Cisco Cisco IPCC Web Option Guia Do Utilizador

In addition to Not Ready reason codes that you have defined, the IPCC Enterprise system uses predefined
Not Ready reason codes for situations in which the agent is made Not Ready automatically by the software.
The following table describes these predefined Not Ready reason codes.

A CTI OS component failed, causing the agent to be logged out.
This could be due to closing the agent desktop application,
heartbeat time out, a CTI OS Server failure, or a CTI OS failure.

50002

The agent did not receive multiple consecutive calls routed to
him/her. The system makes the agent Not Ready automatically

50010

so that additional calls are not routed to the agent. By default, the
number of consecutive calls missed before the agent is made Not
Ready is 2.

The agent's state was changed to Not Ready because the agent
did not answer a call and the call was redirected to a different
agent or skill group.

32767

The agent's state was changed to Not Ready and the agent was
forcibly logged out.

20001- applicable if you are using the Cisco Agent Desktop

If the agent is not in Not Ready state, a request is made to place
the agent in Not Ready state and then a logout request is made
to log the agent out..

2003- applicable if you are using the Cisco Agent Desktop

This code is reserved.

Supervisor Not Ready

Predefined Not Ready reason codes do not have associated textual reason codes by default and appear
as numbers in reports. If you want to see a textual code for these Not Ready reason codes, enter the
predefined Not Ready reason code into the Reason Code List tool with the related text. For example, you
might want to label the 32767 Not Ready reason code "Redirection on No Answer" .

Not Ready reason code reports gather data and calculate percentage of time in Not Ready state and in
specific Not Ready reasons based on the time range you specify for the report. If an agent's total login
session is not included in the specified time range (for example, the agent was still logged in at the end
of the time range), an asterisk (*) appears next to the agent's name in the report to indicate that data for
that agent is not complete for the range.

You define agent Logout Reason codes in the agent desktop software. These reason codes appear in
historical logout reports. In WebView logout reports, the reason codes are reported as their numeric