Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

Cisco Desktop Administrator User Guide

46

August 18, 2015

Reason Codes

Reason codes describe why an agent has changed to the Not Ready agent state or 
has logged out. 

There is no limit on how many reason codes can be configured and displayed in Agent 
Desktop and CAD-BE. There is no limit to how many reason codes can be configured 
for IP Phone Agent, but IP Phone Agent can display only 100 reason codes.

NOTE:  It is recommended as a best practice that you configure no 
more than 20 reason codes for agents to use.

Reason codes are set up and maintained in Unified ICM. You use Desktop Work Flow 
Administrator to assign reason codes to agents on both a global and work flow group 
level.

Global reason codes are assigned using the Reason Codes node under the Work Flow 
Configuration node. Work flow group reason codes are assigned using the Reason 
Codes node under the specific work flow group node (

).

Global reason codes are available for use by all agents. Work flow reason codes are 
available only to those agents in that specific work flow group. 

Figure 17. 

Global and work flow reason code nodes

Global 
Reason 
Codes 



node

Work flow 
group 
Reason 
Codes 
node