Finesse System Reason Codes

Version 1
    This document was generated from CDN thread

    Created by: Joe Outzen on 16-05-2013 10:57:13 AM
    Are the system reason codes documented anywhere?  So far I haven't found them.
    I've figured out that 999 means supervisor log out.  But I've got a customer that's seeing sporadic 1000 and 1001, and I haven't been able to figure out what those are yet.

    Subject: RE: Finesse System Reason Codes
    Replied by: Theodore Phipps on 16-05-2013 01:30:15 PM
    Reserved Codes in CCE : -1, -2, -3, 0, 32767, 50001, 50002,50003, 50004, 50005, 50010, 50020,50030,50040, 50042 ; 999 is a reserved reason sent by client to CCE for Forced Agent state change
     

    Subject: RE: New Message from Theodore Phipps in Finesse - General Questions: RE: Fi
    Replied by: David Lender on 16-05-2013 01:56:27 PM
    UCCE Reason code definitions are found in the UCCE Database Schema
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_9_0_1/reference/guide/UCCE_BK_D832C827_00_database-schema-guide.pdf

    See pages 674-675

    Subject: RE: New Message from Theodore Phipps in Finesse - General Questions: RE: Fi
    Replied by: Joe Outzen on 16-05-2013 02:57:15 PM
    Theodore Phipps:
    Reserved Codes in CCE : -1, -2, -3, 0, 32767, 50001, 50002,50003, 50004, 50005, 50010, 50020,50030,50040, 50042 ; 999 is a reserved reason sent by client to CCE for Forced Agent state change




    David Lender:




    I had already seen those lists of codes, but it doesn't really get to the root of my question. In Agent_Event_Detail, I have records with ReasonCode = 999, 1000, and 1001. I don't have any of these codes configured in Finesse; therefore I'd assume that either Finesse or CTIOS are setting them automatically.  I've figured out the scenario for 999, but 1000 and 1001 are still a mystery to me.
     
    I did find a description of a reason code 1000: "ACD voice. The system issues this reason code when an agent is in the Ready state for both voice and e-mail, and then receives an ACD call and the e-mail state changes to the e-mail Not Ready state." (CDA User Guide for UCCX 8.5, page 28)  Even if this description carries over to Finesse for UCCE, it doesn't match my scenario - the environment is voice-only.  So that doesn't help much, though it does reinforce my belief that these codes are system-generated.
     
    Any other ideas?

    Subject: RE: Finesse System Reason Codes
    Replied by: David Lender on 16-05-2013 05:13:30 PM
    Joe,
    We don't find reason codes 1000 and 1001 defined internally. 
    Please open a TAC Case for CDN Developer Services by specifying Technology: Other and SubTechnology: CDN - Customer Contact Applications and we will investigate further to see when these codes are being written to the database.
    We will require PG and Finesse logs and you will need to obtain the logs for the timeframe of the occurance of the reason codes in the HDS database.  You will need to run a sql query against the HDS to obtain the Agent_Event_Detail records which contain the timeframes you will need for obtaining the Finesse and PG logs.
    David

    Subject: RE: New Message from David Lender in Finesse - General Questions: RE: Fines
    Replied by: Joe Outzen on 17-05-2013 09:04:21 AM
    David Lender:
    Could the reason codes 1000 and 1001 be user defined in either the System or Team reason codes?

     
    Not unless there's some hidden configuration that I'm not aware of.  (See attachment.)
     
    I'll follow up with TAC and let you know what I find out.

    Subject: RE: New Message from David Lender in Finesse - General Questions: RE: Fines
    Replied by: David Lender on 17-05-2013 08:49:27 AM
    Could the reason codes 1000 and 1001 be user defined in either the System or Team reason codes?