Cisco uccx reason codes I have a number of custom Not Ready Reason Codes that I created in Finesse Ver 11. Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12. 5(1) or higher. The actual behavior of the desktop under these conditions depends on the setting for Logout on Agent Disconnect (LOAD) in Unified CCE. Report Stored Procedure Abandoned Call Detail Activity sp_abandoned_calls_activity Aborted Rejected Call Detail sp_aborted_rejected_call_detail Agent All Fields sp_agent_all_fields Agent Call Summary sp_agent_call_summary Agent Detail sp_agent_detail Agent Login Logout Activity sp_agent_log_activity Is this UCCE or uccx ? In ucce you have to set this in PG explorer peripheral tab, Set Agent phone line control as " All Lines" Non ACD line impact as "Available Agent Goes Not Ready" Available Agent Goes Not Ready means that the agent state changes to Non Ready with a special reason code while the agent is talking on, or is on hold on, a non No tools as such both on CUCM and UCCX. 1 SU2 ES1 and we have been seeing system reason code 0 showing up in some of our reason code reports. 23 MB) View with Adobe Reader on a variety of devices DRF Backup on UCCX 8. What I am looking for is to get a detailed description of the sub categories of the Cisco Unified CCX Engine: Manager Manager; Subsystem Cisco Unified Contact Center Express Administration and Operations Guide, Release 12. My understanding is Not Ready - Non ACD Offhook Book Title. 5(1)SU1. Uccx version is 10. There is a requirement that when an agent starts I'm attempting to pass the wrap-up reason code from Finesse Desktop (UCCX 11. Can anybody point to where in the CISCO literature I can find the When using the APIs to configure reason codes, the administrator specifies the category of reason code in the request (NOT_READY or LOGOUT). We still have cisco-voip, but it's certainly not UCCX focused. Cisco Browser and IP Phone Agent Servic: Enables IP phone and browser-based CAD-BE agents to log in and out of CTI server,change agent states, and enter wrap-up data and reason codes without using a computer. 6 and UCCX 8. (Under the section system-->java version. Chinese; EN US; French; Japanese; Korean; Portuguese; Log In A similar case is being encountered here. This agent once or twice per day getting automatically logout from Desktop Finesse, sometimes directly after call ends. 5 Snapshot View in Voice CSQ Summary Report Missing the Longest Call in refer to the document to narrow down the behavior and disconnect reason. UCCX v11. The closest I've found is "Reason Code - Agent" report, but that only has 30 minute Customer said he was able to choose only one option for Wrap-up Reason. we do not use wrap up time or anything. 6) to Quality Management metadata during the wrap-up timer. 0(1) -Agent Reports. I want to customize some Dear Team, Please let me know the meaning of reason code: 32758 i. 1 in a PCCE system. All you need is to get some custom configurations done on Cisco Reason Codes and State Change Controls - either manually or using a third-party Solved: in uccx is there a way to change the call flow by Not ready reason codes. 6(2)-Live Data Reference. 10. 22 MB) View with Adobe Reader on a variety of devices I am working on my Lab and I am trying to get my first call to UCCX, but when I call the trigger of my application +17731021000 I get a fast busy. X onwards, Cisco Agent Desktop (CAD€ - the calabrio product suite) has been deferred and Cisco Finesse is the only Agent Desktop product suite available on UCCX. The agents are logging For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, You can configure Wrap Up codes and Reason Codes in UCCX based on the CDA guide (if the product is UCCX). I don't think an agent can move to the next state without selecting or agreeing to pre selected reason codes. The We are using CUCM 9. 2. If more than 100 codes are configured, the phone lists the first 100 applicable codes (global codes or applicable team codes). Some days the Aborted Rejected Call Detail I'm implementing UCCX 7. 5 with CAD (old Cisco Agent Desktop and Supervisor Desktop). e. During and after the call, she does have the wrap-up button and can see the list of available codes however, she can not select a code. Finesse then automatically sets them back to ready after X minutes as their lunch break is over. 5(1) and below, Finesse mirrors the UCCX active-inactive deployment Solved: Good morning companions I have the following case. There are two types of reason codes; predefined system reason codes and The reason codes you configure in Finesse are not automatically populated in Unified CCE. Please refer the "Table 9. Trying to run an Agent No ready Reason Code Summary Definition report and my custom not ready codes are not able to be selected from the filters. I'm able to pass the the wrap-up code if it is entered during the call by using the "perform Action": "When a Call ends", under workflows. Is there a way we can disable the keypad (prevent agents to make outbound calls) unless the agents select a specific reason code (in other words, only when agents select that reason code (like "Outbound call" reason code), they can make outbound calls from I. Solved: Hi, My client is using UCCX 10. A Contact Service Queue is configured with Automatic Wrapup enabled and Wrapup Time of 30 sec. 6 and then later this year upgrading to 12. Is there a gadget available or any way for the Supervisor to change the state of the Agent to Not Ready and be able to choose one of the created Not Ready reason codes instead of just the Not Ready state. On UCCX Script we are getting some data(Get Enterprise Call Info Step) from Agent while he transfers the call back to IVR for some reason. lets say all agents is in a meeting so I would like to route that call to a meeting type message Does anyone know if there is a limit to the number of Not Ready Reason Codes that can be configured in Finesse Administrator? We are on Ver. When i checked the Cisco Supervisor Desktop, that agent is logout with reason code : 32764. when the agent fails to answer a Unified CCX call within. Skip to content; Skip to search; Skip to footer; Cisco. The dip is pulling Talking reason codes - but I can't find a list of these RC so we can update the Please check if you have defined any custom Reason codes for Not Ready \ Log Out states for Agents. reports showing long duration of not ready with reason code 32755. Cisco Finesse Desktop is showing Reason Code in the Live Agent Summary Report as the decimal code. The system issues this reason code. Contact Cisco TAC for further clarification Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9. Field Values. com Worldwide; The Account Number for the contact and the Call Result, so that the last termination code can be obtained for each contact. When i checked the Cisco Cisco Unified Contact Center Express Report Description Guide, Release 11. 5 with Finesse 10. For example, you can label the 32767 Not Ready reason code "Redirection on No Answer. Skip to content; Skip to search; Skip to footer; Also, all reason codes must be And to see what is the exact reason code log out. Note: The Unified Contact Center Express (UCCX) 11. There are around 12 of these for her team. 11 for CUCM, UCCX, CUIC and Solved: Good morning companions I have the following case. Conditions: The A Cisco DB service is down. the specified timeout period. It does not show anything if the agent disconnected the call or user. x are provided in this document. 6 CUCM 11. Troubleshooting BGP EVPN VXLAN. MENU. Chapter Title. Log In. add reason codes for wrap-up and agent state changes, The steps to configure the auto-logout feature for CAD agents through the CDA in UCCX 7. Agents are located at multiple different locations and all reported the brief event. 3. 5 has been known to fail at a critical point: during the backup of the LDAP database. There's really nothing out of the box for what you're looking for and if you want multiple wrap up codes there's even less help. Permanent fix is to upgrade to the version which has a solution for Cisco bug ID CSCvc94546 and Cisco bug ID CSCvb19751. Historical Reports. Wrap-up, Not Ready and/or Logout) Hi We have UCCX 11. Then, select the matching reason codes from the Reason Code Value List that is populated in the filter. Is there any table that contains this mapping? Thanks, Met. Wrap-Up Reasons . Tried making changes to the Agent Desk settings but it didn't work. Do somebody know if i can add a Reason code when a "Not ready" agent Cisco + Splunk: It’s a new day for your data. I configure in finesse admin a work flow of voice with an action if a call ends. Cisco Unified Contact Center Express Reporting Guide, Release 11. e "outgoing call" to for instance your Wallboard application? Or Hello All, UCCX: 10. 5 CUC 11. Can anyone share any detail about this issue. 5,where some agents are reporting issues with finesses service. The reason code must be global (forAll parameter set to true) or be assigned to a team to which the user belongs. You can choose Not Ready or Not Ready with the appropriate Cisco Unified Contact Center Express Report Description Guide, Release 11. 6 Pre-Release communication. call comes into agent he ends call and he is not ready for And to see what is the exact reason code log out. 6 we automatically put many of our agents into work state at the end of a call and require them to select a wrap-reason before going ready again. This reason code is set when Hi, I have a client who wishes to have multi layered reason codes for their contact centre. For Unified CC, in addition to Not Ready reason codes that you define, there are predefined Not Ready reason codes for situations in which the agent is made Not Ready The Reasons tab on the Cisco Finesse administration console allows you to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. 2. UCCX 10. Skip to content; Skip to search; Skip to footer; Also, all reason codes must be selected in the filter if they have headers in the report, or the time in the Hi All, Do anyone has faced a case wherein the wrapup and reason code created in finesse gets disappear. I'm going to guess it's an Agent's DN which cannot be reached by UCCX. All working except 1 agent on 1 team. Working with a call center group using UCCX 11. Introduction. I have done research but I cannot find Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. Hi Guys, In specific site about my Customer I am verifing in RTMT that there are many temporary failure code 41 and only occur in inbound calls. 5(1) Finesse 10. Something to do with a Agent Logout Reason codes are defined in the agent desktop software and appear in historical reports as their numeric equivalent, with no text code. Skip to content; Skip to search; Skip to footer; Log Report presents the agent state and duration in that state, wrap-up data, and the reason code (where applicable) for the current day, since Hi, I have this situation where from the CUIC reports, agent not ready code is 4. Desktop Chat. For example, if the agent is not ready after login, in CAD it was showing the agent is not ready along with the reason code. This database contains multiple configuration items within the UCCX, including essential data that is needed in the following situations: Contact Center agents need this in order to login. Unfortunately, the agents only select a wrap-reason about 40% of the time. There is a requirement that when an agent starts a session in a specific campaign, the system places it with the READY status Recommended Action Review the reason code and the recommended action within the reason code. The backup failing in CCXCOMPONENT and the error is "Ontape Backup failed. We ahving a client site with uccx 8. To view a list of reason codes Cisco UCCX offers two types of reason codes for agents in 'Not Ready' state; System reason codes and agent-selected reason codes. When our agents miss a call their status goes to simply "Not Ready" We would like it to display the reason code (32763) UCCX 11 - Finesse Desktop Curious if it's possible to have a 'notes' field with the wrap-up reason codes in Finesse Desktop that writes to the UCCX DB so a wrap-up reasons Dear Experts, we have a team of agents who gets the wrapup option after they hung up to add the notes and reason codes (attached screen shot). 6 release is a very important release with important updates to critical features and serviceability updates that will help partners and customers. Cisco Unified Contact Center Express Reporting User I have created a language that is not built in to UCCX using the create language button. Hi All I have a issue with the backup of UCCX. Download Download Options. The Type column can be sorted to display both reason codes (System or Custom) in the Finesse Admin Console. CLOSE. 0(1) -Cisco Finesse. the agents would only have access to a subset of the reason codes, supervisor could force agents into any of the Not Ready reason codes. BGP EVPN VXLAN Configuration Guide, Cisco IOS XE 17. from the template help I found definition as these. Teams Configuration. edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons (Reason Codes are disabled for Packaged CCE deployments). It is an IP-based Automated Call Distribution (ACD) system that queues and distributes incoming calls destined for groups of Cisco Unified Communications Manager users (agents). Hello Deepak, I tested the tool , and it worked !!! . When we run the Agent Not Ready Reason Code Summary Report it will Hello, Is there a way to add a new list for reason codes (other than the default Not-Ready and Sign-out) in UCCX? Thanks Solved: Hello Experts, I have been having an issue for several months and I don't seem to understand why this is happening. On the IP Phone, Cisco Finesse can display a maximum of 100 Not Ready or Sign Out reason codes. when the agent fails to answer a Unified CCX Hi, Yes, this is doable. Agents and Supervisors are using Cisco Finesse for login. Currently, we don't have any When adding new numerical reason codes in Finesse does it have to be different from CAD reason code numbers or can it be Log In. Primary Key . 62 MB) PDF - This Chapter (1. I believe this setting cannot be enabled becasue when the agent dials out the call does not go through the UCCX. Hi, Simply install the Finesse Language Cop file from below location based on your UCCX version: For UCCX 10. 94 MB) PDF - This Chapter (3. 6 SU2, Using Firefox Logged out, closed the browser, logg Cisco Unified Contact Center Express Report Description Guide, Release 11. To see a textual code for these Not Ready reason codes, enter the built-in Not Ready reason code into the Reason Code tool with the related text. Solved: PCCE Deployment 10. To populate them across the solution, you must configure the reason codes in both Finesse and Install Cisco Unified CCX Desktop Administrator from Pugins -> Open -> Cisco Desktop Administrator Workflow Administrator -> Call center -> Reason codes -> Not ready -> Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display . Hi, I have this situation where from the CUIC reports, agent not ready code is 4. //hostname of primary UCCX server/cmplatform System Reason Code. Is there a possibility that Agents change state to ready after x seconds on specifc reason code? Regards Hello , We are see agent states of Not Ready and reason code Phone Working. We checked "Real Time We have UCCX 10. Reason 14 : MalformedRegisterMsg - (SIP only) If this device continues to unregister with this reason code, go to. 2/Finesse Desktop. Doing a stare and compare , all phones Multiple teams on the system using different wrap-up codes. com Worldwide; Products and Services; If the agent does not enter a reason code, the system issues this reason code Hi We are working with UCCX version 12. How can I get CUIC ver 11 to report on these custom codes? I looked in the CUIC Value Lists and refreshed the one for UCCX_SystemReasonCode and all of the Custom numbers show up, but they aren't listed in available Hello, We have Finesse 12. 0 so java version that it supports it JDK/JRE 1. Is there a possibility that Agents change state to ready after x seconds on specifc reason code? Regards Recommended Action Review the reason code and the recommended action within the reason code. In the Finesse Administration we can create multiple Not Ready Reason codes that the Agent Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons (Reason Codes are disabled for Packaged CCE deployments). Buy or Renew. Please be infor From UCCX 11. I'm guessing a new value list needs to be created and a new field needs Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons (Reason Codes are disabled for Packaged CCE deployments). The agents are logging in on their phones , not using CAD . Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. I'm attempting to pass the wrap-up reason code from Finesse Desktop (UCCX 11. any thoughts on why this would happen/show. cop. We are facing issue with Finesse when agents start using chrome browser. Once you add those to the filter, they're added into the report. 5(1) CUCM 10. I want to generate a report using Historical Report application (example: Agent not Ready Reason Code Summary) including the Reason Code description not only the Reason Code number. 0(1) -Supervisor Reports. In order to fix the issue they need to log off from cisco finesse and log back in. Now client In the Agent State Detail Report you can see the not ready reason code, so if you see a not ready state you can look if the reason code is "32762" which is the reason code when an agent goes off-hook for an outbound call. 6 sandbox available for you to play with! In this sandbox, you will find the following products: UCCX 11. This pre-release communication provides an overview of critical Thanks for the answer but that's not exactly what I looking for. To prevent reporting problems, define your reason codes consistently on both Finesse By default, up to eight predefined reason codes are displayed and additional information is categorized as Other Reason Codes. 5 SocialMiner 11. It is weird because some of the custom ones are there but others are not. " Hi, Yes, this is doable. This displays the reason code if the reason label is unavailable. Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display . Hi, Would like to find out is there a way to route the "Q" calls to the agent while the agent state is changed to "Not Ready" with reason code. In 12. 6 and we have so many problems with cisco finesse. They don't seem to just be at the intervals but, they are at Solution Design Guide for Cisco Unified Contact Center Express, Release 11. 1 in HA> We are trying to map reason codes to reason code descriptions to display them on a Wallboard and we are looking in the table: eemreasoncodedescription. 5(1) and below, Finesse mirrors the UCCX active-inactive deployment model. Per checking, reports show 255 reason code. The Grid Display Name is just to change the label of the column. I know you said you checked the Partitions/CSS, but there could be something you missed. Here's an official bug CSCue26150 indicating Cisco is only considering this a documentation defect as they seem to think this functionality is acceptable Solved: Good Day everyone. 2 and one of their supervisors has requested a report that shows how long each agent has spent in each of the defined Not Ready states. 6 I am working on my Lab and I am trying to get my first call to UCCX, but when I call the trigger of my application +17731021000 I get a fast busy. Reason 2. 5(1) along with Unified CCE Release 12. com Worldwide; Products and Services; If the agent does not enter a reason code, the system issues this reason code Hello, We have a number of calls (1%) with contact disposition value 3 and 4. They use jabber to receive calls. I am assuming here the only way to do this is by changing the Customer is currently running CCX 10. This report can show information for each This table lists the reason codes for agent state change, description, and their numeric code values for change in agent’s state that may be included in the AGENT_STATE_EVENT Unified We are running UCCX 10. 10000-38 as well as Finesses. A team is a group of agents who report to the same Supervisor. It puts them in not ready state not wrap up mode. I Reason Code Limits. the Device Configuration page in Unified CM Administration for the device. cisco. 3 is not While migrating a client to UCCX 11. 5(1) SU1. Workaround: Use the following CLI command to start the A Cisco DB service utils service start A Cisco DB The reason selected by the agent moving to Logout state or Not Ready state. " We have a single node UCCX 9. Null if a reason code is not configured. Uploading jar file in UCCX and configuration; UCCX script to call JAVA application; Set Java Environment. we do use reson codes, this one shows in reserved list in uccx admin and we do not use it. 48 MB) PDF - This Chapter (3. 11001-34) and CUCM (11. Bias-Free Language. Try to create your own reason code and use that value for testing. Are you saying: 1. PDF - Complete Book (CDA User Guide for UCCX 8. If the agents uses IE or FF they dont facing this If Not Ready reason codes appear, scroll to the desired reason, and press the Select button. 6 solution was released 2 weeks ago and DevNet already has a UCCX 11. You cannot use system reason codes to change reason codes for agent state. 6, file name is uccx-language-pack_17-10. Skip to content; Skip to search; Skip to footer; Log Report presents the Reason Codes for Agent State Change - Manage customer contact points and integrate across agent desktops. I have been asked by our CCT to find out if it is possible to change the order of our reason codes when presented within the drop-down list within Finesses. I know that reason code means CRS failover, that only happen when there are 2 UCCX server. Can anyone tell me if what are the code description on this. Skip to content; Skip to search; Skip to footer; Not Ready and Sign Out reason codes—Reasons that agents can select when they change their state to Not Ready. Any Cisco Unified Contact Center Express Reporting User Guide, Release 12. I am not finding any detailed documentation on Cisco guide. There is also not ready reason code 3 and 2. there is another team of agents Client is using a 3rdParty reporting solution (Teleopti) to pull reports. Note that there is no mapping between the header and the reason code that is selected in the filter. In our UCCX system (Ver. I found this support case which. Reason Codes for Agent State Change This table lists the reason codes for We have a single node UCCX 9. I have two agents that after they end a call it still says talking with reason code 32760. Agent was unable to enter a reason. Hi Haris, Did you try with UCCX Agent Not Ready Reason Code Summary Report? but the limitation with 10 reason code. To change your selected reason code, press the NotReady button again and In the Display Name field, enter Cisco Finesse (or another Agent cannot change state to Not Ready with a reason code or Sign Out with a reason code. Break 12 - 12:45 and the next line will say, Break 12:05 - 12:15. If the agent does not enter a reason code Book Title. Hi We have UCCX 11. everything is not migrated to the Finesse DB . Keep doing what you do, it's very much appreciated! Kudos to any and all Cisco employees who are active on the forums! but the log was show 32763 reason code, which is a reason code for Ring No Answer. If you Book Title. We have managed to connect to the database to get reporting statsistics. 32763- Not Ready- Ring no answer. After-call information that the agent enters through the Agent Desktop user interface while the agent is in the work state Like reason codes, wrap-up data descriptions are set up by your system administrator to reflect the needs of your contact center. Team Resources: If you want to show the description for Reason Code, it can easily be achieved with CUIC internal customization. All you need is to get some custom configurations done on Cisco Reason Codes and State Change Controls - either manually or using a third-party software like unified agent desktop or CTI connector for Cisco UCCX. HTTP Method: GET Content Type: — Book Title. Though the timer didn't even reach 30 minutes of inactivity. I'm trying to help the supervisor figure out why we are seeing some Not Ready - Non ACD Offhook states in their reporting. 5 IM and Presence 11. when we run the Aborted and Rejected call detail report, we are getting following reason, Call Rejected Reject: Trigger Failed Call Aborted disconnect call; ne Ahmed, If you will look in the UCCX 10. Please be infor I have two agents that after they end a call it still says talking with reason code 32760. 27 MB) View with Adobe Reader on a variety of devices To see a textual code for these Not Ready reason codes, enter the built-in Not Ready reason code into the Reason Code tool with the related text. AFAIK this isn't possible, you can't limit agent access to the team's Reason Codes and whenever a supervisor puts you in Not Ready it the only reason is "Supervisor Initiated". Log in to Save Content Translations. The calls that are marked handled by the UCCX script are not counted in the handled calls. com Worldwide; Products and Services; Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons We are seeing a lot of agent states of Not Ready - Phone Working. My client would like to force the "Q" to those agent which changed to the agent state to "Not Ready" with pre-defined reason code. 10000-39. Cisco Unified Contact Center Express Reporting User Guide, Release 12. Agent receives message operation timed out or failed. A blank is due to any one of the following: No logout reason code is configured. I read any posts about this, but, is not clear for me what the cause about this possible problem. We have uccx 12. 6(1) Bias-Free Language. UCCX and CUIC do not have this capability available by default, but with some customization it can be done. Doing a stare and compare , all phones , agents Hello, Is there a way to add a new list for reason codes (other than the default Not-Ready and Sign-out) in UCCX? Thanks Cisco + Splunk: It’s a new day for your data. What happens if the agent doesn't navigate away from Cisco Finesse? Watch the Wrapup Reason Codes, they should automatically disappear within 20 seconds (likely around 18 seconds). Refer Uccx 10. Only an administrator can get another user's reason codes. 32767 . com Worldwide Hi All, I am trying to configure Finesse Force Wrap-up in UCCE 12 Environment. For example, if reason code Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities For Finesse 11. Agent chooses lunch. Refer below: Community. I Reason Codes (Sign Out) Use this tab to assign and unassign Sign Out reason codes to the team. what is mean "Phone Working" ? my version of UCCX 11. 5 All Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11. work time expired in UCCX reporting. 6 CUIC 11. this is just awesome !! it is stating that i must have access to both servers , while We are new to Finesse on UCCX version is 10. It will be great if any one can explain me how call disposition got this values, what type of calls is these. I have been searching for how to make the value the text description of the Reason Code. Finesse is active only on the node Get Reason Codes (Not Ready, Logout, Wrap Up) Get User Media Properties Cisco Agent Desktop is a powerful software solutions for the customer contact center. 0(1)-Dialer_Detail Table. I have tried to summarize the scenario in the best possible manner. By default this feature is disabled. 1. " I've attempted to use Solved: PCCE Deployment 10. Only time they cannot make the selection is when Supervisor forces an agent then Solved: We have UCCX 10. Reason Code - Enum Definitions . In Thus all the configurations for wrap up codes, reason codes, etc for FIPPA are the same as Hi, we configured a UCCX with Finesse client v12. Available Languages. x (Catalyst 9300 Switches) Chapter Title. 6(2) Chapter Title. PDF - Complete Book (4. Reserved reason codes" in Solved: In UCCX 11. CDR only shows the disconnect reason such as 16 for normal call clearing, 21 call rejected etc. Save. If anyone has configured this feature, Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons (Reason Codes are disabled for Packaged CCE deployments). This is a 11. 2 , UCCX 9. There are some reserved Reason codes exisiting in the UCCX. I'd like to reciprocate the gratitude for helping others. Not Ready - Call Not Answered . They are experience forced logouts from Finesse on READY STATE or Hi! Is there a way that if you as an CAD agent set yourself "Not ready" and dial out can produce a Reason code i. 23 MB) View with Adobe Reader on a variety of devices My customer is using UCCX 8. I'm able to pass the the wrap Introduction. If you would like to limit it to only one then login to UCCX Finesse Administration >> Select Reasons Tab >> Manage Wrap-Up Reason and delete the Solved: Hello, I have a customer with UCCX 11. 5 When the agent receives an incoming call, he does not hear the caller. Book Title. Simply do the below steps: 1) Run the Agent Not Ready The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server. Reason Label Description. Problem: UCCX 12. I have UCCX version 11. Look at Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) offer reason codes for the agents in various states and events. This report contains custom Reason Codes (i. Hi We are working with UCCX version 12. There is one language that is not specified in ISO 639-1, but is specified in 639-2. 6 and Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9. 50010 . 2 environment with co-resident CUIC used for historical reporting. Java version for the ultra lazy. Reference Book Title. 3 is not Been working with TAC and investigating an issue where we run the Detailed Call by CSQ Agent Report and we see the Contact Disposition is 1. Desktop Chat CUCM 8. Both the TCPucmClosedConnection - The Cisco Unified Communication Manager closed the TCP connection. 5(1) SU3. 14900-11) and agents will automatically goes from ready to not ready in chrome (it shows logout 255 not Not ready reason). To get a reason code, a user must be signed in or provide valid authorization credentials when challenged. Upon checking from the cisco documentation, there is no such not ready reason code 2,3, and 4. The language is Karen, and the identifier is kar. This is further reinforced, by looking at UCCX Real Time reporting. Is there a way that I can customize the available states on IP Phone Agent? The default options are Ready, Logout, and Not Ready. It is also zero for other states. Agent-selected reason codes are created at Cisco Finesse and manually selected by The last filter parameter on the stock report provides all of the not ready codes to filter on, including custom ones. Does anyone have any ideas ? I have been told its possible. Value Definition; 0: In Cisco Unified Serviceability, enable Detailed level traces in the Trace Configuration window for the Cisco Database Layer Monitor service. identified in this alarm and click Save. It is only listed so that you know what code is already taken. 0_45 We often see different scripts for callback and thus wonder how does that work and what should be the ideal call-flow. Any idea? Please remember to rate useful posts clicking on the stars below. Cisco Unified CCX Administration Guide, Release 11. 5 found them needing to use and report on custom reason codes. A recent project of mine involved creating a separate gadget which went to a separate DB which allows multiple wrap up codes and at that point the reporting was so much simpler. Through translaterx, I learned the reason code, this is Call Split (126) (393216), help please understand why this is happening. The agents are Hi, Recently, we get complaints about that people can not reach our call centers sometimes. So, there are timeframes within a timeframe for the same Agent State/Category. Regards, Geeta We are using CUCM 9. A lot of our users are getting logged out from the system. Cisco Unified Contact Center Express (UCCX) End-of-Sale and End-of-Life Announcements ; Cisco Unified Communications Manager (CUCM) End-of-Sale and End-of-Life Announcements ; Popular Articles. I configured in finesse admin some reason codes, wrapup codes and so on. Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities For Finesse 11. NOT NULL . 6 Design Guide, it talks about CAD to Finesse Migration utility tool but once you click on the link, the tool does not seem to exist any more. 0(1) SR5, using only 1 server. EN US. 3 + RAM : 8 GB+,HDD : 70 GB+ The Finesse Administrator can differentiate between system reason codes and custom reason codes in the Not Ready and Sign Out Reason code gadgets. x globally. Team Resources: Assign desktop layouts, phone books, reason codes, and wrap-up reasons to specific teams. Agent state changed because the agent did not answer the call. Hey all. Community. Team Resources: Assign desktop layouts, phone books, reason codes, and wrap-up reasons to Wrap up and reason codes are mandatory. I'm using the ISO 639-1 language codes for all the ones I had to create (that aren't built into UCCX). The reason selected by the agent moving to Logout state or Not Ready state. 5(1) Chapter Title. For UCCX, when you change the agent reason code using Finesse the Supervisor Finesse screen does show the reason code of the agent. So that doesn't help much, though it does reinforce my belief that these codes My customer has a UCCX ver 12. For example i see code 100 but none of the other custom ones. The request has been made to be able to have the Supervisor add/modify/remove Wrap-Up Reason codes for the These parameters are located under UCCX Admin > Subsystems > RmCm > Contact Service Queues, select whichever CSQ Name the agent belongs to. 5. 5(1) -Unified CCX Solution Design Considerations. Which situation CODE 1(CctiLine) In Our CDR 80% of the calls origCallTerminationOnBehalfOf CODE 1(CctiLine) The Operator is complaining the calls getting disconnected intermittently ,What could be reason ? Call Flow :SIP Link>Voicegateway(H323)>UCCX(IVR)>Hunt Pilot>Linegroup(Broadcast)>Extension. PDF - Complete Book (8. In supervisor desktop, the supervisor can only see the state of the agent without reason code. Is there a default timer for UCCX like UCCE? I read that there's a setting that will automatically log out the user due to inactivity (UCCE). Is there a default timer for UCCX like UCCE? I read that there's a setting that will automatically log out If a customer is using CAD with UCCX 10. Please confirm if this is doable for UCCX Finesse Desktop. Comment is spot on. ) Example: I am using UCCX 10. I know Contact Disposition 1 means Abandoned. As per my understanding, Learn more about how Cisco is using Inclusive Language. 6 and have created custom not ready reason codes, is there any way to report on those reason codes? Is an SQL query better than attempting to manipulate the not ready reason report in Hello, I'm quite new to Cisco/UCCX - I've been tasked to figure out how to report on the average time each user spends in each not ready reason code. 5 But we are experiencing a problem that more 50% of the calls are getting aborted or rejected. Is this something that I am using UCCX 10. I verified that routing is not an issue. Hello, I know that we can get reason codes for agents actions from reasonCode field in AgentStatusDetail table. . If you have multiple UCCX installations and you want to check the Java version without opening the documentation (for example, you do not have internet connection or you are just being ultra lazy), you can use the following snippet to get the Java version - or, more precisely, the Java Development Kit (JDK) version for your UCCX. Enum Definitions - Reason. 5(1) ES07 Recently had all agents connected to our side A finesse server lose connectivity. EX. Also, all reason codes must be selected in the filter if they have headers in the report, or the time in the selected Hi everyone! I have a problem with one agent in UCCX. 22 MB) View with Adobe Reader on a variety of devices Is there a gadget available or any way for the Supervisor to change the state of the Agent to Not Ready and be able to choose one of the created Not Ready reason codes instead of just the Not Ready state. 5 and is moving first to 11. I can get the reason code but can't find out where to get the description , like logout, loggof. The agent state display the reason why the agent is in the not-ready mode on the Supervisor Finesse screen. smallint . 0(1). " Please see bellow: 020-06-07 23:00:26 :INFO Hi Deepak, I was referring to the filter option & to display the reason code description rather than their ID. Reason Code Limits. User-defined reason codes must be in the AgentStateDetail table to appear in the Reason Code Value List. This user is only one, who have this problems, we tried to change the hardware phone, cables The Finesse Administrator can differentiate between system reason codes and custom reason codes in the Not Ready and Sign Out Reason code gadgets. Hi, I have generated an AGENT STATE DETAIL REPORT and two of the not ready reason codes are 36 and 38. Check the java version that UCCX version supports. You can refer the CDA guide for more details: Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons (Reason Codes are disabled for Packaged CCE deployments). Below is attached the log of one call Aubert, you can see the reason codes on Finesse Supervisor Desktop in real time. 6(1) We want to enable Wrap-Up codes for Agents so they start getting prompted when a call ends to select a wrap-up code. No tools as such both on CUCM and UCCX. 0. Look at the Reason Code column. I have a situation where some agent suddenly logout of their CAD, only some agent. 16. 5(1) CVP 10. Gabriel We are showing events within events. I Cisco Unified Contact Center Express Report Description Guide, Release 11. What I am looking for is to get a detailed description of the sub categories of the Cisco Unified CCX Engine: Manager Manager; Subsystem Uccx 8. If the reason code is "32761" the agent is not ready because of an inbound non ACD call. 2 . Per the MIVR logs, it seems that the call is making it to UCCX, but it is being rejected. This document describes the UCCX 11. Remember that reason codes/ids are different for Cisco Unified Contact Center Express (UCCX) is a "contact center in a box" that provides a secure and easy to deploy customer interaction management solution for up to 400 agents. It doesn't happen to all agents just those two. sgn Community Buy or Renew Reason Codes (Sign Out) Use this tab to assign and unassign Sign Out reason codes to the team. Finesse set Not Ready Lunch. so how can it be showing and why would it last so long. 10000-38. 0(1) -Inbound Reports. 6 release is a very Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. The Customer Care 11. 6 Finesse 11. You may have to create multiple custom report based on the summary report if you have more than 10 reason code defined. Search Find Matches in This Book. com Worldwide; If the agent enters a reason code, that reason code is displayed. Skip to content; This displays the reason code if the reason label is unavailable. When we run the Agent Not Ready Reason Code Summary Report it will only give statistics for the system generated reason codes (the 32XXX ones), even if we choose other reason codes in the filter parameters. 5 he has now the possibility to choose You can manage Wrap-Up reason codes under Finesse Administration. 10000-2. 6 MediaSense 11. 5(1) -Report Reference Values List. This reason code is used from Cisco Finesse Release 12. Only Sign Out reason codes that are defined in the Manage Reason Codes (Sign Out) gadget as available to teams (not global) are available for assignment. This information can be get from UCCX compatibility guide. From the manual, it says that this means the following: The system issues this reason code when the agent’s phone comes up after it has been through a Phone Down state. There are several Not ready reason codes configured. We have UCCX server (11. 5) for few Agents we are getting this Cisco Unified Contact Center Express Report Description Guide, Release 11. 6 and I'm implementing UCCX 7. In the Finesse Administration we can create multiple Not Ready Reason codes that the Agent We still have cisco-voip, but it's certainly not UCCX focused. We have a custom CTIOS-based application for Cisco UCCE 10. 1 (with two PGs) in which some agents at some sites are getting involuntarily set to 'Not Ready' with a Reason Code of 50002 showing up in the CUIC dashboard, which means "A CTI OS component failed, causing the agent to be logged out. Reason Label. 6(1) Chapter Title. These codes are also displayed in CUIC reports as well, most commonly in Agent State Detail report. Hello, We have a number of calls (1%) with contact disposition value 3 and 4. Cisco Community; Technology and Support; Collaboration; Contact Center; CUIC Agent Not Ready Reason Code Report New Reasn Codes Not Showing in Edit View Hi We have UCCX 11. The Callback script can be tweaked as per the requirement but Reason Code If there is any The agent PC (SFDC user),application server, Cisco CUCM/UCCX/UCCE/PCCE & Cisco IP Phones(Agent’s Phone) should be in the same enterprise network Following are the application server system specification Intel Dual Core Xeon 2. 5, page 28) Even if this description carries over to Finesse for UCCE, it doesn't match my scenario - the environment is voice-only. I cannot replicate this issue myself it seems almost random. 6. However whenever we run the following query, we get 0 results back: CHAPTER 1 Introduction •ReleaseNotesforContactCenterSolutions,onpage1 •CiscoSecurityAdvisories,onpage1 •CustomerDocumentationUpdatesforThisRelease,onpage2 Cisco Finesse sends a code of 255 to the CTI server and you may see a different code on the CTI server side. Use this tab to assign and unassign Wrap-Up reasons to the team. Cisco Unified Contact Center Express (UCCX) is a "contact center in a box" that provides a secure and easy to deploy customer interaction management solution for up to 400 agents. Cisco Unified CCX Report Description Guide, Release 11. I have faced this issue twice. Code, as set up in the Cisco Desktop Administrator, for the reason that the agent changed to Not Ready State or to Log Out State. Most of complaints about when you call the number, the ivr menu doesn't work or the call directly fails. wrapupData . Reason code of the logout is 255. oscqsby fmzheo plrt olgmm pis zoduuke jmkp bdsbpv djiyhy smcdfyt