Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Umident on September 19, 2006, 01:27:31 PM

Title: I can not see the reason codes in ccpulse 7.2
Post by: Umident on September 19, 2006, 01:27:31 PM

hi,

I right click an agent and select "Monitor Extended Current Status" in CCPulse.
Everything except the Reason Code is listed although the options in CME about
CCPulse are assigned as documented in manuals. I restart CCPulse after I change
its settings in CME. The problem is not the value of the Reason Code, it's not being
displayed. I can see that ReasonCode is sent in event viewer of StarterApp when
agent switches to not ready status.

Options/Sections/User Interface

ShowStatusReasons "True" or "true" (tried both one by one)

Options/Sections/CustomStatistic

ExtendedCurrentStatus "True","true","False" or "false"  (I tried each value hopelesly)

The overall system is Genesys 7.2 on Alcatel switch.

Is any special statistic need to be entered in the options of the stat server for reason code
to be displayed in CCPulse or do you have any idea about the problem ?

Thanks,

Title: Re: I can not see the reason codes in ccpulse 7.2
Post by: tony on September 19, 2006, 02:07:15 PM

Not sure - is the Reason Code considered a Key-Value Pair?  If so, you will need to set up a new Statistic in your StatServer before it will appear as a Filter in CCPulse+...

Tony

Title: Re: I can not see the reason codes in ccpulse 7.2
Post by: Umident on September 20, 2006, 08:19:31 AM

Hi,

The Reasoncode is a standart genesys key/value pair attached automatically to Reasons and/or Extensions attributes of TEvent when agents login, logout or switch between ready/not ready status etc. It's not user-defined.

I am not trying to use Reasoncode as a filter, I want to see the real time status of ReasonCode in the "Extended Current Status" window just as I see his/her availability, line status etc.  "Extended Current Status" window is the window in lower left side of CCpulse when using agent related templates.

thanks

Title: Re: I can not see the reason codes in ccpulse 7.2
Post by: cavagnaro on September 22, 2006, 03:52:20 AM

The reason code is a customisable way to say why the agent went in NR (lunch, break, rest rooms, etc.) but in the bottom it is just a NR. If you want to see the Reason code as said you must create a filter and use the reason codes in your views so at the end you have for example:

Time Report:
NR (without filter)
NR Lunch ( a filter where KVP is "Lunch")
NR Break ( a filter where KVP is "BReak")

etc

I don't think there is a way to customize the extended monitor view as it was not designed for a realtime issue, more as a help to supervisor to see the states of all DN's that are in the agents place.

[quote author=Umident link=topic=1835.msg5962#msg5962 date=1158740371]
The Reasoncode is a standart genesys key/value pair attached automatically to Reasons and/or Extensions attributes of TEvent when agents login, logout or switch between ready/not ready status etc. It's not user-defined.
[/quote]

Not exact, you must create the Reasons Codes in the CME. The native reasons are Ready, Not Ready, WrapUp, Login, Logout, etc.

Are we talking about the same? Maybe a terminology misunderstood?

Title: Re: I can not see the reason codes in ccpulse 7.2
Post by: Umident on September 22, 2006, 12:50:02 PM

I think there might be a terminology misunderstanding on my side because I am an experienced beginner to genesys only :) 

Below is the link to zip file including the screenshots. Will you have a look please  ::)

reasoncode2.jpg is taken from simulation genesys tserver system. when I try the  StarterApp, the ReasonCode in the event viewer is updated automatically on "Extended Current Status" window in CCPulse. (The values are different (0/2) but it's just because I took the screenshots at different times). I am trying to see the same thing on the real system.


http://rapidshare.de/files/34028418/ccpulse.zip.html

Thanks for your help

Title: Re: I can not see the reason codes in ccpulse 7.2
Post by: cavagnaro on September 22, 2006, 05:31:14 PM

Ok, now i understand.

These reason codes are configured in CME, in Action Codes section. All Action Codes must have a logical name, be of type 'Not Ready', and have the code specified.

If you want to add specific values in your softphone you must use this code:

Dim myPair As New CTKVPair
Dim myList As New CTKVList

myPair.Type = CKVTypeString
myPair.Key = "ReasonCode"
myPair.StringValue = "1"

myList.AddHead myPair
TExtension1.TSetExtensions myList
TExtension1.TNotReady

myList.Clear
TExtension1.TSetExtensions myList

Hope that this now helps. I'm sure that if you see your CME of your Test SIM you will see the Action Codes

Regards