Configurable Reason Codes
NotReady Reason Codes
Not ready reason codes come in two different variations: selectable and not selectable. Not ready reasons that are set by the agent when switching the agent state are selectable reason codes. Reason codes that are set by the system (e.g. RONA) are not selectable reason codes.
The following chapter outlines how selectable and not selectable reason codes can be configured and used with b+s Connects for Oracle Service Cloud.
Selectable not ready reasons codes
Agent selectable not ready reason codes are configured within Finesse. These reason codes represent the reason code table in UCCE's AWDB. To add, remove, or edit these reason codes, administration credentials are required.
You can access the reason code configuration with a web browser:
https://<FinnesseHostName>:8445/cfadmin
When creating a not ready reason code, you can define whether this code should be global or not. If the flag is set, the reason is available to every agent within the system. Otherwise it has to be associated through Reason Codes (Not Ready) in the Team Resources tab.
Once not ready reason codes are set in Finesse, all agent state changes must specified with a valid not ready reason code.
Not selectable not ready reasons codes
Reason codes such as RONA must not be available to agents. These reason codes belong to the group of not selectable reason codes. This kind of reason codes includes system not ready reason codes and user defined not selectable not ready reason codes. System not ready reason codes are labeled as 'System' and are always global. System not ready reason codes are output in the reason list but cannot be queried through the Finesse API (such as the Harmony AgentAdapter).
Not selectable not ready reason codes can be configured in two different ways:
Not selectable not ready reason codes can be configured in the Harmony AgentAdapter configuration file. This method allows the usage of system reason codes that are available in Finesse but not on the Finesse API
Not ready reasons in Finesse can be configured with a prefix and a suffix. The Harmony AgentAdapter will exclude these reasons to the agent. This method allows to manage all reasons in one single place
Not selectable not ready reasons in configuration file
The advantage of this type of configuration is that the existing system not ready reason codes from the UCCE can be leveraged. However, these reasons can only be made available through the Harmony AgentAdapter configuration file. To apply these reasons, the Harmony AgentAdapter services has to be restarted.
The configuration of these reason codes needs to be added to the HarmonyAgentAdapter.ini-file that is stored by default in the following directory:
C:/ProgramData/BucherSuter/ConnectsHarmony/HarmonyAgentAdapter/...
They key SystemNotReadyReasoList has to be added into the [Gate_fin]-Section
[Gate_fin]
...
SystemNotReadyReasonList={<Label>, <Id>, <Code>;}
Multiple Reasons can be defined. The individual reasons are separated with semicolon (;). The parameters of a reason with comma(,).
| Key | Type | Description |
|---|---|---|
| Label | String | Define the visible name in the Media Bar. |
| Id | Number | Dynamic Code from Finesse. This code must be manually queried from Finesse through an admin web page. |
| Code | Number | Reference Code to UCCE. |
Example:
To get a list of all available reason codes, the following URL needs to be entered in a web browser:
| System | URL |
|---|---|
| CCE | https://<FinnesseHostName>/finesse/api/ReasonCodes?category=NOT_READY |
| CCX | https://<FinnesseHostName:port>/finesse/api/ReasonCodes?category=NOT_READY |
As a result, a list like this will be returned:
The configuration in this example, would look like this:
[Gate_fin]
...
SystemNotReadyReasonList=Call Not Answered,24,32767;Connection Failure,23,50002
System Reason Codes
The follwoing table provide some usfule system reason codes.
The reason code ID may differ from System to System. Please verify the IDs for your Environment
| Reason Code Label | Reason Code ID | Reason Code | System | Note |
|---|---|---|---|---|
| Call not Answered | 24 | 32767 | CCE | RONA |
| Call not Answered | 5 | 32763 | CCX | RONA |
| Phone Failure | 9 | 32759 | CCX | connection to device is lost |
| Offhook | 6 | 32762 | CCE / CCX | |
| Non-ACD Offhook | 21 | 32742 | CCX | |
| Supervisor Initiated | 19 | 999 | CCE | Supervisor initatied not ready |
Not selectable not ready reasons in Finesse
The advantage of this configuration is that the reason codes can be managed in a single place (within Finesse). With this method however, system reason codes cannot be set through the API; artificial codes have to be used (e.g. new RONA reason) and they do not match with the system reason codes. In order that these reason codes are not selectable for agents, they have to include a prefix and a suffix.
In case of RONA, the system is Reason Code 32767. However, this code cannot be used as mentioned above. This requires a new value to be defined for a RONA configuration in Finesse, which then never matches the effective reason code.
The three keys define the required Suffix and Prefix:
[Gate_fin]
...
NotReadyReasonHidePrefix=_
DefaultNotReadyReasonSuffix=!
RonaNotReadyReasonSuffix=#
...
| Key | Description |
|---|---|
| _ | Reason codes beginning with a "_" are not selectable for agents |
| ! | If you prefer a specific reason after login, add a "!" at the end of that reason |
| # | If you prefer a specific reason for a RONA event, add "#" at the end of that reason |
With the help of these configuration values, a code in finesse can be defined as not selectable and default reason code.
Example:
If an agent should be set to the not ready reason "Just logged in" after login and the reason shouldn't be selectable in the agent state dropdown of the Service Cloud Adapter, then the not ready reason has to be configured as "_Just logged in!" in Cisco Finesse
If an agent should be set to the not ready "No answer" in case of RONA event and the reason shouldn't be selectable in the agent state dropdown of the Service Cloud Adapter, then the not ready reason has to be configured as "_No answer#" in Cisco Finesse
Logout Reason Codes
In contrary to the not ready reasons, only selectable logout reasons are available. These reason codes can be specified by agents during the regular logout process.
Agent selectable logout codes are configured within Finesse. These reason codes represent the reason code table in UCCE's AWDB. To add, remove, or edit these reason codes, administration credentials are required.
You can access the reason code configuration with a web browser:
https://<FinnesseHostName>:8445/cfadmin
When creating a logout reason code, you can define whether this code should be global or not. If the flag is set, the reason is available to everybody. Otherwise it has to be associated through Reason Codes (Sign Out) in the Team Resources tab.
Once logout reason codes are set in Finesse, agents have to specify a reason during the logout process.
Wrap-Up Reason
Wrap-Up reasons represent the reasons that agents can apply to calls. A wrap-up reason indicates why a customer called the contact center.For example, you may have one wrap-up reason for sales calls and another for support calls. You can configure wrap-up reasons to be available globally to all agents or only to specific teams.
When wrap-up is enabled, the agent enters wrap-up state after the call. The interaction does not disappear and a button to complete the interaction appears on the interaction. Completing the interaction with this button ends wrap-up state. Wrap-up state can also be ended by selecting “Available” or one of the existing NotReady states from state dropdown on The MediaBar.
Activating Wrap-Up
In CCE Agent Desk Settings you can configure if wrap-up is required, optional or not allowed for incoming and outgoing calls.
| Work mode | Description |
|---|---|
| Required | The agent will automatically enter wrap-up once the call ends |
| Optional | The agent can request wrap-up during the call via the agent states dropdown on the MediaBar |
| Not Allowed | The agent doesn't receive the option to request wrap-up |
Please do not select “Required with Wrapup Data” as “Work mode” in CCE Agent Desk Settings. If reasons are required, activate the setting “Disposition is Required” in Harmony Configuration Server.
Managing Wrap-Up reasons
Wrapup reasons are defined in Finesse. You can access the reason code configuration with a web browser:
https://<FinnesseHostName>:8445/cfadmin
When creating a wrap-up reason, you can define whether this reason should be global or not. If the flag is set, the reason is available to every agent within the system. Otherwise it has to be associated through wrap-Up Reasons in the Team Resources tab.
Please do not configure any Interaction Dispositions in the Harmony Configuration Server
Wrap-Up Chat
Wrap-up for chat is not supported. If an agent is handling a chat, he can only terminate it by click-ing on the “Conclude chat (terminate)" button on the MediaBar. If the customer ends a chat session, the agent will see that the customer disconnected and the engament tab is automatically disabled. However, from Cisco CCE’s perspective the agent is still in an active chat session until he terminates it by clicking on the “Conclude chat (terminate)” button on the MediaBar.
Because of the b+s Connects for Oracle Service Cloud limitations around chat wrap-up, using the Oracle Service Clouds own chat termination and wrap-up buttons can lead to problematic agent state inconsistencies between Oracle Service Cloud, the b+s Connects for Oracle Service Cloud components and Cisco CCE. To avoid such difficulties, b+s strongly recommends to exclusively use the MediaBars chat termination button and to remove the “Wrap-Up”-button from the respective Oracle Service Clouds workspace. The configuration setting “Prompt the agent to enter wrap-up mode” must be disabled in the Oracle Service Clouds Chat Options. The Oracle Service Clouds wrap-up timer for chat must also be configured properly. As it cannot be disabled, it must be set to an arbitrary value equal to or higher than 7200 seconds.
