Reason Codes for Agent State Change
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 CCX CTI messages.
|
Reason codes for agent state change |
Description |
Value |
|---|---|---|
|
AGT_RELOGON |
The Agent logs in again. |
32767 |
|
AGT_CONN_DOWN |
IP Phone Agent or desktop stops functioning, or connection is disrupted. |
32765 |
|
CCX_FAILURE |
Unified CCX failure. |
32764 |
|
AGT_RNA |
The Agent did not answer the call. |
32763 |
|
AGT_OFFHOOK |
The Agent goes off-hook. |
32762 |
|
AGT_NON_ICD |
The Agent receives a direct non-business call. |
32761 |
|
AGT_LOGON |
The Agent logs in. |
32760 |
|
AGT_PHONE_DOWN |
The Agent's phone is down. |
32759 |
|
AGT_WORK_TIMER_EXP |
The Agent's work timer expired. |
32758 |
|
CM_FAILOVER |
Call Manager failover. |
32757 |
|
AGT_PHONE_UP |
The Agent's phone is up. |
32756 |
|
AGT_CALL_ENDED |
The Agent's Call ended. |
32755 |
|
AGT_DEVICE_RESTRICTED |
The Agent's device is restricted. |
32754 |
|
AGT_LINE_RESTRICTED |
The Agent's line is restricted. |
32753 |
|
AGT_CANCEL_RESERVATION |
The Agent cancels reservation for preview outbound call. |
32752 |
|
AGT_SKIPS |
The Agent skips the preview outbound call. |
32751 |
|
AGT_ICD_EXTENSION_CHANGED |
The Agent's ICD extension has changed. |
32750 |
|
AGT_CANCEL_CONSULT |
The Consulting Agent goes to Not Ready state |
32749 |
|
AGT_RESERVED_OUTBOUND |
The Agent is reserved for a progressive or predictive outbound call. |
32747 |
|
AGT_RESERVED_OUTBOUND_DIRECT |
The Agent is reserved for a preview outbound call. |
32746 |
|
EMAIL_CONTACT_NOT_ACCEPTED |
Auto accept of email failed. |
32743 |
|
AGT_SEC_LINE_OFFHOOK |
The Agent's state is changed from Ready state to Not Ready state when the monitored Non ICD lines are used for Incoming or Outgoing calls. |
32742 |
|
AGT_EXTENSION_CONFLICT |
If another Agent with the same extension tries to login, the earlier logged in Agent is logged out. |
32741 |
|
SUP_AGT_TO_READY/ SUP_AGT_TO_NOT READY |
The Supervisor changes an agent’s state to either Ready or Not Ready. |
33 |
|
SUP_AGT_TO_LOGOUT |
The Supervisor changes an agent’s state to Logout |
22 |