Cisco Cisco Unified CRM Connector 7.5 Installation Guide

 

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Reason codes are used by some contact centers to report the reason why an 
agent went into an idle state:  for example, to take lunch or a break.  These 
codes are configured on the switch and reported by the switch.  There are 
three reason codes types that may be enabled or disabled in this section: 

•  Not Ready Reason:  This requires a reason whenever an agent sets 

themselves “Not Ready.”  For example before lunch or taking a 
break. 

•  Logout Reason Code:  This requires a reason code whenever an 

agent logs out of the ACD. 

•  Entering Wrapup Reason Code:  This records a reason code 

whenever the agent enters a wrapup state.  This is used to capture 
call outcomes for switch reporting and analysis.   

The “entering wrapup reason code” is rarely configured as most CRM 
applications capture this information and provide more detailed reporting 
on the activities and other aspects of the customer interaction.  If this is 
enabled, consider setting the default reason code parameter in the 
CTIModule.