Software & Hardware Reason Codes.

Administration
1

Team,
Can you please suggest me the difference between Hardware and software reason codes ? .

If the new not ready reason code(eg : Break) is created in the CME.
It will come under software reason codes or Hardware reason codes ?. Kindly looking forward for your possible solutions.

2

I think the o ne you mentioned comes under software reason code … all actions under the ACtion codes folder

where as hardware failure codes will be different, like server not reachable/event error

3

Thanks for your reply. Yes i also think it comes under software reason codes. But in the SQL developer it shows as the Hardware reason codes when executing the queries . Kindly looking forward for your suggestions

4

What are Hardware Reason Codes?? Or what do you understand by it?
Actions created on CME are done in order for agents to have more options on WDE for example, you can filter them by some WDE options config. This is Software Reason Codes, belong only to Genesys.

If by HW you mean, sending to the Legacy PBX, like an Avaya or Alcatel for example, what it does is to send those codes to the PBX so you have a full match. However, will depend on your legacy PBX capabilities and your configurations. Is it usually not a default integration work mode.

5

Which queries??? Where? There is no such information on Genesys side

6

cav, I think he’s talking about reports in GIM and GI2/Insights. @anandapriyan, are you?

In GI2 there’s a filter called “Reason Code Type” which has 3 values ; HARDWARE, SOFTWARE, NO_VALUE.
My understanding is that it won’t show in different “Reason” attribute, Hardware or software is only a “flag” of the Reason provided.

Anyway, not really clear in Genesys Docs what’s a hardware reason code… I know software will overwrite any hardware reason, but not sure where the hardware reason comes from?!

Here’s two documentation link talking about this data dimension ;
https://docs.genesys.com/Documentation/GIM/8.5.0/User/GIMPopAgent
https://docs.genesys.com/Documentation/GIM/8.5.0/PDMOra/Table-RESOURCE_STATE_REASON#REASON_TYPE_CODE

Hope this helps.

7

From a WFM ticket:


So, for instance, WFM will be able to match the reason code of '4' with either of the following scenarios:

################################################
Software Reason
12:33:16.2860 [0] 8.0.006.01 distribute_response: message EventAgentNotReady
       AttributeTimeinuSecs       722000
       AttributeTimeinSecs       1284680404 (09:40:04)
       AttributeThisDN       '1111'
       AttributeThisQueue       '2000'
       AttributeAgentWorkMode       6 (WalkAway)
       AttributeAgentID       '2111'
       AttributeReason       [37] 00 02 00 00..
              'ReasonCode'       '4'
              'ReasonCode'       4
       AttributeReferenceID       1


#################################################
Hardware Reason
@09:40:04.7220 [0] 8.0.006.01 distribute_event: message EventAgentNotReady
       AttributeExtensions       [72] 00 02 01 00..
              'ReasonCode'       4
              'AgentSessionID'       '...
       AttributeEventSequenceNumber       0000000000089bfa
       AttributeTimeinuSecs       722000
       AttributeTimeinSecs       1284680404 (09:40:04)
       AttributeThisDN       '1111'
       AttributeThisQueue       '2000'
       AttributeAgentWorkMode       6 (WalkAway)
       AttributeAgentID       '2111'

So, yes, the location of the attributes define each type, same as when you work with PBX reason codes.

8

Thanks for sharing. Good to know.

(For the flag, I was talking about GIM Database.)

9

Thanks for your reply. Yes I was talking about the Gi2 reports. when we do the voice interactions and put the agent in the not ready state it shows as Software reasons. But when we do the email interactions and put the agent in the not ready state it shows as Hardware reasons. Kindly looking forward for your suggestions.

10

Same concept… Is because where the data is attached

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