Cisco Cisco Agent Desktop 10.5 User Guide
Cisco Desktop Administrator User Guide 7.1
66
November 2006
Reason Codes
Reason codes describe why an agent has changed to the Not Ready agent state or
has logged out.
has logged out.
There is no limit on how many reason codes can be set up for CAD and CAD-BE. IP
Phone Agent has a limit of 100 reason codes.
Phone Agent has a limit of 100 reason codes.
Reason codes are set up and maintained in ICM using the IPCC Web Administration
Tool (if you use System IPCC) or ICM Configuration Manager (if you use anything
other than System IPCC, for example, ICM Enterprise/Hosted or IPCC
Enterprise/Hosted). You use Desktop Administrator to assign reason codes to agents
on both a global and work flow group level.
Tool (if you use System IPCC) or ICM Configuration Manager (if you use anything
other than System IPCC, for example, ICM Enterprise/Hosted or IPCC
Enterprise/Hosted). You use Desktop Administrator to assign reason codes to agents
on both a global and work flow group level.
NOTE: Changes in reason codes appear in Agent Desktop
immediately. CAD-BE agents must log out, exit, and restart the
application for changes to take effect.
immediately. CAD-BE agents must log out, exit, and restart the
application for changes to take effect.
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’s node (see
Flow Configuration node. Work flow group reason codes are assigned using the
Reason Codes node under the specific work flow group’s node (see
Figure 38.
Global and work flow reason code nodes.
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.
available only to those agents in that specific work flow group.
Global reason codes node
Work flow group reason codes node