Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
82
June 2007
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 Cisco Unified Contact
Center Enterprise 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 Unified CC Enterprise/Hosted). You use Desktop Administrator to
assign reason codes to agents on both a global and work flow group level.
Center Enterprise 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 Unified CC Enterprise/Hosted). You use Desktop Administrator to
assign reason codes to agents on both a global and work flow group level.
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
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.
Reserved reason codes are predefined in LDAP and cannot be created or deleted.
These reason codes are automatically applied to events over which agents have no
control, such as being logged out by a supervisor or because of a system failure. They
These reason codes are automatically applied to events over which agents have no
control, such as being logged out by a supervisor or because of a system failure. They
Global reason codes node
Work flow group reason codes node