Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

Agent state changed since the agent did not answer the call.

32767

A CTI OS component disconnected, causing the agent to be logged out or
set to the Not Ready state. This could be due to closing the agent desktop
application, heart beat time out, or a CTI OS Server failure.

50002

Agent was set to Not Ready state because they were routed two consecutive
calls that did not arrive.

50010

Agent reinitialized (used if peripheral restarts).

-1

PG reset the agent, normally due to a PG failure.

-2

An administrator modified the agent’s extension while the agent was logged
in.

-3

These reason codes appear in these reports:

•

Agent log out reports if the event caused the agent to log out

•

Agent real time reports if the agent was set to a Not Ready state

•

Agent Not Ready reports

Note: Important! For reporting on all PGs other than VRU PGs, make sure you check the
Agent event detail check box on the Agent Distribution tab in the ICM/IPCC Administration
User Interface’s PG Explorer tool. This check box must be enabled to report on Not Ready
reason codes.

If you are using CAD, the Desktop Administrator uses the following predefined reason codes:

Places the agent in the Not Ready state first before forcefully
logging them off.

20001

Forces the logout request.

20002

If not already in the Logout state, request is made to place agent
in the Not Ready state. Then logout request is made to log agent
out.

20003

This code is reserved.

Supervisor Not Ready

This code is reserved.

Supervisor Logout

Redirection on No Answer

You can configure your IPCC Enterprise system to handle and accurately report on situations
when the agent does not answer his or her phone. These situations are referred to as Redirection
on No Answer.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)