system reason codes in Not ready and singout in UCCE 11.6

[plukka]

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 Label	Type	Reason Code
Starting Force Logout	System	20001
Agent Logout Request	System	20003
Offhook	System	32762
Call Not Answered	System	32767
Connection Failure	System	50002
Non ACD Busy	System	50005
Call Overlap	System	50010
Mobile Agent Call Not Answered	System	50041
Extension Modified	System	65533
System Reset	System	65534
System Reinitialized	System	65535
Sign Out Reason codes
Connection Failure	System	255
Supervisor Initiated	System	999
Force Logout	System	20002
System Disconnect	System	50001
System Failure	System	50002
Device Error	System	50003
Inactivity Timeout	System	50004
Queue Change	System	50020
Device Conflict	System	50030
Mobile Agent Call Fail	System	50040
Mobile Agent Disconnect	System	50042

[dekwan]

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