Reason Codes

Overview

How to add Cisco Reason Codes to the ACD keyscript.

Resolution/Topic

1.    Launch Administration

2.    Go to setup--Console Settings--Keyscripts

3.  Double click the keyscript that needs the reason codes. 

4.    Put your cursor in the script field and type ctrl O to get a list of codes and select <ACD-LOGOUT-R> = Logout with reason codes

5.    Click on the button reasons.

6.    Type in your reason code and click add and repeat for each additional reason code.  Once done, click the X in the top right corner to close.

7.    Click on the save icon in the tool bar.

***Make sure all reason codes match what Cisco has on their end as well.