Cisco Cisco IPCC Web Option Maintenance Manual

Note: This mode is not supported for
outgoing calls.

The following table describes the CAD configuration for Work Mode on Incoming options:

Not used with CAD.

Required

Recommended setting when using CAD.

Optional

Note: Configure Wrap-up options in Cisco Desktop
Administrator.

Not used with CAD.

Not Allowed

Not used with CAD.

Required with wrap-up data

The following table describes the CAD configuration for Work Mode on Outgoing options:

When the agent drops an outbound call, the agent goes into a
Work Not Ready state for the time specified in the Wrap-up time

Required

in the agent desk settings and pops the Wrap-up options, if they
are enabled in the CAD Desktop Administrator application.

Recommended setting if not using Wrap-up options for outbound
calls.

Optional

Not used with CAD.

Not Allowed

Not used with CAD.

Required with wrap-up data

Predefined Reason Codes

IPCC Enterprise uses several predefined reason codes to indicate certain system events, described
in the following table:

The CTI OS client disconnected, logging the agent out.

50001

Note: This reason code is converted to a 50002, so 50001 does not display
in the agent log out records.

Agent was logged out because the CallManager reported the device out of
service.

50003

Agent was logged out due to agent inactivity as configured in agent desk
settings.

50004

Agent was logged out when his/her skill group dynamically changed on
the AW.

50020

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