Normal End |
CD_NORMAL_END_TASK |
The task ended normally. |
Transfer |
CD_TASK_TRANSFER |
This indicates the disposition when an agent initiates a task transfer using the Finesse desktop. The transfer operation triggers
a Webhook notification to Webex Connect which would trigger another NEW task with the same TaskID using the Transferred workflow.
|
Transfer |
CD_TASK_TRANSFERRED_ON_AGENT_LOGOUT |
This occurs when Finesse server detects an Agent logout, or when the Agent closes the desktop while still having digital channel
tasks that aren’t completed or Closed yet. The Finesse server initiates a transfer of the task to the same script selector
that routed the original task to the Agent.
|
Transfer |
CD_RING_NO_ANSWER |
This indicates that the task timed out while waiting to be accepted by an Agent. Finesse invokes the TaskAction API with the
Operation Code "Routed-Transfer" to redirect the task to another agent.
|
Transfer |
CD_TASK_TRANSFER_TIMEOUT |
The Digital Routing service sends a TRANSFERRED Webhook notification and waits for a maximum of 15 seconds for Webex Connect
to complete its side of the processing, and for a create task request to be resubmitted from Webex Connect with the same TaskID.
If Webex Connect fails to reinject the task into the Digital Routing service, then the Digital Routing service marks the task
as Closed with this disposition code.
|
Task Lifetime Exceeded |
CD_MAX_DIALOG_LIFETIME_EXCEEDED |
The task ended because it exceeded the maximum task duration defined for the Media Routing Domain (MRD). |
Customer Abandoned |
CD_TASK_CUSTOMER_ABANDON |
The disposition code is sent from Webex Connect when the task was abandoned by the customer before an agent was assigned to
the task.
|
Customer Abandoned |
CD_TASK_ABANDONED_WHILE_OFFERED |
The customer cancelled the task before the agent began working on the task. In this task disposition, the agent has viewed
the offered task, but the dialog was deleted before the agent accepted the task.
|
Other |
UNKNOWN |
The reason for the task termination is unknown. |
Other |
CD_TASK_INVALID_MEDIA_RESOURCE_ID |
The task gets closed by Finesse when the media can’t be loaded in the Webex Engage widget. This depends on a mandatory ECC
variable that is used by CCE to relay the Webex Engage ConversationID to Finesse desktop. This is to ensure that the media
can be loaded in the widget, once the Agent selects the task.
|
Other |
CD_TASK_ENDED_DURING_APP_INIT |
This indicates that the task was in progress when the connection between the CTI server and Finesse went down, and the task
ended before the connection was reinitialized. When the connection was reinitialized, the Agent PG ended the task.
|
Failed Task Submission |
CD_TASK_FAILED_SENDING_MR_REQUEST |
This indicates that the task could not be sent to the MR PG owing to an error. The task is automatically marked as Closed
with this disposition code.
|
Failed Task Submission |
CD_FAILED_CREATING_NEW_TASK_EXECUTOR |
Internal error in the Digital Routing service while processing a new task request. Such tasks get automatically closed with
this disposition code.
|
Failure |
CD_FAILED_INVALID_NEW_TASK_MESSAGE |
The task failed as the new task message was invalid. |
Failure |
CD_FAILED_MEDIA_ROUTING_DISABLED |
The task failed as the ICM media routing was disabled. |
Failure |
CD_FAILED_NO_SCRIPT |
The task failed as there was no script to run. |
Failure |
CD_FAILED_INVALID_MRD_ID |
The task failed as a result of invalid Media Routing Domain ID. |
Failure |
CD_FAILED_ICM_TIMEOUT |
The task failed as a result of ICM timeout. |
Failure |
CD_FAILED_INVALID_SCRIPT_SELECTOR |
The task failed as a result of invalid dialed number or script selector. |
Failure |
CD_FAILED_NO_TARGET |
The task failed because there was no agent available to be assigned for the task. |
Failure |
CD_FAILED_ROUTER_RELEASED_TASK |
This disposition code is as a result of a Release Node being used in the CCE routing script to terminate the task purposely.
|
Failure |
CD_FAILED_UNKNOWN_ROUTING_PROBLEM |
The task failed as a result of unknown routing problem. |
Failure |
CD_FAILED_DUPLICATE_NEW_TASK_REQUEST |
The task failed as it was a duplicate new task request. |
Failure |
CD_FAILED_UNSUPPORTED_SERVICE_REQUESTED |
The task failed as the service requested was unsupported. |
Failure |
CD_FAILED_AGENT_NOT_MEMBER_OF_QUEUE |
The task failed as agent not a member of the specified skill group of the precision queue. |
Failure |
CD_FAILED_INVALID_QUEUE_TYPE_OR_ID |
The task failed as the specified Queue Type or ID. was invalid. |
Failure |
CD_FAILED_INVALID_DIALOG_ID |
The task failed as the dialog ID was invalid. |
Failure |
CD_FAILED_INVALID_AGENT_ID |
The task failed as a result of invalid agent ID. |
Failure |
CD_FAILED_AGENT_OVER_TASK_LIMIT |
The task failed as the agent exceeded the task limit. |
Failure |
CD_FAILED_UNSUPPORTED_AGENT_PERIPHERAL_GATEWAY |
The task failed as it was unsupported by the agent peripheral gateway for the service request. |
Failure |
CD_FAILED_INVALID_AGENT_STATE |
The task failed as the agent state was invalid. |
Failure |
CD_FAILED_INVALID_QUEUE_FOR_MRD |
The task failed as a result of invalid queue for Media Routing Domain. |
Failure |
CD_FAILED_NO_PICK_PULL_NODE |
The task failed as no pick pull node available. |
Failure |
CD_FAILED_AGENT_NOT_READY |
The task failed as a result of agent not ready. |
Failure |
CD_FAILED_UNKNOWN |
The session failed for unknown reason. |
Failure |
CD_FAILED_SESSION_ABANDON |
The session failed as it was abandoned. |
Failure |
CD_FAILED_COMM_FAILURE_ROUTER_AND_PG |
The communication failed as a result of router and PG failure. |