« Back to CTI Server Protocol Questions

RE: EventReasonCodes

Combination View Flat View Tree View
Threads [ Previous | Next ]
EventReasonCodes
Answer
2/13/13 4:10 PM
SET_AGENT_STATE_REQ and AGENT_STATE_EVENT both have a parameter called EventReasonCode, described as "A peripheral-specific code indicating the reason for the state change."
 
A reason code can be set to be required for going to NOT_READY or LOGOUT state, and if set this way then when running the Agent Desktop you are prompted with a list of reason codes (e.g. default seems to be 1 to 4) to choose from.
 
Also, if set, then calling SET_AGENT_STATE_REQ to go to NOT_READY or LOGOUT will be rejected if the EventReasonCode parameter is not from this list.
 
Where is this list of reason codes defined/configured, and how is this list of valid values obtained programatically via the CTI Server Protocol?
 
Thanks...
Flag

RE: New Message from Dale Gantous in CTI Server Protocol (GED-188) - CTI Se
Answer
2/13/13 5:17 PM as a reply to Dale Gantous.
Reason codes are Configured using the UCCE Configuration Tool. There is no method to retrieve these values via CTI Server Protocol.
Flag

RE: EventReasonCodes
Answer
2/13/13 8:36 PM as a reply to David Lender.
Thanks, so how does the Agent Desktop obtain these values to populate its dialog box?
Flag

RE: New Message from Dale Gantous in CTI Server Protocol (GED-188) - CTI Se
Answer
2/13/13 8:46 PM as a reply to Dale Gantous.
The CTIOS Agent Desktop does not use these values. The CTIOS Agent desktop retrieves the Reason Codes from the CTIOS Server registry in the downloadsettings event.
Here is the configuration of ReasonCodes:

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios9_0/installation/guide/UCCE_BK_C3D5EC47_00_cti-os-system-manager-guide_chapter_01000.html#UCCE_RF_R402F30A_00

I am not sure what CAD does. The ICM Configured reason codes are for reporting only. Theres no mechanism in either CTI Server protocol or CTIOS to receive the reason codes from the ICM database.
Flag

RE: EventReasonCodes
Answer
2/14/13 9:08 PM as a reply to David Lender.
So, the Agent Desktop, running on a client machine, is directly reading the registry on the server machine where the CTI Server is running?
Flag

RE: New Message from Dale Gantous in CTI Server Protocol (GED-188) - CTI Se
Answer
2/14/13 9:20 PM as a reply to Dale Gantous.
No, the registry settings are sent by CTIOS Server to the client in an arguments array of the particular CTIOS Cil you are using. These settings are sent in response to a Session.RequestDesktopSettings method request from the CTIOS Cil based client application, in this case, the CTIOS Agent Desktop.

For more information about CTIOS Development, see http://developer.cisco.com/web/ctios

The Finesse agent desktop also handles reason codes. These are configured through the Finesse Administration.

For more information about Finesse Development, see http://developer.cisco.com/web/finesse
Flag

RE: EventReasonCodes
Answer
2/14/13 9:40 PM as a reply to David Lender.
Thanks for the info.
Flag