Agent State Reason Codes

Version 1
    This document was generated from CDN thread

    Created by: Paulo Silva on 10-08-2011 11:40:44 AM
    Hello,
     
    Does anybody know how to get the reason code chosen by the agent for a Not Ready of Logoff state?
     
    Thanks in advance,
     
    Paulo Silva

    Subject: RE: New Message from Paulo Silva in Unified Contact Center Express CTI (UCC
    Replied by: David Lender on 10-08-2011 01:14:12 PM
    Can you please clarify your question?  Are you asking about the CTI protocol for setting a reason code when changing state to not ready?  Not sure what Logout has to do with it.



    Regarding the CTI protocol, you specify a reason code on the SET_AGENT_STATE_REQ message.  See Chapter 9 of the UCCX CTI protocol section on Agent State messages.

    Subject: RE: New Message from Paulo Silva in Unified Contact Center Express CTI (UCC
    Replied by: David Lender on 10-08-2011 01:39:12 PM
    That is a CAD question unrelated to UCCX CTI protocol.  CAD has an internal database for storing these codes.

    Subject: RE: Agent State Reason Codes
    Replied by: Paulo Silva on 10-08-2011 01:59:17 PM
    Hi David,

    Are you saying that the reason code associated with the current Not Ready or Logoff agent state is not avaible through CTI?

    If so, do you have suggestion as to how i may get to it?

    Thanks!

    Subject: RE: New Message from David Lender in Unified Contact Center Express CTI (UC
    Replied by: David Lender on 10-08-2011 03:38:12 PM
    Note that this only provides UCCX CTI reason codes per table 10-19.  It does not provide the CAD reason codes.

    Subject: RE: Agent State Reason Codes
    Replied by: Paulo Silva on 10-08-2011 04:17:58 PM
    Hi David,

    Thanks for all your replies!

    I am aware of the database approach, but was wondering if there was any other way to get to them.

    Thanks again,

    Paulo Silva

    Subject: RE: Agent State Reason Codes
    Replied by: Paulo Silva on 10-08-2011 01:32:18 PM
    Hi David,

    Thanks for your quick reply.

    I am talking about reason codes that you create in Desktop Administrator which the agent will be presented with in CAD when he chooses to go Not Ready or Logoff; these are custom codes that customers use to track agent activity. If these are setup, every time the agent attempts to go Not Ready or Logged Off, a small dialog pops up with a list of reason codes, forcing the agent to make a choice. Typicall codes: Break, Faxing, Lunch, etc

    Thanks,

    Paulo Silva

    Subject: RE: New Message from Paulo Silva in Unified Contact Center Express CTI (UCC
    Replied by: David Lender on 10-08-2011 03:33:12 PM
    You could connect a UCCX CTI client in bridge mode and receive the agent state change event for the agent.  This event contains the reason code.

    Subject: RE: New Message from David Lender in Unified Contact Center Express CTI (UC
    Replied by: David Lender on 10-08-2011 03:43:12 PM
    You can also access the UCCX database AgentStateDetail table as specified in the UCCX database schema here  http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf   . Accessing the UCCX database is outside the scope of UCCX CTI protocol.