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Cisco Bug: CSCun95625 - Finesse-CCX document needs be updated for Reason Code configuration

Last Modified

Jun 13, 2014

Products (1)

  • Cisco Finesse

Known Affected Releases


Description (partial)

Duplicate code values are allowed by Finesse (with different label) but they will cause CCX reporting error since CCX code value is unique. You cannot tell from CCX report by code value, which reason label Finesse agent was using when it changes its state with.
Using system reserved code value (e.g. 1000) could cause CCX not function properly. If Finesse agent using a NOT_READY ReasonCode with some code values, such as 32748, 32749, Finesse client will experience "Operation timeout" error and system may not allow the agent perform any other operation, including Sign out for some time (3-10 minutes).

1) Log in an administrator to Finesse administrator console (https://<Finesse server>:8445/cfamin), 
2) Click Reasons tab, under 'Manage Reason Codes (Not Ready)' or 'Manage Reason Codes (Sign Out)' section,  you can create a new ReasonCode or edit an existing one. 

For code value, you can use a number between 1 and 65535, except 0, 22, 33, 32750-32767. Also you have multiple ReasonCode object with the same code value but different label.
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