Cisco Cisco E-Mail Manager Unity Integration 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

Required

time 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

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

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

32767

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.

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

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)