Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção

The agent can decide whether to
enter a Not Ready reason code.

Restricts the agent from entering Wrap-up
mode. The Agent can go into Not Ready
mode.

Not Allowed

The agent must enter a reason
code.

Ensures that the agent automatically enters
Wrap-up state after completing the call.

Required with
wrap-up data

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:

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.

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)