Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Administrator User Guide
48
August 18, 2015
NOTE: You can configure reason codes in Unified ICM so that they are
required when logging out or going to the Not Ready state. However,
Agent Desktop cannot detect these settings. It is recommended that
the enterprise desk settings “Idle reason required” and “Logout
reason required” be left unselected and that the enabling or disabling
of reason codes be done within Desktop Work Flow Administrator.
required when logging out or going to the Not Ready state. However,
Agent Desktop cannot detect these settings. It is recommended that
the enterprise desk settings “Idle reason required” and “Logout
reason required” be left unselected and that the enabling or disabling
of reason codes be done within Desktop Work Flow Administrator.
NOTE: Agents must restart Agent Desktop, CAD-BE, and IP Phone
Agent to see any changes you make to reason codes.
Agent to see any changes you make to reason codes.
NOTE: Depending on whether the agent’s IP phone has UTF-8
support for double-byte languages, reason codes in IP Phone Agent
might not display correctly. See the Cisco CAD Installation Guide for
more information on language support for IP Phone Agent.
support for double-byte languages, reason codes in IP Phone Agent
might not display correctly. See the Cisco CAD Installation Guide for
more information on language support for IP Phone Agent.
Assigning Reason Codes
To assign global reason codes:
1. Select the global Reason Codes node in the navigation tree to display the
Reason Codes window (
).
Figure 18.
Reason Code window — global (left) and work flow group (right)
2. Select the appropriate tab for the type of reason codes you want to assign:
Logout or Not Ready.
3. From the Available Reason Codes List, select the reason codes you want
available to all agents, and then click the right arrow button to move them to
the Global Reason Codes List.
the Global Reason Codes List.
4. Click Apply.