Reason Code API

The Reason Code feature in Packaged CCE is used to configure the Not Ready, Sign Out, and Wrap-Up reason codes.

Agents select the reason code on their agent desktops (Cisco Finesse) to provide the work status. Reason codes appear in the Unified Intelligence Center reports and help identify agent behavior.

You can configure Reason Codes in Packaged CCE, and the configured reason codes appear in the agent desktop (Cisco Finesse)

Use the Reason Code API to define new reason codes, and edit and delete records of the existing reason codes.

URL

https://<server>/unifiedconfig/config/reasoncode

Operations

create: Creates one reason code.
delete: Marks one reason code for deletion.
get: Returns one reason code, using the URL https://<server>/unifiedconfig/config/reasoncode/<id>.
list: Retrieves a list of reason codes.
update: Updates one reason code.

Parameters

refURL: The refURL of the reason code. See Shared Parameters.
changestamp: See Shared Parameters.
description: See Shared Parameters.
code: Required. The unique reason code. Integers between 1 and 65535. Value cannot be updated after the reason code has been created.

Note

Do not specify code while configuring the Wrap-Up reasons.
text: Required. The text that describes the reason code. Maximum length of the text allowed is 39 characters.
reasonType: The type of reason. Allows the following values - NOT_READY, WRAPUP, and LOGOUT.

NOT_READY is the default reasonType. If reasonType is not specified in API, the system sets the reasonType as NOT_READY.
isGlobal: The reason code must be global (parameter set to true) or be assigned to a team to which the user belongs (parameter set to false). If isGlobal is not specified in API, the system sets isGlobal to true.
category: To identify the user-defined reason codes and system-defined (Not Ready and Sign Out) reason codes.

Search and Sort Values

The following table shows the parameters that are searched and the parameters that are sortable.


Search parameters	Sort parameters
text description	text (default) description code reasonType category

See Search and Sort.

Example Get Response

Code Snippet

Copy<reasonCode>
   <changeStamp>0</changeStamp>
   <refURL>/unifiedconfig/config/reasoncode/5001</refURL>
   <code>1</code>
   <isGlobal>false</isGlobal>
   <description>This is a reason code.</description>
   <text>Reason Code1</text>
   <reasonType>WRAPUP</reasonType>
   <category>User-defined</category>
</reasonCode>

Maximum limit for Reason Codes:


Reason Type	Global Reason Codes	Team Specific Reason Codes
Not-ready Reason Codes	Packaged CCE 2000 Agents Deployment - 100 Packaged CCE 4000 Agents Deployment - 1000 Packaged CCE 12000 Agents Deployment - 3000	Packaged CCE 2000 Agents Deployment - 100 Packaged CCE 4000 Agents Deployment - 100 Packaged CCE 12000 Agents Deployment - 100
Sign-out Reason Codes	Packaged CCE 2000 Agents Deployment - 100 Packaged CCE 4000 Agents Deployment - 1000 Packaged CCE 12000 Agents Deployment - 3000	Packaged CCE 2000 Agents Deployment - 100 Packaged CCE 4000 Agents Deployment - 100 Packaged CCE 12000 Agents Deployment - 100
Wrap-up Reason Labels	Packaged CCE 2000 Agents Deployment - 1500 Packaged CCE 4000 Agents Deployment - 1500 Packaged CCE 12000 Agents Deployment - 1500	Packaged CCE 2000 Agents Deployment - 100 Packaged CCE 4000 Agents Deployment - 100 Packaged CCE 12000 Agents Deployment - 100

Following are the REST responses received when the REST API runs to configure the Reason Codes:

Success - Configuration changes persist in AW DB and synchronized with Finesse DB.

Code: 200

Response: Successfully saved
Partial Success - Configuration changes persist in AW DB, but failed to synchronize with Finesse DB.

Code: 201

Response: Configuration update failed for one or more devices. (This occurs when the AW DB is updated but Sync with Finesse DB failed.)

Code: 503

Response: The server is currently busy. Please try again later. (This occurs when data synchronization to a device is in progress.)
Example API error:
Code Snippet
Copy<apiErrors> <apiError> <errorMessage>Configuration update failed for one or more devices.</errorMessage> <errorType>PARTIAL_SUCCESS</errorType> </apiError> </apiErrors>
Failure- The configuration updates to AW DB is failed.