UCCX 10.6 system reason code 0

[kristen.tirado]

We are running UCCX 10.6.1 SU2 ES1 and we have been seeing system reason code 0 showing up in some of our reason code reports.  I have done research but I cannot find what this reason code actually means except default.  I know in UCCE reason code 0 means when the agent first logs on but for UCCX 32760 means Agent Logon. I have seen other discussions/ questions on this but the answer keeps saying agent logon but I'm not understanding how 32760 and 0 would mean the same thing. Can you please provide more details about what 0 means in UCCX?

Reason Label	Reason Code	The system issues this reason code:
AGT_RELOGIN	32767	when an agent is already logged in to one device (computer or phone) and then tries to relog in to a second device.
CLOSE_CAD	32766	when an agent closes the CAD or Finesse without logging off.
CONNECTION_DOWN	32765	when an IP Phone Agent or CAD crashes due to any reason or if the connection is disrupted.
CRS_FAILURE	32764	when the active server becomes the standby server and the agent loses connection to the Unified CCX Platform.
AGT_RNA	32763	when the agent fails to answer an Unified CCX call within the specified timeout period.
AGT_OFFHOOK	32762	when the agent goes off the hook to place a call. If the agent remembers to do this task the corresponding agent-triggered reason code is displayed. If the agent does not remember to do this task, the system issues this reason code.
AGT_RCV_NON_ICD	32761	when the agent is logged on to the Finesse or IP phone and then receives a call that is not queued on the Unified CCX Platform.
AGT_LOGON	32760	when an agent logs in and is automatically placed in the Not Ready state.
PHONE_DOWN	32759	if the agent’s phone crashes and that agent is placed in the unavailable state.
WORK_TIMER_EXP	32758	when an agent’s state is changed from WORK to Not Ready. This change occurs if the WORK state for that agent’s CSQ is associated with an expired wrap-up timer.
CM_FAILOVER	32757	when the Unified CM fails over and the agent is moved to the Not Ready state.
PHONE_UP	32756	when the agent’s phone comes up after it has been through a Phone Down state.
CALL_ENDED	32755	when an agent is moved to the Not Ready state after handling a Unified CCX call. This situation occurs in one of two cases: • If an agent (Agent 1) is in the Not Ready state and gets a consult Unified CCX call from another agent (Agent 2). In this case, after handling the call, Agent 1 moves back to the Not Ready state. • If an agent’s Automatic Available option is disabled and this agent gets a Unified CCX call, then this agent goes to the Not Ready state after handling the call.
DEVICE_RESTRICTED	32754	The system issues this reason code if the agent device is flagged as a restricted device by the Unified CM Administrator.
LINE_RESTRICTED	32753	The system issues this reason code if the agent’s phone line is flagged as a restricted device by the Unified CM Administrator.
CANCEL_RESERVATION	32752	The system issues this reason code when an agent receives a preview outbound call and decides to cancel the reservation by pressing "Cancel Reservation" button on CAD.
AGENT_SKIPS	32751	The system issues this reason code when an agent receives a preview outbound call and skips the call.
AGT_IPCC_EXT_CHANGED	32750	The system issues this reason code when an agent is logged out from CCX because the agent’s IPCC extension was changed in Unified Communications Manager.
CANCEL_FEATURE	32749	The system issues this reason code when an agent’s state is changed from TALKING to Not Ready as a result of the Cancel feature. The feature is triggered during an ICD consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with an ICD call and their state changes to Not Ready. This feature is only available on some newer phone models.
SUP_AGT_TO_NOTREADY	33	The system issues this reason code when the Supervisor changes an agent’s state to Not Ready state.
SUP_AGT_TO_LOGOUT	22	The system issues this reason code when the Supervisor changes an agent’s state to Logout.

[Deepak Rawat]

Kristen there is not a specific scenario defined when 0 will be showing as Reason Code in the reports, That being said, below is a typical agent call handling scenario from the logs perspective starting from the login event right up till handling a call

(A) Agent  Login

2016-11-02 22:17:08:191 DEBUG [0x5d0] EventHandler.cpp[1853]
OnAgentStateEvent: AgentState  NOT_READY  NextAgentState LOGIN

(B) Not Ready (Auto 'Not Ready' after login)

2016-11-02 22:17:08:191 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_NOTREADY with reason code 32760

(C) Ready (manually clicked 'Ready')

2016-11-02 22:17:50:722 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_READY with reason code 0

(D) Not Ready (manually clicked 'Not Ready')

2016-11-02 22:18:06:269 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_NOTREADY with reason code 0

(E) Ready (manually clicked 'Ready')

2016-11-02 22:18:23:769 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_READY with reason code 0

(F) Ringing (reserved) (call is coming in)

2016-11-02 22:20:32:081 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_SELECTED with reason code 0

(G) Did not answer call (RNA - went back to 'Not Ready')

2016-11-02 22:20:44:441 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_NOTREADY with reason code 32763

(H) Manually clicked 'Ready'

2016-11-02 22:21:49:394 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_READY with reason code 0

(I) Ringing (reserved) (call is coming in)

2016-11-02 22:21:49:394 DEBUG [0x5d0] Agent: derawat Begin handling
agent state event - AS_SELECTED with reason code 0

So in nutshell below are the scenarios when you will see the Reason Code 0 in the reports:

1) There are no custom 'Not Ready' reason codes defined and hence 0 is shown in the report whenever agent manually clicks the Not Ready button.

2) Whenever agent click on the Ready button manually, then also the RC 0 will appear

3) Whenever the call is ringing on agent phone, that means Finesse/CAD is in reserved state then also you will see this code

Regards

Deepak

[kristen.tirado]

Thank you Deepak.  We do have custom 'Not Ready' reason codes defined. And my understanding is that the Reason Code Report - Agent Grouping shows 'Not Ready' states. This is the report we are seeing 0 showing up. This report should not show when you click Ready manually or when a call rings on an agent phone in reserved state. Correct?  So in that case what could the 0 stand for?

Reason Code Report - Agent Grouping Chart

Displays the time agent spent in Not Ready state by reason code.

[HARIS_HUSSAIN]

Great i was searching for this and finally found when Reason Code 0 will appear.

Thanks (+5)