Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.2

Note: In all other reports with the Reason Code field, the report displays the numeric Not Ready
reason code.

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 so that additional calls are

50010

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

This is the normal logout reason code condition from Not Ready.

20002 - 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.

20003 - 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.

Note: If you want to report on Not Ready reason codes, ensure that the reporting of agent event
detail data is enabled on the PG with the Cisco CallManager peripheral. This is enabled by
default.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)