Cisco Unified CCX reason codes

Transcription

1 This appendix describes the events that cause an agent to go to the Logout state or Not Ready state. The built-in agent Not Ready reason codes are generated by the Unified CCX server. The Agent State Detail table includes a valid reason code for these two states. Reason codes for other states is zero (default). This appendix includes the following sections: About reason codes, page 1 System-generated reason code events, page 1 About reason codes Reason codes are initiated by the agent from the Cisco Agent Desktop (CAD) or are generated by the system. For details on agent-triggered reason code explanations see the Cisco Agent Desktop User s Guide and the Cisco Desktop Administrator User s Guide. The system-generated reason codes are displayed in the following reports when the Unified CCX server moves an agent to the Logout or Not Ready states: Logout reason codes: The Agent Login Logout Activity Report displays detailed information about the login/logout date, time, and other details for each session during the report period (see Agent Login Logout Activity Report). Not Ready reason codes: The Agent Not Ready Reason Code Summary Report displays information about the length of time each agent spent in Not Ready state during a specified report period. For each agent, the total time spent in the Not Ready state is displayed along with other details (see Agent Not Ready Reason Code Summary Report). Logout and Not Ready reason codes: The Agent State Detail Report displays about when the agent changed from one state to another. (see Agent State Detail Report). Each system-generated reason code in these reports are associated with an event indicating the agent s status (see System-generated reason code events, on page 1). System-generated reason code events The following events trigger system-generated reason codes: 1

2 AGT_RELOGIN AGT_RELOGIN, on page 2 = CLOSE_CAD, on page 2 = CONNECTION_DOWN, on page 3 = CRS_FAILURE, on page 3 = AGT_RNA, on page 3 = AGT_OFFHOOK, on page 3 = AGT_RCV_NON_ICD, on page 3 = AGT_LOGON, on page 3 = PHONE_DOWN, on page 4 = WORK_TIMER_EXP, on page 4 = CM_FAILOVER, on page 4 = PHONE_UP, on page 4 = CALL_ENDED, on page 4 = DEVICE_RESTRICTED, on page 5 = LINE_RESTRICTED, on page 5 = CANCEL_RESERVATION, on page 5 = AGENT_SKIPS, on page 6 = AGT_IPCC_EXT_CHANGED, on page 6 = CANCEL_FEATURE, on page 6 = SUP_AGT_TO_NOTREADY, on page 6 = 33 SUP_AGT_TO_LOGOUT, on page 6 = 22 AGT_RELOGIN Reason Code: The system issues this reason code 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 Reason Code: The system issues this reason code when an agent closes the CAD without logging off. 2

3 CONNECTION_DOWN CONNECTION_DOWN Reason Code: The system issues this reason code when an IP Phone Agent or CAD crashes due to any reason or if the connection is disrupted. CRS_FAILURE Reason Code: The system issues this reason code when the active server becomes the standby server and the agent loses connection to the Unified CCX Platform. AGT_RNA Reason Code: The system issues this reason code when the agent fails to answer an Unified CCX call within the specified timeout period. AGT_OFFHOOK Reason Code: The system issues this reason code 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 Reason Code: The system issues this reason code when the agent is logged on to the CAD or IP phone and then receives a call that is not queued on the Unified CCX Platform. AGT_LOGON Reason Code:

4 PHONE_DOWN The system issues this reason code when an agent logs in and is automatically placed in the Not Ready state. PHONE_DOWN Reason Code: The system issues this reason code if the agent s phone crashes and that agent is placed in the unavailable state. WORK_TIMER_EXP Reason Code: The system issues this reason code 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 Reason Code: The system issues this reason code when the Unified CM fails over and the agent is moved to the Not Ready state. PHONE_UP Reason Code: The system issues this reason code when the agent s phone comes up after it has been through a Phone Down state. CALL_ENDED Reason Code: The system issues this reason code 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. 4

5 DEVICE_RESTRICTED DEVICE_RESTRICTED Reason Code: The system issues this reason code if the agent device is flagged as a restricted device by the Unified CM Administrator. Warning If an agent s device is added to the restricted list, it impacts the functionality of the RmCm subsystem. Note If the Allow Control of Device from CTI checkbox is not checked in the Default Device Profile Configuration window in the Unified CM GUI, then the device remains restricted and cannot be controlled. This setting can be modified for devices that register with Unified CM. See the Cisco Unified Communications Manager Administration Guide. LINE_RESTRICTED Reason Code: The system issues this reason code if the agent s phone line is flagged as a restricted device by the Unified CM Administrator. Warning If an agent s line is added to the restricted list, then the functionality of the RmCm subsystem is impacted. Note If the Allow Control of Device from CTI checkbox is not checked in the Default Device Profile Configuration window in the Unified CM GUI, then the line remains restricted and cannot be controlled. This setting can be modified for devices that register with Unified CM. See the Cisco Unified Communications Manager Administration Guide. CANCEL_RESERVATION Reason Code: State: Ready 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. 5

6 AGENT_SKIPS AGENT_SKIPS Reason Code: State: Ready The system issues this reason code when an agent receives a preview outbound call and skips the call. AGT_IPCC_EXT_CHANGED Reason Code: 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 Reason Code: 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 Reason Code: 33 The system issues this reason code when the Supervisor changes an agent s state to Not Ready state. SUP_AGT_TO_LOGOUT Reason Code: 22 The system issues this reason code when the Supervisor changes an agent s state to Logout. 6