Contact States and Reason Codes - Contact Center Express

The application developer is responsible for the messages that their application's interface provides to the customer. The application developer can use the <status> and <statusReason> fields to understand and write an appropriate message for the application interface to display to the customer for a state.

Contact States and Reason Codes for Callback Request State Transitions

The following table lists the contact state transitions as the callback request is processed.


Contact State	State Reason Code	Description
Queued	EXTERNALLY_HANDLED	The request is successfully submitted to the contact center.
Handled	EXTERNALLY_HANDLED	The request is successfully routed to an agent.

Contact States and Reason Codes for Task Request State Transitions

The following table lists the contact state transitions as the task request is processed.


Contact State	State Reason Code	Description
Queued	TASK_RENOTIFY_REQUESTED	The request resubmission to the contact center is under process.
Queued	EXTERNALLY_ROUTED	The request is successfully submitted to the contact center.
Reserved	EXTERNALLY_ROUTED	The request is successfully routed to an agent.
Handled	EXTERNALLY_HANDLED	The request is successfully completed by an agent.

Reason Codes for Callback and Task Request Discarded State Transition

The following table lists the discarded contact state transition. Check the Unified CCE configuration to rectify.

Note	The application must resubmit the discarded requests; they are not automatically resubmitted.


Contact State	State Reason Code	Description
Discarded	NOTIFICATION_INVALID_NEW_ TASK_MESSAGE	The message in the route request is invalid.
	NOTIFICATION_MEDIA_ROUTING_ DISABLED	The routing is disabled.
	NOTIFICATION_NO_SCRIPT	The routing script does not exist.
	NOTIFICATION_INVALID_MRD_ID Only applicable for callback.	The Media Routing Domain (MRD) ID does not exist. Ensure the MRD ID that is configured in the Customer Collaboration Platform notification exists in the Unified CCE configuration.
	NOTIFICATION_INVALID_SCRIPT_ SELECTOR	The dialed number or script selector does not exist. Ensure the dialed number or script selector that is configured in the Customer Collaboration Platform notification exists in the Unified CCE configuration.
	NOTIFICATION_ROUTER_ RELEASED_TASK	The task is released by Unified CCE as the script indicates that the request be dropped. Possible script misconfiguration.
	NOTIFICATION_UNKNOWN_ ROUTING_PROBLEM	Unknown routing problem.
	NOTIFICATION_CCE_ CONNECTION_LOST	The connection to Unified CCE is either lost or is not established.
	NOTIFICATION_CCE_CCP_ SYSTEM_FAILURE	While the callback is queued, Customer Collaboration Platform either failed or restarted.
	NOTIFICATION_INVALID_ VARIABLE	Customer Collaboration Platform could not submit the task to Unified CCE due to invalid values in the notification. The following are the maximum field lengths that are allowed: media address: 39 bytes (Only applicable for callback) call variable: 40 bytes ECC variable name: 32 bytes ECC variable value: 210 bytes
	NOTIFICATION_RATE_LIMITED	The incoming rate of requests exceeded the allowed number of contacts. The following are the maximum contacts that are allowed: Callback API: 40 contacts per minute Task API: 8 contacts per second

Contact States and Reason Codes for Callback Cancel Requests

The following table lists the contact states and reason codes that the cancellation requests trigger for callback contacts.


Social Contact State	Status Reason Code	Description
Queued	NOTIFICATION_CCE_CALLBACK_ CANCEL_REQUESTED	Cancel callback request was initiated.
Discarded	NOTIFICATION_CCE_CALLBACK_ CANCEL_SUCCEEDED	Unified CCE cancelled the callback request successfully.
Handled	EXTERNALLY_HANDLED	The cancellation request failed because the task was routed to an agent before the callback request could be cancelled.

Contact States and Reason Codes for Task Cancel Requests

The following table lists the contact states and reason codes that the cancellation requests trigger for tasks.


Social Contact State	Status Reason Code	Description
Queued	NOTIFICATION_CCE_TASK_ CANCEL_REQUESTED	Cancel task request was initiated.
Discarded	NOTIFICATION_CCE_TASK_ CANCEL_SUCCEEDED	Unified CCE cancelled the task request successfully.
Reserved	EXTERNALLY_ROUTED	The cancellation request failed because the task was routed to an agent before the task request could be cancelled.