready as well as signout.  We are not using Finesse Desktop, so is it okay delete these System Reason Codes? what is usage of these codes.


Change State

let url = `${this.finesseEndpoint}/api/User/${agentId}`;

let xmlData = `<User><state>${newState}</state></User>`;

if (newState === 'NOT_READY') {

  xmlData = `<User><state>${newState}</state><reasonCodeId>${finesseReasonCodeId}</reasonCodeId></User>`;

}

SignOut:

let url = `${this.finesseEndpoint}/api/User/${agentId}`;

let xmlData = `<User><state>LOGOUT</state><logoutAllMedia>true</logoutAllMedia></User>`;

Reason LabelTypeReason Code
Starting Force LogoutSystem20001
Agent Logout RequestSystem20003
OffhookSystem32762
Call Not AnsweredSystem32767
Connection FailureSystem50002
Non ACD BusySystem50005
Call OverlapSystem50010
Mobile Agent Call Not AnsweredSystem50041
Extension ModifiedSystem65533
System ResetSystem65534
System ReinitializedSystem65535
Sign Out Reason codes
Connection FailureSystem255
Supervisor InitiatedSystem999
Force LogoutSystem20002
System DisconnectSystem50001
System FailureSystem50002
Device ErrorSystem50003
Inactivity TimeoutSystem50004
Queue ChangeSystem50020
Device ConflictSystem50030
Mobile Agent Call FailSystem50040
Mobile Agent DisconnectSystem

50042

Everyone's tags (3)
1 REPLY 1
Highlighted
Cisco Employee

Re: system reason codes in Not ready and singout in UCCE 11.6

The system reason codes come from UCCE/X and not from Finesse itself. These codes are used by the system when automatic state changes are done. For example, when an agent is in READY state and go RONA, the agent might be in Not Ready with a reason code of 32767.


I don't remember off the top of my head if the Finesse admin console allows you to delete these System reason codes, but if it does, you can delete them if you won't be using it.


Thanx,

Denise