Cisco UCCX Not Ready Reason codes are not reporting properly in the IEX Totalview software.
The Not Ready reason codes need to be set up the same in all 3 pieces of software (UCCX, TASKE, IEX), if even one of the reason codes is different in any way the Not Ready reason code will not be reported correctly in the IEX software.
Get a listing of your Not Ready Codes out of the UCCX, see the sample below. Check the agents Not Ready Code button assignments, it is possible that agents are selecting the wrong codes if the buttons do not line up to the actual code definitions.
Open the TASKE Administrator, under Report Options click the Not Ready Codes tab. Click Add to enter any Not Ready Codes that you want to use, keep the descriptions short as TASKE passes only the description field to IEX.
Check the IEX Totalview Real-Time Adherence codes, see the descriptions below for each column.
- Event Name – Should be the simple name of the Not Ready code
- Event Identifier – Every Not Ready event identifier should start with 17R, this lets IEX know it’s a Not Ready code from TASKE. Directly after the 17R has to be the description from TASKE, this has to be an exact duplicate of the description and it is case sensitive. If you used a capital in the TASKE description as shown above then you need to use a capital in the same location here. See examples below.
- Agent State Name – IEX Column only, this does not affect the data sent from TASKE.
|Event Name||Event Identifier||Agent State Name|
|Call Ended||17RCall Ended||NotReady: Call Ended|
|Non-ACD call||17RNon-ACD call||NotReady: Non-ACD call|
|Forced Logout||17RForced logout||NotReady: Forced logout|
|Forced Login||17RForced login||NotReady: Forced login|
If you require further assistance please contact TASKE Technology support
- Cisco Unified Communications Manager