Cisco Cisco Agent Desktop 9.0 用户指南
Reason Codes
January 16, 2013
91
NOTE: You can configure reason codes within the Cisco Unified
Contact Center Enterprise Web Administration Tool (if you use System
IPCC) or the Unified ICM Configuration Manager (if you use anything
other than System IPCC) so that they are required when logging out or
going to the Not Ready state. However, Agent Desktop cannot detect
these settings. It is recommended that the enterprise desk settings
“Idle reason required” and “Logout reason required” be left
unselected and that the enabling or disabling of reason codes be
done within Desktop Administrator.
Contact Center Enterprise Web Administration Tool (if you use System
IPCC) or the Unified ICM Configuration Manager (if you use anything
other than System IPCC) so that they are required when logging out or
going to the Not Ready state. However, Agent Desktop cannot detect
these settings. It is recommended that the enterprise desk settings
“Idle reason required” and “Logout reason required” be left
unselected and that the enabling or disabling of reason codes be
done within Desktop Administrator.
NOTE: Agents must restart Agent Desktop, CAD-BE, and IP Phone
Agent to see any changes you make to reason codes.
Agent to see any changes you make to reason codes.
NOTE: For Chinese, Japanese, and Korean localized sites, reason
codes might not appear correctly in IP Phone Agent due to the phone
limitations on multi-byte characters.
codes might not appear correctly in IP Phone Agent due to the phone
limitations on multi-byte characters.
Assigning Reason Codes
To assign global reason codes:
1. Select the global Reason Codes node in the navigation tree to display the
Reason Codes window (
).
2. Select the appropriate tab for the type of reason codes you want to assign:
Logout or Not Ready.
3. From the Available Reason Codes List, select the reason codes you want
available to all agents, and then click the right arrow button to move them to
the Global Reason Codes List.
the Global Reason Codes List.
Figure 43.
Reason Code window — global (left) and work flow group (right)