Reason Codes/CWC & CTI API's.

[Zowwie438]

I am using the Avaya CTI server for a custom application and our operators currently use "reason codes" to define their status for CMS reports (break, lunch, meeting, etc).

My question is this:

1) Based on my research, the text/number relationship for "reason codes" is only stored on CMS.

2) Administrator must give user some type of ability to enter code (button assign on phone, CT software, etc).

My problem is this:

1) I see methods inside the Avaya TSAPI docs that allow me to alter a users agentState() to ready, work_not_ready, etc... But there is no place to spec these special codes.

2) Terminlogoy related to these codes is very confusing... I have heard it referenced as:
Aux codes
Reason codes
Cause codes?
CWC codes

Questions:

1) Has anyone out there used any of these codes via custom software? Avaya is doing it through the CTI from inside their "Active Explorer" so I know it's possible.

2) Does anyone know the CORRECT name for this feature with respect to terminology?

3) Are these codes implimented via the special calls to the switch and would not be found inside the TSAPI docs?

Summary:
Any help regarding this matter will be greatly appreciated.

Thnx,

Zowwie

 

[phoneguy847]

1. i don't have any experience with this
2. CWC is call work codes which is something completely different but any of the other names i've heard used. A more precise name would be aux reason codes. In an EAS environment the reason codes break the aux time down further for more precise recording of agent's time.

the database item is ANSREASON and here is the definition from the online help:

Database tables
The ANSREASON item appears in the following database tables:

Call record tables
The reason code (0 through 9) associated with the answering agent's mode, if the agent is in the AUX mode. For agents in AUX on switches that do not have EAS and reason codes active, ANSREASON is always 0 (zero).
3 the only way it is activated is the agent using a programmed feature button

Hope this helps